Service charter

At WorkCover we want to make sure that you receive a high standard of service from us and our claims agent Employers Mutual.
We are committed to providing advice and information clearly; to always being courteous, considerate and respectful; to meeting
agreed actions and deadlines; and to maintaining confidentiality and privacy in accordance with legislative requirements

Our commitment to you. We will:

• actively listen and confirm our understanding of the matter
• meet agreed actions and deadlines
• address matters impartially and sensitively
• maintain confidentiality and privacy in accordance with legislative requirements
• provide clear explanations for any decisions we make
• be accountable for our decisions and actions
• inform you of your review and appeal rights
• provide advice and information clearly and to a level that is appropriate for the situation
• be courteous, considerate and respectful
• ensure easy access to our services, information and resources
• provide services and information in your preferred language and format as required
• be respectful and responsive to cultural beliefs and values
• provide an interpreter when required
• consult with stakeholders to improve products and services where appropriate.

WorkCoverSA Service Charter November 2008 [527.39 KB]
Click here for a copy of Employers Mutual's Service Charter

Code of claimants rights

The 2007 Clayton Walsh Review of the South Australian Workers’ Compensation System Report recommended that WorkCover develop a Code of Workers’ Rights similar to one developed by the New Zealand Accident Compensation Corporation Scheme.

The Workers Rehabilitation and Compensation (Scheme Review) Amendment Act 2008 introduced new section 123B into the Workers Rehabilitation and Compensation Act 1986 which contains the power to make a Code of Claimants’ Rights by regulation.

This section came into effect on 1 July 2008, however, a Code of Claimants’ Rights has not yet been regulated.

The purpose of the Code of Claimants’ Rights is to ensure that injured workers receive the highest practicable standard of service and fairness.

The Minister for Industrial Relations requested that the Workers Rehabilitation and Compensation Advisory Committee (WCRAC) advise on what the Code should include. In 2009, WRCAC distributed a consultation paper to WorkCover stakeholders and requested feedback on a draft Code.

This consultation led to WRCAC providing the Minister with recommendations regarding the Code; the Minister is currently considering these recommendations. Stakeholders will be notified when the Code is finalised.