NSW Minister for Finance, Services and Property, Dominic Perrottet announced yesterday in a media release that he has asked WorkCover NSW to conduct a survey of both workers and businesses about their experience of the NSW Workers Compensation Scheme.
Workcover NSW To Learn From Customer Feedback
Mr Perrottet said the move would help the government better understand what customers of the Scheme experience on a daily basis and inform future changes to its operations.
“Experiencing an injury at work can range from trying to traumatic – for workers, their families and their employers,” he said. “More than 60,000 workers lodge a claim each year and I want to ensure WorkCover is best positioned to meet the needs of all stakeholders.”
WorkCover NSW has written to over 5000 injured workers and businesses asking them to participate in an anonymous online survey, and is also encouraging others that have been involved in a workers compensation claim to complete the survey.
Participants will be asked to share their opinions about the customer service they received from their insurer and WorkCover, their interactions with medical providers, the quality of the information they received about their rights and obligations, their overall satisfaction with the claims process and what they think can be done better.
A series of focus groups with injured workers and businesses would also be conducted simultaneously to help explain the quantitative data generated from the survey.
Minister Perrottet said understanding what customers and core stakeholders want would assist WorkCover in improving its service.
“The Baird Government is committed to running a Worker’s Compensation Scheme that is both fair and sustainable,” he said. “Our sound financial management now means we can focus on enhancing other aspects of the Scheme.”
“Recent Parliamentary and statutory inquiries also showed that there was more to do to get the system right and this survey will help us learn more about what needs to be done,” he said.
“I have no doubt that this will be a learning curve for WorkCover – but I am confident that putting customers at the centre will lead to improved outcomes for all.”