It is our aim to apply our highest standards to everything we do. The following service standards apply to WorkCover staff and management.
Service Centre
We will ensure that at least 90 per cent of telephone calls will have no more than five rings before answering during business hours, 8.30am to 5.30pm, Monday to Friday. When you contact our Service Centre on 13 18 55 you will be directed to a Service Centre officer who can answer your enquiry.
Messaging
Where possible, we will respond to all messages within one working day, and where possible, calls will be answered by a person. During business hours, where messaging technology is authorised by the relevant general manager, we will provide you with the option of being transferred to a person.
Written enquiries
We will reply to at least 90 per cent of written enquiries, including emails, within 10 working days. For complex queries we will send an acknowledgement within three working days, and include the timeframe for response.
Complaints
We will respond to written complaints within 10 working days and, where investigation is required, do all we can to resolve them within 21 working days. Where investigation indicates a longer period is required, you will be advised of that timeframe. We will act promptly, impartially, sensitively, confidentially and according to the principles of natural justice.
Privacy and confidentiality
We recognise the importance of protecting confidentiality. We will only release details about you:
- where it is necessary in the course of business
- where we are required to do so by law
- where we have advised you in writing and you have not indicated that you wish to opt out of the process.
Website
We will continually review our web presence to ensure our stakeholders have access to the most up-to-date information about WorkCover. Our website is intended to be available 24 hours a day, everyday. Scheduled maintenance periods are advertised on our website.
Online user support
We will provide online user support for publicly accessible electronic functions during business hours, 8.30am to 5.30pm, through our Service Centre. Alternatively, we will respond to online queries to our Service Centre within one working day, or advise a timeframe for a response.
Publications
We will ensure orders are posted within five working days (stock permitting).
Accounts
We will process accounts under agreed commercial terms with the supplier or within 30 days from receipt of the account. If a dispute exists, we will advise the supplier within 14 days of receipt of the account.
Site visits
When we conduct a site visit or an audit, we will negotiate an appropriate time with you in advance. We will make every attempt to accommodate your business need to continue operating while the site visit or audit is conducted.
If we anticipate being late for an appointment or we are unable to attend due to circumstances beyond our control, we will contact you prior to the appointment time to either apologise for any inconvenience or arrange a more suitable time.