Access your claims performance information
As an employer, you can use Comcare’s Customer Information System (CIS) to measure and monitor your agency's injury management and claims performance.
Sign in to Customer Information System (CIS)
If you need help, call our CIS helpdesk on 1300 366 979 or email agency.updates@comcare.gov.au.
Access to CIS is for authorised users only. Call CIS helpdesk to find your CIS administrator.
CIS system notices
Access and case manager updates
Comcare has updated the Rehabilitation Case Manager Update and Customer Information System Access Request forms into a single form.
The CIS Access Request and Rehabilitation Case Manager update form (PDF, 145.2 KB) will allow a customer to indicate whether the staff member needs to be added to Comcare's list of Rehabilitation Case Managers, or given access to the Customer Information System, or both.
For all future access requests please use the new form and send to agency.updates@comcare.gov.au.
Get access to CIS
There are several levels of user access to CIS:
- CIS administrator – is responsible for authorising all access requests and managing cost centre restriction.
- Case manager – can access all available data for your agency, including individual claim details.
- Management – can access high level reports regarding the agency's performance, cannot access individual claim details.
- Finance – can access a range of incapacity payment reports.
A user may have access to one or multiple levels.
Expand all
New customer (agency) access
- CIS New Customer Creation form (PDF, 96.2 KB) is used to create a new customer in CIS or update a customer record.
- CIS Cost Centre Update form (PDF, 118.9 KB) is used to create or update a cost centre in CIS.
New user access
Complete the CIS Access Request and Rehabilitation Case Manager update form (PDF, 145.2 KB) to:
- gain user access to the Customer Information System (CIS)
- create, replace or update the details of a rehabilitation case manager.
The form must be signed by your agency's CIS administrator.
Once the request is processed, we send you your user details. Your account allows you to view sensitive information and must not be shared with other people.
If another person in your agency needs access to CIS, they must apply for their own user details and password.
If you require access to information for another agency's claims, for example, as part of a shared payroll arrangement, a CIS administrator from that agency must sign the access request form.
The CIS system allows the CIS administrator to control access to individual agency cost centres. If your agency has cost centre restrictions set up, your CIS administrator must grant access to new users. If you are unsure if this applies to your agency, call the CIS helpdesk on 1300 366 979 or email agency.updates@comcare.gov.au.
Email completed forms to agency.updates@comcare.gov.au. For more information call CIS helpdesk on 1300 366 979 to locate your CIS administrator.
Case manager access
Complete the CIS Access Request and Rehabilitation Case Manager update form (PDF, 145.2 KB) to:
- create a new case manager
- replace all of a previous case manager's claims with a new case manager, or
- update details of an existing case manager in the system.
Setting up two factor authentication
Comcare now requires you to set up two factor authentication for all its online platforms to align with the Commonwealth Digital Service Standard.
This means you will need to enter a code or respond to a notification whenever you sign into a Comcare system, which can be done via email, mobile, or an authenticator app.
Please note that you will only need to set up one log-in to access any Comcare systems you have been granted access.
To set up two factor authentication please follow the instructions in the Quick reference guide - Customer Information System (CIS). The guide provides instructions on:
- how to set up two factor authentication
- how to log in to CIS
- what happens if you forget your password.
If you experience any issues accessing CIS please contact 1300 366 979 and dial 1 or email the Comcare Technology Service Desk on technologyservicedesk@comcare.gov.au.
Using CIS
Expand all
'How to' guides
We provide a range of guides to help you use CIS including:
- For information on setting up, logging in and reset password for CIS see Customer Information System – Quick reference guide (PDF, 146.5 KB)
- Running a Report guide (PDF, 1.2 MB)
- Viewing a Claim guide (PDF, 935.9 KB)
- Managing Cost Restrictions guide (PDF, 1.7 MB)
- Managing your Preferences guide (PDF, 3.7 MB)
- Trend Reporting on Types of Injuries guide (PDF, 242.0 KB)
- Managing Individual Claims guide (PDF, 348.6 KB)
- Comparing Business Unit Performance guide (PDF, 130.0 KB)
- Reports on Incapacity Determinations and Payments guide (PDF, 95.1 KB)
- Reporting on Performance guide (PDF, 233.1 KB)
Browsers that work with the system
CIS requires a browser that supports 128 bit Secure Sockets Layer (SSL) for secure communication. It has been tested with:
- Microsoft Internet Explorer version 8 and above.
- Mozilla Firefox version 25.
- Chrome version 34.
- Safari version 5 (all in the Microsoft Windows environment).
File formats that can be used to export reports
Reports can be exported in the following formats:
- .csv
- .rtf.
You can check which format is available when generating the report, or check the relevant page in the how to guides.
Copying data into Excel or Word
All charts and tables can be copied into word processing, spreadsheets or presentation packages. Some formatting may be required.
CIS reports
Our CIS reports provide essential management information about claims experience, associated costs and the profile of claims.
Reports can help you monitor performance trends and develop effective injury prevention and case management strategies for your organisation. You can make comparisons against other Commonwealth agencies as well as internally between your agency's cost centres.
CIS is updated daily with data as at close of business on the day before.
Claim case estimates are updated on a monthly basis.
Reports have a range of content and presentation options including:
- data by whole of agency or cost centre.
- reporting periods of a financial year, calendar year and more. This varies with each report.
Expand all
Management reports
Management reports give you the information on:
- number of claims.
- types of claims.
- cost of claims.
- length of time injured employees are off work (incapacity).
This can help you identify potential hot spots and develop effective injury prevention and case management strategies.
CIS only reports on claims submitted to Comcare, so it's useful to refer to your agency's work health and safety incident reporting records when trying to gauge an overall picture of your agency's injury history and performance.
Management reports include:
- 1. Progressive costs report
- 2. Prevention and rehabilitation performance summary
- 3. Claims and total cost by mechanism of incident - chart
- 4. Claims, cost and time lost by cost centre
- 5. Number of injuries resulting in 5, 30, and 60 or more days of incapacity
- 6. Number of injuries resulting in 5 days incapacity by mechanism of incident
- 7. Number of death claims
- 8. Frequency of lost time injuries
- 9. Percentage of claimants with >= 10 days incapacity determined with a return to work plan
- 10. Quality of return to work outcomes
- 11. T1 - Numbers of workplace injury and disease
- 12. T3 - Weeks lost time
- 13. T4 - Average weeks for return to work activity to commence
- 14. Occupation by mechanism of incident - claims
- 15. Occupation by mechanism of incident - total cost
- 16. Age group by mechanism of incident - claims
- 17. Age group by mechanism of incident - total cost
- 18. Duty status by mechanism of incident - claims
- 19. Duty status by mechanism of incident - total cost
- 20. Claims and total cost by age group
- 21. Mechanism of injury by costs, incapacity and claims
- 22. Cost centre structure report
- 23. Case manager details by customer report
- 24. User/Access list
- 25. Claim cost summary report
Case management reports
A number of the reports are larger customer data reports, which can be generated in .csv (spreadsheet) format, to allow you to perform detailed claims analysis.
Case Management reports include:
- 30. Customer data report - Claims by cost centre and case manager
- 31. Customer data report - Open claims
- 32. Customisable data report
- 33. Accepted claims by date
- 34. Claims incurring payment
- 36. Open return to work plan
- 37. Claim activity post return to work
- 38. Rehabilitation expenditure
- 39. Open/expired return to work plan
- 40. Rehabilitation (return to work) program average cost and duration
- 41. Early intervention
- 42. Provider performance
- 43. Claims with multiple return to work plans
- 44. Customer data report rehabilitation (return to work) program plans
- 45. Open claims by cost centre by mechanism of incident
- 46. Claim details by nature of injury/disease
- 47. Claim details by agency of injury or disease
- 48. Claims with reconsiderations
- 49. Claims with AAT case decision
- 50. Top 50 claims by cost to date
- 51. Claims with a date of injury in the last 4 years
- 52. High-cost claims
- 66. Customer data report - Claim detail
Financial and incapacity reports
These reports give you detailed remittance advice and a listing of incapacity determinations.
Some of the larger data reports can be generated in .csv (spreadsheet) format, to allow you to perform detailed claims analysis.
Case estimate reports
Case estimates are a prediction of what a claim will cost over its entire lifetime. They are based on experiences of similar claims and factors such as:
- current medical treatment.
- time off work.
- current rehabilitation activity.
These estimates are one factor used to calculate an agency's premium.
Case estimate reports are generated from Comcare's claim management database. They are updated monthly and are based on data at approximately two months before the upload date. This delay is needed to ensure an accurate calculation.
Table 1 provides approximate timings of when case estimate reports are available on CIS, and what month the reports relate to.
Table 1: Approximate timings for publication of case estimates Case estimates based on data to end of month Available on CIS July First week of October August First week of November September First week of December October First week of January November First week of February December First week of April (The extra time is to increase the quality of the estimates of claim costs as they are used in premium calculations.) January Last week of May February First week of June March Second week of June April First week of July May First week of August June First week of September
Security and privacy
Security
To protect the information on CIS we have several measures to prevent unauthorised access.
- Secure Sockets Layer (SSL) – all communication between your browser and CIS system is encrypted to prevent it being read by anyone other than the intended recipient.
- Authentication – all users of CIS are authenticated before they are given access.
- Logging and Monitoring – all CIS activity is monitored and logged. CIS automatically signs off after 10 minutes of inactivity.
- User access audit – regular user reviews are conducted to maintain currency of accounts. All agencies must revalidate their active CIS users as part of this process.
Privacy
The information provided to authorised users on the CIS is governed by the Privacy Act 1988 and users are bound by the Australian Privacy Principles under that Act. The Australian Privacy Principles set out standards for handling personal information.
Dealing with workers' compensation can be a sensitive issue and it is important that personal information must only be used or disclosed for its intended purpose.
Expand all
Glossary
Table 2: Glossary of terms used in the Customer Information System (CIS) Term Definition Case manager Workplace-based manager appointed and trained by the employer to undertake case management activities. Responsible for initiating, co-ordinating and monitoring the rehabilitation process. Cheque Receiving Cost Centre The cost centre to which Comcare sends the incapacity reimbursement cheques or EFT payment. CIS Administrator A staff member within an agency (usually EL1 or above) who is authorised to grant access to CIS to new staff members. Claims manager The claims manager is responsible for management of the claim. Closed Claims Claims are closed manually by claims managers when they are resolved or have had no activity for a specified period of time. Cost to Date Payments made to date (payments as at the date of extraction minus recoveries) on claims excluding any GST amount claimable by Comcare as an Input Tax Credit. Unpaid liabilities against a claim (for example, outstanding incapacity payments) will not be included in cost to date. Incapacity Incapacity is an inability to:
- engage in any work.
- work at the same level as immediately before the injury.
Incapacity benefit is a payment made, directly or indirectly, by way of income maintenance.
Liable Cost Centre This is the Cost Centre which has accepted liability for a claim as the claimant was attached to this cost centre at the date of injury. Non-Incapacity Includes medical, rehabilitation, lump sum and travel costs. Open Claims Currently active claims. Payroll Cost Centre Incapacity advices are generally sent to the payroll cost centre and they are usually the personnel or human resources sections in agencies. Each claim needs to have one of these recorded against it. Premium The premium charged by Comcare is the estimated costs of that agency's workers' compensation costs for a given financial year. It is based on fully funded principles and is designed to be responsive to the agency's claims experience. Pre-Premium Claims Claims with dates of injury prior to the introduction of Comcare's premium system on 1 July 1989. These claims have separate funding to the premium claims and do not impact premium calculations at all. Rehabilitation A rehabilitation (or return to work) program is designed to help an employee recover and return to health and work following a work-related injury or illness. It is a coordinated process, based on medical advice, for the timely, safe and durable recovery and/or return to work for an employee. Re-Opened Claims Claims that have been closed and then re-activated. Total Cost Claim Cost to date plus the likely future cost as at the date of the latest case estimate update.
More information
Sign in to Customer Information System (CIS)