Working with workplace rehabilitation providers

When should you use a workplace rehabilitation provider?

You can engage a workplace rehabilitation provider to provide specialised services to:

• provide preventive services such as workstation assessments and early intervention
• assist the support of an employee’s recovery and return to work.

Preventive activities can be initiated by the employer or employee and may include services such as workstation or ergonomic assessments and manual handling training.

For work-related injury or illness under the Comcare scheme, rehabilitation authorities (usually the employer) are responsible for managing an employee’s rehabilitation and return to work. In many cases, employers can provide this support including developing and delivering a rehabilitation program under the Safety, Rehabilitation and Compensation Act 1988 (SRC Act).

However, there are situations where it may be helpful or necessary to engage a workplace rehabilitation provider to support the process.

You might choose to engage a provider if:

• you need specialist advice or services like coordinating both preventive and return to work services
• the case is complex or high risk and you need additional support to ensure the employee’s return to work is well planned and sustainable
• your organisation doesn’t have the capability, experience, or time to manage a case internally.

Workplace rehabilitation providers offer specialist services such as:

• ergonomic assessments to identify appropriate adjustments and equipment to help prevent injuries or support recovery
• functional assessments to provide information about what activities an employee can safely perform
• workplace assessments to assess and identify suitable duties for an employee to assist with return to work planning
• vocational counselling to assist in the identification of suitable employment options for the employee
• rehabilitation assessments and rehabilitation programs (either compensable or non-compensable)
• advice on managing complex elements of physical or psychological injuries.

Even when a provider is involved, the rehabilitation authority is responsible for managing the overall rehabilitation process and ensuring the employee gets the right support.

How to choose a provider

A workplace rehabilitation provider must be approved by Comcare to provide a rehabilitation program under section 37 of the SRC Act). However we strongly recommend using a Comcare-approved provider for all rehabilitation services. This gives assurance that the provider meets various standards around qualifications, service effectiveness, availability and cost, and financial probity.

A well-matched provider can make a significant difference in supporting an employee to avoid injury or recover at or return to work safely and sustainably. It’s important to choose a provider who can tailor support to your employee’s needs. For example, if your employee has a psychological condition, a provider with experience in this area would be beneficial. You should also choose a provider that understands your organisation’s needs. A provider that understands the type of work you do, particularly if it’s specialised, can also really help.

To understand what else you should consider when choosing a workplace rehabilitation provider, see:

• Rehabilitation case manager handbook (PDF, 1.1 MB)
• Choosing a workplace rehabilitation provider.

Find a workplace rehabilitation provider

You can find a provider in our directory of approved workplace rehabilitation providers.

The directory has provider location information, specific services and any areas of interest or expertise.

How to work with workplace rehabilitation providers

To achieve the best possible return to work outcome, collaboration is crucial between the rehabilitation case manager, the workplace rehabilitation provider, the employee and their treating practitioner and the employee’s work area. A strong working relationship, supported by clear communication and shared goals, ensures the provider can provide timely, tailored and evidence-based support.

You can follow these steps when working with providers.

1. Make referrals timely and clear

• Where possible, provide early referrals where there are psychosocial, medical or workplace barriers to the employee remaining at or returning to work. If you are referring an employee for a rehabilitation assessment under section 36 of the SRC Act, you must consider certain information and take specific steps before determining that an assessment is required. Find more information about your obligations on the Rehabilitation information for employers page.
• Ensure your referrals include relevant information including background, injury details, current capacity and the specific services required

2. Establish expectations early

• Document your expectations about communication (e.g. frequency and type of updates), timeframes and outcomes. Ensure all relevant parties have a copy.
• Encourage alignment between workplace rehabilitation provider services and the employee’s goals and recovery trajectory.

3. Facilitate information sharing

• Ensure providers have access to relevant medical reports and rehabilitation history (where consent has been obtained) and that you have conveyed any information from the treating doctor.
• Introduce the provider to workplace contacts and treating professionals as early as possible.

4. Stay involved and informed

• Work collaboratively with providers and respect their clinical and professional expertise, while maintaining a critical lens. You should actively review recommendations to ensure services are tailored, evidence-based and proportionate to the employee’s needs and goals.
• If the provider proposes additional or non-standard interventions – such as proprietary tools or programs – request clear justification or evidence of relevance and effectiveness before approving them.
• Regularly review provider reports to keep updated on progress and monitor that the actions undertaken are consistent with what was initially agreed and commensurate with the circumstances of the case. Provide timely feedback to guide the direction of the support.
• Attend key meetings or case conferences to maintain oversight, contribute your expertise, and help resolve barriers early.
• Raise any questions or concerns about services early to give the best chance of having these resolved and ensuring the employee’s needs are met.

5. Monitor outcomes and adjust as needed

• Continuously assess whether the services are helping progress the goals of the service by assessing employee feedback, progress reports and invoices against the contract.
• If not, discuss this with the provider and collaboratively consider whether the employee’s needs have changed and re-evaluate accordingly.

For further information on how to work with workplace rehabilitation providers to improve recovery and return to work outcomes, review the Rehabilitation case manager handbook (PDF, 1.1 MB).

Monitoring and measuring workplace rehabilitation provider performance

Under the Guidelines for Rehabilitation Authorities 2019 (PDF, 247.1 KB), rehabilitation authorities have an obligation to effectively monitor the employee’s rehabilitation program. Monitoring and measuring workplace rehabilitation provider performance may also support improved recovery at and return to work outcomes for employees. Monitoring performance helps you identify what’s working well, address issues early and make informed decisions when selecting providers.

For practical suggestions on what to monitor, see:

• Measuring workplace rehabilitation provider performance
• Rehabilitation case manager handbook (PDF, 1.1 MB).

Comcare can provide performance information specific to rehabilitation authorities to assist in monitoring provider performance and assessing outcomes.  Email wrp.management@comcare.gov.au if you would like to learn more about these reports.

What to do when you have concerns about a workplace rehabilitation provider

It is important to identify and address issues as early as possible to ensure that employees are receiving the right support and that scheme standards are upheld.

You should start by raising your concern directly with the consultant assigned to the case. If the matter is not resolved, you may need to escalate to the provider's team leader or account manager.

If your concern is serious, ongoing or part of a systemic pattern across multiple referrals, you should also contact Comcare. Examples of issues that should be reported to Comcare include:

• conflicts of interest, misconduct or privacy breaches
• inappropriate or poorly justified service recommendations
• repeated failure to meet expected timeframes or reporting standards
• persistent communication breakdowns across multiple cases.

Comcare uses this information to monitor provider performance, ensure compliance with operational standards, and take action under the Workplace rehabilitation provider performance monitoring framework (PDF, 162.4 KB), where necessary.

You can contact Comcare at wrp.management@comcare.gov.au.

Employers are also encouraged to seek feedback from providers as well as rehabilitation case managers to help identify what worked well, and what did not, to inform and guide future interactions.