Letter · Personal Injury & Compensation

Complaint to the Independent Review Office about a workers compensation or CTP insurer

Letter for a complaint to the New South Wales Independent Review Office about a workers compensation insurer or a CTP insurer, with the two pathways kept apart.

Kind: Letter. A letter or email you adapt and send.
Where it applies: New South Wales
AI use: Yellow You and the tool draft together, with you directing. You check every statement you rely on.
Law stated as at: 23 October 2026
Status: Maintained. Checked on 23 October 2026 against the 3 authorities it cites, for New South Wales.
Version: 1
Source: Written for this library

When to use it

Use when a problem with a New South Wales workers compensation insurer or CTP insurer has not been resolved directly with the insurer, and the firm tells the Independent Review Office what is wrong. Do not use it for the insurer's own internal review, the SIRA review form, or an application to the Personal Injury Commission.

Used for these tasks

Each task page says how far AI may help with the task and what the lawyer must review.

How AI may be used

The tool may prepare this letter from the claim file and list what was already asked of the insurer, and the lawyer decides whether the Office is the right path and sends it.

AI may

State whether the claim is workers compensation or CTP, and what was already raised with the insurer
List delays, a declined claim, treatment not approved, poor communication, or an entitlements dispute, using events already on the file
Index the insurer's letters that are being complained about

AI must not

Must not fill in the Office's web form. Its fields did not render on the page that was opened, and they are not invented here
Must not say this complaint is the insurer's internal review, a SIRA review, or a Personal Injury Commission application
Must not say the complaint stops time, or that the Office can change a decision, beyond the outcomes the workers page lists
Must not state what the CTP page says the Office cannot do. That part of the page was not read. The complaints-about-insurers policy was not opened

The lawyer checks

Lodge the complaint on the Office's form where a workers compensation or CTP claim has been made and the problem cannot be resolved with the insurer. If no claim has been made, the page points elsewhere. The complaint page prints 139 476
Workers complaints on the page include delays, a declined claim, treatment not approved, poor communication, and disputes about entitlements. The steps are contact online or by phone, contact with the insurer, review against the scheme rules, and resolution
Workers outcomes the page lists are to progress delayed payments or decisions, clarify how a decision was made, address claim management, resolve insurer disputes, and improve communication
For more complex workers compensation disputes the page says the Office manages ILARS, can arrange approved lawyers, and can fund advice and representation for eligible matters. Who is eligible is not set out beyond those words
Some disputes can be referred to the Personal Injury Commission. The Office can explain the process and the options. It says it does not represent either party
CTP: try the insurer first, by a complaint and a response, or by asking for a review of the decision. The Office looks at delays in determining the claim and at weekly benefits or medical treatment
If the CTP outcome sought is not achieved, the page says the Office can explain how guidelines or legislation may have applied and whether a formal dispute path exists. It reviews a complaint usually within 2 business days. The can and cannot lists were not read
Health, wage and scheme records stay in the firm's approved tool. ASCR r 9 and APP 11 apply. A breach may be notifiable under the Privacy Act 1988 (Cth).

Method: how the Green, Yellow and Red levels are decided. This is guidance for planning, not legal advice.

Authorities

Read the full text

The full text is available after you log in. It is free. When you log in you can:

read the whole precedent, with its drafting notes beside it;
copy it, or download it as a Word file or Markdown;
add it to your firm’s knowledge base, so colleagues can find it;
let the AI tools you connect read it from that knowledge base.

The summary, the law it rests on and the AI-use guidance above stay public. Privacy.

More in Personal Injury & Compensation

All precedents for Personal Injury & Compensation · Tasks and AI use in this area