Frequently Asked Questions · Frequently Asked Questions A GB guide to the Contact for more...

Frequently Asked Questions

A GB guide to the Return to Work Act 2014 Contact for more information:

t (08) 8394 4719

e [email protected]

Gallagher Bassett | 2

FAQS - GENEREAL

Q: I read in the paper that there is a new workers’ compensation scheme. What does

this mean?

A: The South Australian government has developed a new approach to support workers

recover and return to work.

A new scheme, called the Return to Work scheme, will be implemented from 1 July 2015.

It will provide customised services and support to the worker and employer as early as

possible following a workplace injury.

The WorkCoverSA Corporation will be replaced by ReturnToWorkSA.

More information about the new scheme, including a copy of the new Act, will be

available on our website www.rtwsa.com over the next couple of weeks. In the interim the final Act, as it was passed, is available on the website www.legislation.sa.gov.au.

Q: Why is the government changing the workers’ compensation laws?

A: The government has recognised that the current scheme is not working and has made

changes to deliver better outcomes to workers and employers. These changes will apply

from 1 July 2015.

The changes will provide better health and return to work services for injured workers and

will lead to a healthier and more affordable scheme for employers, saving them

approximately $180m dollars per year.

Q: Who was consulted?

A: After a long period of discussion with key parties including employer and industry groups

and employee representatives that commenced in early 2013, the State Government

finalised the details of the proposed new Return to Work Scheme.

The Act has passed through both houses of parliament and as part of this process,

discussion was undertaken with the opposition and minority parties and amendments

to the Act made where appropriate.

Q: How will this system address the unfunded liability?

A: Apart from being a scheme that delivers better services to businesses and the community,

it will also be cheaper. There is currently no unfunded liability in the South Australian

Return to Work scheme.

http://www.legislation.sa.gov.au/


Q: I don’t agree with the changes. Who can I speak to?

A: The legislation has already been passed by Parliament and will apply from 1 July 2015.

If you are and injured worker and have specific concerns about how the new scheme will

affect your particular circumstances, it’s best to speak to your RTW Specialist or Claims

Officer.

Q: Are there any other changes being implemented that are not covered in the Act?

A: We are currently preparing for changes to service delivery which will take effect before the

legislation goes live on 1 July 2015. The changes include:

The introduction of RTW Specialists to provide mobile service at the workplace

The introduction of Eligibility Officers to perform specialist liability determinations

High level quality customer service

Increased personalised service with a focus on early recovery and return to work.

Q: I have a dispute in the Workers Compensation Tribunal. Will it be moved to the

South Australian Employment Tribunal?

A: No. Disputes in the Workers Compensation Tribunal prior to 1 July 2015 will continue to

be handled by the current Tribunal.

The South Australian Employment Tribunal will only manage disputes received after 1

July 2015.

Q: WorkCoverSA has being replaced by ReturnToWorkSA. What does this mean for

me?

A: WorkCoverSA has now been replaced with a new corporation, ReturnToWorkSA who will

be responsible for administering the new scheme.

They will be located at the same premises, 400 King William Street and the contact

number will remain the same.

Contact details remain unchanged and your RTW Specialist or Claims Officer will

continue to be the first point of contact for employers and workers regarding a claim.

Q: Why move non-seriously injured workers off the Scheme after only two years?

A: The current scheme is not fulfilling its purpose of returning injured workers to work in a

timely fashion and it is financially unsustainable. This is a different scheme.

In the first two years non-seriously injured workers will receive targeted, intensive and

customised support to recover and make a return to work; receiving income support

during this period, where it is required. Once two years has elapsed and income support


ends, injured workers may receive medical support for a further year. Overall up to three

years of support is available to assist injured workers to make a return to work.

There may be an entitlement to a lump sum payment for both economic loss and non-

economic loss. This will be assessed on an individual basis and is best discussed directly

with your case manager.

Q: We are located in regional SA, will we still receive the same level of service?

A: Yes you will. We have a team dedicated to the regional areas who will travel to you and

meet the same timeframes as in the metropolitan area. We are currently investigating the

option of having staff located within designated regions. We also have RTW Specialists

located in Mt Gambier and Whyalla.

Q: My employees live interstate, will you still provide face-to-face service?

A: Where possible, yes we will. We understand the importance of face-to-face service

delivery and also undertaking meetings within the normal workplace.

Where we are unable to travel to you we will discuss a different and personalised

approach with you. This may include video calling with treating medical experts.

Q: Will doctors be engaged in the return to work process?

A: Absolutely. It is important that we all work together as a return to work team to support

and guide the injured worker through their journey of recovery and return to work. This is

most successful when everyone works together, including treating medical experts.

We will maintain regular communication with all treating medical experts as well as with

you and your injured worker.

Q: What case load will a RTW Specialist have?

A: A caseload of approximately 25-30 claims, subject to numbers of claims being received

and improvements in efficiency over time.

Q: What support will the RTW Specialist be offered?

A: The RTW Specialist has a team within Gallagher Bassett supporting the progress of each

claim. This includes the Eligibility Officer who will make the initial decision to accept or

reject a claim. Where required, they will undertake an investigation prior to issuing the

decision.

The Claims Officer provides administrative and claims management support to the RTW

Specialist. They also specialise in reasonable and necessary medical treatment and cost

containment.


Each team of eight RTW Specialists have a Team Leader. The Team Leader may contact

you from time to time to gather feedback or information and to provide quality checks and

controls. We may also seek your feedback on how we can improve our service.

Q: What if I can’t get in contact with my RTW Specialist?

A: As the RTW Specialist is regularly meeting with injured workers, employers and doctors

they may not always be available to contact by phone. The RTW Specialist will make

every effort to return your call as soon as possible, and always within 24 hours.

If your enquiry is urgent and you cannot wait for a return call, contact the Claims Officer to

assist.

Q: How can I give feedback on the new business model?

A: We love your feedback! At the end of the initial and final worksite meetings the RTW

Specialist will ask you to complete a feedback survey. From time to time the Team Leader

– Return to Work will contact you to gather feedback on our service delivery.

Our Customer Feedback Team is also available to assist should you wish to provide

feedback to an objective, independent team within Gallagher Bassett. Customer

Feedback can be contacted on (08) 8394 4719.

Q: Am I required to participate in an initial worksite visit if the claim is being

investigated?

A: Yes, it is important that you be involved regardless of the eligibility decision not yet being

made. The RTW Specialist is there to help you through the return to work process and

this service will start where there is expected to be more than 10 days of incapacity,

notwithstanding the initial claim decision.

Q: Will the RTW Specialist mandate treating medical providers to participate in the

process?

A: The RTW Specialist is here to help, support and guide all stakeholders through the

process, not to mandate anyone’s participation. Through the use of tried and tested

behavioural case management we expect to see greater engagement from all key

stakeholders, including medical providers.

Q: How and when will I be notified of any change in my RTW Specialist?

A: We will notify you as soon as practicable of any changes to your RTW Specialist or others

involved in your claims management. If you have any concerns around this process,

please discuss them with your RTW Specialist, Team Leader - RTW or Business Account

Manager (if applicable) so we can assist with a personalised transition plan, as required.


Q: Can multiple injuries be combined to achieve a >30% whole person impairment and

classification as a seriously injured worker?

A: Injuries which have arisen from the same occurrence can be combined for the purpose of

a whole person impairment assessment. However, injuries arising from different events

with different dates of injury cannot be combined. Impairment for psychiatric illness cannot

be combined with impairment from physical illness. Consequential mental harm is not

included in a WPI assessment.


FAQS – INJURED WORKERS

Q: I have a current claim. Will I be affected by the new scheme?

A: At this stage you should continue to concentrate on recovery and return to work. The new

scheme comes into effect on 1 July 2015.

If your claim is still active at that time, your RTW Specialist or Claims Officer will contact

you to provide more information. They will discuss your particular circumstances and help

you transition to the new scheme if appropriate.

Q: Why is it always workers who have to take the brunt of fixing the problems?

A: The government has recognised that the current scheme is not working and has made

changes to create a cost effective scheme which delivers better outcomes to both injured

workers and employers.

The new scheme focuses on helping workers recover from a work-related injury more

quickly and return to work by providing a personalised service tailored to their individual

needs rather than the current approach. There will be increased emphasis on early

intervention.

If you are an injured worker, you should continue to concentrate on recovery and return to

work.

Q: What is a seriously injured worker?

A: A worker whose work injury has resulted in permanent impairment (either physically or

psychologically, but not combined) and a degree of WPI has been assessed to be 30% or

more.

Where an assessment has already been performed and the result was WPI of 30% or

more, you will automatically be considered a seriously injured worker.

Q: What is a permanent impairment assessment?

A: A permanent impairment assessment is made by a medical practitioner who is accredited

to perform permanent impairment assessments. The assessment provides a medical

opinion on the level of permanent impairment expressed as a percentage loss of whole

body function.

The assessment:

Is based on your current impairment at the date of assessment

Will combine injuries caused by the same trauma or incident


Will deduct any impairment due to unrelated or non-compensable causes

From 1 July 2015, the following will also be applied:

o Only one assessment can be made for injuries arising from the same trauma or

incident

o Consequential (sequela) mental harm will not be included in the assessment

o Psychiatric injuries may be assessed to determine WPI

o To be considered as a seriously injured worker the WPI must total 30% or more for

physical or psych injuries. These cannot be combined

o You will be actively involved in choosing the assessor

o WPI assessments must be booked by Gallagher Bassett

If you believe your condition is stable and have not yet had your WPI assessed, speak to

your RTW Specialist or Claims Officer. Once it is confirmed that you have reached

maximum medical improvement an assessment will be arranged with an accredited

doctor.

Q: I think I am (or should be classed as) a seriously injured, how do I find out?

A: If you have not yet had a permanent impairment assessment, your RTW Specialist or

Claims Officer will arrange this closer to the time, once it has been confirmed that your

injury has stabalised and unlikely to change.

If you have already had your WPI assessed, ask your RTW Specialist or Claims Officer

what this means for you.

If you have any questions about your current claim you should speak to your RTW

Specialist or Claims Officer.

Q: What happens if my injury hasn’t stabalised by the time the new scheme starts?

A: If your injury has not stabalised by 1 July 2015, you may apply for an interim decision to

be made if you believe you will meet the criteria as a seriously injured worker. Where

there is evidence that supports your WPI to be equal to or greater than 30%, the interim

decision may take effect to provide you with appropriate support.

Once your injury has stabalised and the assessment is undertaken a final decision will be

made to the percentage permanent impairment. We will keep you updated on this process

and the potential outcomes.

Q: How many applications can I make for an interim assessment about being seriously

injured?

A: We are only required to consider one application for an interim assessment.


Q: My WPI has been assessed and nearly 30% and I have not worked for many years.

Can I be classified as a seriously injured worker?

A: No, if your WPI is less than 30% you cannot be considered a seriously injured worker. It is

important that you continue to focus on your recovery and return to work.

Q: My WPI has been previously assessed at greater than 30% but my income

maintenance has already ceased due to a work capacity decision. Can I be

considered for a serious injury?

A: Yes, under the Return to Work Act 2014 you are entitled to treatment, care and support

for life. This means you may receive:

Payment for necessary medical treatment which has been reasonably incurred

Support from your RTW Specialist or Claims Officer who will work with you and your

medical providers to deliver assistance and support to meet your goals

Return to work services, which may include home support and travel costs

You may not have an entitlement to income support if your weekly payments have already

ceased. It is important to discuss with your RTW Specialist or Claims Officer to understand what

this means for you.

Q: What weekly payments will I receive as a seriously injured worker?

A: If you have been classified as a seriously injured worker and are in receipt of payments on

30 June 2015, you may be entitled to ongoing payments until retirement age.

For the first 52 weeks from 1 July 2015 you will continue to receive the same payments as

at 30 June 2015, subject to any earnings from employment. Dependent on the age of your

claim, this may be paid at 100%, 90% or 80% of your notional weekly earnings.

After 52 weeks from 1 July 2015, your payments will continue at 80% of your notional

weekly earnings, subject to any earnings from employment.

Q: How does the income I receive from work affect my weekly payments?

A: Any income you receive from work must be declared to your RTW Specialist or Claims

Officer. Your RTW Specialist or Claims Officer can provide you with information regarding

your specific payments.

Q: What happens if I am paid weekly payments on the basis on an interim decision to

treat me as a seriously injured worker and it is subsequently determined that I am

not seriously injured?

A: In the event that we have issued an interim decision and later an assessment is received

confirming WPI of less than 30%, you will continue to receive a further eight weeks of


payments. After eight weeks, any ongoing entitlement will be determined on the basis that

you are not seriously injured.

Support will be provided to you to transition out of the seriously injured benefit package.

Q: Will my weekly payments change or be reviewed if I am classified as being

seriously injured?

A: Yes. As a worker with a serious injury the rate of your notional weekly earnings may be

reviewed and adjusted annually based on changes to pay rates for workers generally or

for workers in kind of employment you held at the time of your injury.

Q: Can I receive a lump sum payment on top of income support if I am seriously

injured?

A: Yes. If you have been classified as an injured worker with a serious injury and have a WPI

of 30% or greater as the result of a physical injury, you are entitled to a lump sum for non-

economic loss (if you haven’t already received one). The amount payable is determined

according to the degree of WPI in line with the Permanent Impairment Guidelines.

You are not entitled to a lump sum payment for economic loss.

Q: What is a redemption and will I receive one?

A: A redemption, often referred to as a ‘payout’ is an agreement with you to finalise your

entitlement to income support. If you have agreed to a redemption, you will not be entitled

to any further income support relating to that injury. If you are interested in learning more

about a redemption, please contact your RTW Specialist or Claims Officer to discuss your

individual circumstances.

Q: How do I accept a redemption?

A: Before a binding agreement for a redemption can be made, you are required to receive, at

our expense:

Professional advice about the consequences of receiving a redemption;

Financial advice about investment or use of the money; and

Certification from your doctor that the extent of your incapacity can be determined with

a reasonable degree of confidence.

Q: How will the new scheme help me?

A: Under the Return to Work scheme, workers can expect to receive better service and more

timely, individualised assistance to recover and return to work.


Q: How and when will I get further information?

A: The Return to Work scheme will commence on 1 July 2015 and general information about

the scheme will become available from now onwards.

Your RTW Specialist or Claims Officer will contact you closer to that date to provide

specific information about the new scheme and discuss whether there will be any changes

in the support and services provided that will impact your claim.

Q: What is common law?

A: If you meet the criteria for a seriously injured worker (30% or more whole person

impairment) and believe that your employer has negligently caused, or contributed to your

injury which occurs on or after 1 July 2015, you may sue your employer for damages for

economic loss only.

If successful, you can receive a payment of damages for economic loss (compensation for

loss of past and future earnings).

However, if you pursue a common law claim, you cannot seek redemption for economic

loss, you also forgo further statutory entitlements to income support. You must make a

formal choice (election) about whether you propose to pursue common law damages or

statutory entitlements (including redemptions).

Interest on loss of past earnings, as well as loss of past and future superannuation

benefits can also be claimed.

Q: When will I be WPI be assessed?

A: Under the current scheme, and the new scheme, the degree of whole person impairment

should be assessed when there is evidence that the injury has stabilised. If you have

multiple injuries relating to the same trauma, then the assessment will be undertaken once

all the injuries have stabilised.

There is no limit on the time in which an assessment can be undertaken. This means that

you can still obtain an assessment of the degree of whole person impairment after income

support and medical services have ceased.

If you are then entitled to lump sum payment(s) because the degree of impairment is

greater than 5%, these will be paid at that point in time.

Q Can any parts of the new legislation be applied retrospectively?

A: On 1 July 2015, all existing claims will be moved on to the Return to Work scheme and

any income support and benefits will be provided under the Return to Work Act 2014.

There are transitional provisions that mean certain parts of the new scheme won’t be

applied or won’t be available if your date of injury is before 1 July 2015.


For example, workers with a date of injury before 1 July 2015 are not entitled to lump sum

payments for economic loss, or to make a common law claim for damages.

The limitation on income support and medical services will not apply retrospectively, but

rather will be calculated as if the date of injury is 1 July 2015.

The removal of the dependency test for lump sum payments to dependents of a worker

who dies as a result of a work injury may be applied to existing claims where the lump

sum payment has not yet been determined.

Q What are the changes to treatment and medical expenses?

A: If you are classified as seriously-injured (with a whole person impairment of 30% or

greater) you may be provided with lifetime care and support. Return to work services and

retraining will also be accommodated if you wish.

For injured workers with a non-serious injury, the Return to Work scheme provides

medical support and return to work services such as retraining during your recovery and

return to work. This support is available for up to 12 months after income support ceases.

This is different to the current workers’ compensation scheme, in which compensation for

medical expenses is not limited in time.

This limitation on medical expenses will not affect the need for ongoing therapeutic

appliances required to maintain your capacity. Replacements for these appliances can

continue to be funded by the scheme.

In addition, you may apply to have the costs of surgery and associated rehabilitation

services compensated by the scheme, where it is known that surgery will be needed at a

future point, or future points, in time. There is also provision for up to 13 weeks of

supplementary income support to be paid for any time off work needed following this

surgery.

Q Will my income maintenance cease on 1 July 2015 if I have already had 2 years of

payments?

A: No. If you have a non-serious injury, you will receive up to two years of income support

commencing from 1 July 2015, if you continue to have an incapacity for work because of

your work injury. If you have not secured suitable employment by the time your income

support ceases, you may receive up to 12 months of return to work support to assist you

to reconnect with the workforce and the community after your claim has finished.


FAQS - EMPLOYERS

Q: I’m an employer. Will there be changes to my premium?

A: Yes. ReturnToWorkSA have developed a new and simplified premium system.

All employers will receive information about the new Return to Work Premium System in

the end of year premium pack that will be sent out in June 2015.

Q: What will the average premium rate be for the 2015-16 financial year?

A: The scheme is aimed at achieving an average premium rate, across the State, of 2%

instead of the current average premium rate of 2.75%.

The 2015-16 premium rates for individual employers will be established and

communicated by June-2015 (as per usual). For further information, please contact

ReturnToWorkSA.

Q: When will employers know what their premium will be for 2015-16?

A: The usual annual process will need to occur for setting the new industry premium rates.

Industry premium rates will be determined and communicated by June 2015.

Q: How will the new scheme help me?

A: Employers can expect to receive better services and see workers returned to work sooner

under the new scheme.

The Return to Work scheme has a strong focus on early intervention and face to face

support to assist workers with a work injury to recover and return to work as soon as

practicable after their injury. If a worker has been injured and is likely to be away from

work for more than two weeks, a mobile RTW Specialist or Claims Officer will visit the

worker and employer within seven days of receiving the notification.

ReturnToWorkSA will be accountable for providing high quality services that are tailored

to the needs of employers and workers, and for achieving positive, sustainable return to

work outcomes.

In addition to this, the framework of support and services provided by the Return to Work

scheme will cost less to fund. The average premium rate should be 2% or less, compared

to 2.75% currently charged.

These changes will take affect from 1 July 2015 when we calculate your 2015-16 premium

and employers will receive information about this in their regular end-of-year premium

mail out in June 2015.


Q: What about my existing claims?

A: You should continue to focus on your worker’s recovery and return to work and to discuss

your worker’s claim with your RTW Specialist or Claims Officer.

The transitional arrangements will give workers with existing claims time to understand

how the new scheme will support their recovery and return to work and to make decisions

about their recovery and return to work.

Q: Will my responsibilities change?

A: Yes. There is an increased focus on early return to work and parties working in

collaboration with each other. You’re RTW Specialist, Claims Officer or Business Account

Manager will explain the changes to you closer to the time.

Q What about secondary injuries?

A The Return to Work Act 2014 does not differentiate between primary and secondary

injuries for the purpose of premium calculation.

Workers with a work related aggravation or deterioration of a previous injury are still able

to make a claim for medical services and income support for the extent and duration of

the aggravation only.

Q What about unrepresentative injuries?

A Unrepresentative injuries are still separately identified in the Return to Work scheme and

include injuries that occur in the course of a work related journey.

Q What should I know about common law?

A If your worker has been seriously injured at work on or after 1 July 2015, and they believe

as their employer, you have negligently caused, or contributed to their injury, they can

lodge common law action to sue you.

If the worker is successful, they can receive a payment of damages for economic loss

(compensation for loss of past and future earnings).

Interest on loss of past earnings, as well as loss of past and future superannuation

benefits could also be claimed.

If one of your workers has been seriously injured on or after 1 July 2015, you can speak to

your Return to Work Specialist or Claims Officer about whether a common law action

might be relevant to their claim.


Q Can claims with a date of injury before 1 July 2015 but lodged after 1 July access

common law?

A No. Common law will only be available to seriously injured workers with a date of injury on

or after 1 July 2015.

What do I need to tell my RTW Specialist or Claims Officer about common law?

A If you have a worker who is seriously injured on or after 1 July 2015, you can speak to

your RTW Specialist or Claims Officer about whether a common law action might be

relevant to that claim. You will need to cooperate fully with any investigators who will

obtain information concerning the circumstances of the worker’s injury. This information is

vitally important so that ReturnToWorkSA can assess and defend any potential common

law claim brought against you.

Q Is a separate insurance policy required to cover common law?

A No. The insurance premium paid to RTWSA will cover an employer’s liability for damages

awarded at common law.

Q: Is there an entitlement for non-economic or economic loss for a psychiatric injury?

A: No, there is not.

Q: Are potential employees obliged to inform me of prior work injuries during the

application process?

A: No, they are not. Prior injuries, regardless if sustained at work, have the ability to impact

or delay recovery and return to work. As an employer, it is important that you ensure your

staff are fit for the work they perform to minimise the risk of injury.

Q: Is overtime still included in average weekly earnings calculations?

A: Yes. Where overtime is considered regular and consistent and is likely to continue (had it

not been for the injury) then it will be included in the overtime calculation.

Q: Are my staff entitled to claim for an injury they sustain during a lunch break?

A: In some cases yes but are considered on a case-by-case basis. Generally speaking the

test for compensability for a physical injury is “was work a significant contributing factor?”

There are other elements to the test which includes “was the worker on the worksite when

the injury was sustained?”


Q: How long do we need to pay for an injury that is an aggravation of a pre-existing

condition?

A: For the extent and duration of the aggravation, which can be difficult to predict. The RTW

Specialist will work closely with the injured worker to document the extent of the injury and

any related incapacity prior to the aggravation to identify a baseline for recovery.

Q: Who will make payment of interim benefits to an injured worker?

A: Where possible we request that the employer maintain payments to the injured worker,

even if it is interim benefits while the claim is investigated. Gallagher Bassett will

reimburse interim benefits paid by the employer.

Where a claim is rejected, interim benefit payments may be recovered from the injured

worker.

Q: Do economic loss payments impact on premiums?

A: No. Economic loss payments are not considered income support and therefore not

included in premium calculations.

Q: How can we assess a person as a potential seriously injured person before the

injury is stable?

A: Gallagher Bassett may undertake an interim assessment if we believe a person will have

a WPI of greater than 30%. The interim assessment can be undertaken before an injury is

considered stable. An injured worker can make an application for the interim assessment.

It is unlikely that we will consider more than one interim assessment application.

Q: If approval is given for income support to be paid after the two year cap, will I be

notified?

A: The pre-injury employer will be notified in writing if an application for future income

support due to surgery is approved. The entitlement for future payments can only be

approved when it is made before the end of the entitlement to medical expenses ceases.

This is one year after the entitlement to income support ceases.

Any future income support payments due to surgery are capped at a maximum of 13

weeks.

Q: Has the obligation to provide suitable employment changed?

A: The obligation to provide suitable employment remains with the pre-injury employer.

There have been some additions to the obligations which now allow injured workers the

right to formally apply, in writing, for suitable employment to be provided. Where suitable

employment is not forthcoming following the application, the injured worker may request


that the South Australian Employment Tribunal hear the case and make an order

regarding available employment.

Q: I am concerned about a claim and its potential to blow out, but there is no

incapacity for work. Will you still provide a RTW Specialist to assist?

A: If you have any concerns with a claim it is important to let your Eligibility Officer know

immediately in the initial phone call. We will work with you to put in place strategies to

minimise any risk and to best support your employee throughout their recovery and return

to work. Were required, a referral may be made to a RTW Specialist to assist, even in the

standard referral criteria is not met.

Q: Will I have the same RTW Specialist for all claims?

A: Where possible, yes. RTW Specialists will be aligned to organisation’s to ensure they

become your trusted business partner. RTW Specialists do work within geographical

locations so in the instance that your business has multiple sites across multiple locations,

we may have more than one RTW Specialist working with your business. The RTW

Specialists will regularly communicate with each other if this occurs.

Q: We are a labour hire company and our employees work on host sites. Will you

require access to the host site?

A: There is an expectation that you will assist us in gaining access to the host site so we may

see first-hand how and where an injury was sustained. For future meetings, it is important

that we have access to the site where the return to work will occur, understanding that this

may be different to where the injury was sustained.

Q: We have secure access sites that you cannot access. How do we continue moving

forward without access?

A: We will work with you to find a solution to any access issues. It is important that you

communicate any access issues with us immediately so we can still continue with

momentum in the return to work.

Q: My employee refuses to come to the worksite for a meeting. What will you do about

this?

A: We understand the importance of having both the injured worker and employer at the

same meeting but appreciate that this may not always be possible. If we are unable to

meet together, we will arrange separate meetings. These may be held at the doctor’s

rooms, the Gallagher Bassett office or other agreed location. We will always encourage

active participation, together as a return to work team. We can also arrange for referrals to

services such as mediation to help overcome fears and progress the return to work.


Q: What about my preferred RTW Services Provider?

A: Our RTW Specialists are first and foremost service providers, not medical experts. Where

a medical expert opinion is required we will arrange a referral to the appropriate provider

to assist. Where appropriate this will be to your preferred provider.

Q: I am a Return to Work Coordinator. Where do I fit in the new model?

A: The role of a Return to Work Coordinator (RTWC) is critical to the success and smooth

transition of the new business model.

While it is important that we work closely with direct supervisors and managers, the

RTWC provides an extra level of day-to-day support to both the supervisor and the injured

worker.

We will discuss with you to identify the best way for us to work together, including day-to-

day contact points. Think about the level of involvement you want to have as a RTWC. Do

you want to be involved in every meeting or just selected ones?


FAQS – FURTHER INFORMATION

If you have any further queries regarding the Return to Work Act 2014, please contact our

Scheme Reform Hotline:

Ph: (08) 8394 4719

E: [email protected]

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