Feedback and complaints

For:
Claimants Employers and managers Service providers Advocates Information seekers

Find out how you can make a complaint or give us feedback. Your input helps us improve how we work.

Feedback

We welcome feedback about your experiences with Comcare and suggestions for improvement. You can be anonymous if you prefer. We record and review all feedback, but we don’t respond to each submission.

Complaints

If you’re not happy about an experience with Comcare and you want to receive a response and a resolution to the issue, you can make a complaint. Read about how we manage complaints. 

You can make a complaint about:

  • a service provided by Comcare, its employee or a contractor
  • an action or decision, including concerns about quality or timeliness
  • how a policy or process has been applied.

If you need help with making a complaint, let us know when you contact us. You can also use these tips for preparing a complaint.

How to make a complaint or give feedback

You can make a complaint or give us feedback in the way that suits you best. If you feel comfortable, you may want to speak directly with the staff member you’re dealing with or ask to speak to their supervisor. 

You can also: 

We acknowledge email and written complaints within 2 calendar days.

If you use the anonymous feedback form to make a complaint, we won’t be able to tell you what we do about your complaint and we may not be able to resolve it if we need more information.

Communication support

If you need an interpreter, you can contact us using the Translation and Interpreting Service (TIS National) on 131 450.

If you are deaf, hard of hearing or have speech or communication difficulty you can contact us through the National Relay Service (NRS). 

  1. Choose the call channel you need on the NRS call numbers and links page
  2. Give them our phone number: 1300 366 979.

Complaints on behalf of someone else

You can make a complaint on behalf of someone else. If the complaint is about the person’s workers’ compensation claim, we need their written consent before we can discuss the claim with you. They can give consent using this form: 

 

Other ways to raise issues

Reconsiderations of claims determinations

If you disagree with a claim determination, you can apply for a reconsideration. This process is different from making a complaint.

Work health and safety matters

There are separate processes for raising work health and safety matters. See the contact us page for information about how to:

  • ask Comcare to investigate in response to an incident
  • alert Comcare to risk to a person or arising from work.

To seek review of an enforcement notice or the cancellation of a work health and safety licence see Apply to review a work health and safety decision.

Complaints about claims managed by Gallagher Bassett or EML 

You should first contact the provider managing your claim:

If you’re not satisfied with their response, you can contact us.

Complaints about self-insured licensees  

Visit Providing feedback about a self-insured licensee on the Safety, Rehabilitation and Compensation Commission (SRCC) website.

Complaints about Seacare claims

To make a complaint about a Seacare claim, contact the Seacare support team. 

Complaints about workplace rehabilitation providers

To make a complaint about a Comcare-approved workplace rehabilitation provider (WRP), you should first contact the provider. They may involve your employer.

If you’re not satisfied with their response, you can contact the WRP Performance and Management Team: wrp.management@comcare.gov.au.

Complaints about procurement

The Government Procurement (Judicial Review) Act 2018 establishes an independent complaint mechanism for government procurement processes. Find out more about how to make a procurement complaint.

Privacy complaints

For information about making a privacy complaint, see Privacy.

Page last reviewed: 19 days ago
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