Question 1

Why should I use Provider Connect?

Accepted Answer

There are many benefits to using Provider Connect. See the comparison table below. Invoice type Submission method Payment timeframe Service advantages Paper/ PDF invoice Mail, fax, upload via Provider Connect portal or WorkCover Queensland website 7-10 days Nil Electronic - create invoice Create/ send invoice via Provider Connect portal 48 hours Short payment turnaround timeframe CSV bulk send Single CSV file upload 48 hours Short payment turnaround timeframe. Easy to use multi-line CSV file with specific column data requirements. Single file upload Business to Business (B2B) Provider software integration direct to WorkCover Queensland invoicing system Less than 48 hours Single touch handling WorkCover/ Provider tailored solution tailored to suit provider requirements.

Question 2

How do I access Provider Connect?

Accepted Answer

If you haven't billed WorkCover before, register as a provider and we will set you up with a Provider Connect account. Once your account has been created, login using your username and password.

Question 3

How do I change my password?

Accepted Answer

Once you login to Provider Connect, you can change your password. To do this, click on 'My profile' at the top right corner of the screen. In the 'Change password' section, enter your current password and your new password. You will also be asked to confirm your new password. Click 'Update' to confirm your change. The message 'Your details have been updated' will be displayed. Next time you log in you must use your new password.

Question 4

I have forgotten my username, what do I do?

Accepted Answer

If you can't remember your user name for Provider Connect please call us on 1300 927 928 between 8am and 5:30pm, Monday to Friday and we will assist you. If you call outside these hours, you can leave a message and we will respond to you within one business day.

Question 5

Is there someone I can contact for support?

Accepted Answer

Yes. You can call us on 1300 927 928 between 8am and 5:30pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day.

Question 6

How do I print or save a remittance?

Accepted Answer

Click on the Remittances tab once you have logged in to Provider Connect. Remittances are displayed in descending chronological order, i.e. your latest remittance is displayed first. To print a hard copy, we recommended you use the View/Print icon to create a PDF—you can then print the file or save as an electronic copy. You can also save a copy of the remittance data as a comma separated value (csv) file. You can then analyse using your preferred tool, such as Microsoft Excel or Microsoft Access.

Question 7

How do I download remittances?

Accepted Answer

Hover over Billing in the sidebar menu and select Remittances. You can download a detailed spreadsheet of all the results found in your search by selecting the green Download detailed remittance data text at the bottom of the page.

Question 8

How do I view an invoice?

Accepted Answer

You can view all the invoices you have submitted to us by clicking on the 'Your submitted invoices' on the homepage. You will be able to see if an item has been paid or is pending payment. If the item has been paid you can also see the corresponding remittance.

Question 9

What parameters can I use to search invoices?

Accepted Answer

Claim number Invoice number Invoice status Time period

Question 10

I have sent in my invoice but haven't received payment yet. How long should I expect to wait for payment?

Accepted Answer

Please allow approximately 15 business days for the payment to be processed. If it is still appearing on your invoice page as 'New request, not yet paid' after this time, please call us on 1300 927 928 . If the invoice shows the payment as 'In progress, awaiting authorisation', then the invoice has been processed and it is awaiting further action to pay it.

Question 11

My payment is 'In progress, awaiting authorisation'. When can I expect payment?

Accepted Answer

All payments require a final check and approval from the claim's owner before being paid and will appear as 'In progress, awaiting authorisation'. If it is approved the payment will be authorised and will appear as 'Payments processed' on your remittance. If the payment is not approved it will be cancelled, and you will be notified by WorkCover. If your payment has been 'In progress, awaiting authorisation' for longer than 15 business days, please call us on 1300 927 928 .

Question 12

I have received money into my account. How do I know which remittance this money belongs to?

Accepted Answer

On your remittance page there is a unique reference number for each remittance that we pay to you. This reference number also appears on your bank statement.

Question 13

How long does it take for the money to transfer into my account after the remittance is posted online?

Accepted Answer

Please allow 24-48 hours for funds to transfer electronically. If your money still hasn't appeared in your account, confirm that the remittance has been posted and call us on 1300 927 928 . Please have the remittance's reference number ready.

Question 14

Why haven't I been paid the complete amount for the invoice?

Accepted Answer

Please check the original invoice, as there may be items still in progress. To check the status of your invoice and individual payment lines, click 'Billing' in the sidebar menu, select 'Invoices' and search the invoice number.

Question 15

Why haven't I been paid the full amount for the service I charged for?

Accepted Answer

You may have charged over the maximum fee that WorkCover will pay. Please check for comments on the remittance, such as 'maximum fee payable/scheduled'. You should also check the original invoice for the amount charged. If you still feel you have been underpaid for a service, please call us on 1300 927 928 .

Question 16

How do I update my bank details?

Accepted Answer

You can update your bank details inside Provider Connect. Click 'Administration' in the sidebar menu and select 'Change Bank Details'. You can also change your bank details by calling us on 1300 927 928 .

Provider Connect FAQs

General information

Invoices and remittances