Our strategy and values
2026 - 2030 Strategy
Who we are
The Office of the Independent Review Officer (IRO) is an independent agency. We review complaints about insurers within the motor vehicle crash and workers compensation schemes within NSW. We also manage access to funded legal services for injured workers.
This 2026-2030 Strategy outlines
- The services we provide
- our priorities over the next four years
- how we will improve our processes and service delivery.
You can also download the 2026-2030 strategy as a PDF.
We report on our work and performance each year in our Annual Report.
On this page
Message from the Independent Review Officer
I am proud to introduce the Independent Review Office's Strategy for 2026–2030.
We provide a vital, independent service to the community pursuing fair and just outcomes so that people who are injured at work or on the NSW roads can access the support and benefits they are entitled to. We do this by supporting them with handling complaints or disputes with their workers compensation or comprehensive third party (CTP) insurer.
Since my appointment as Independent Review Officer in early 2025, I have been privileged to build on the Independent Review Office's (IRO's) strong record. Listening to our stakeholders, there are opportunities to strengthen how we work. We can amplify our influence and impact on the performance of the schemes we work within, improving the practice and decision making of insurers, and supporting the sustainability of the schemes by achieving early resolution of disputes.
By delivering on this Strategy, we will continue to build the trust and confidence that the NSW community has in the service we provide, and to make that service exemplary—the people we serve deserve nothing less.
Samantha Taylor PSM
Independent Review Officer
What we do
The Independent Review Officer is an independent statutory office established under Schedule 5 of the Personal Injury Commission Act 2020 (NSW).
We work with people injured at work or in motor vehicle crashes, their insurers, industry regulators, unions and the legal profession to find solutions to complaints and disputes about a claim.
Our functions are:
Influencing Scheme Policy
We contribute to policy development and also conduct inquiries into issues that affect the experience of people injured at work or on our roads, making recommendations to improve the operation of the workers compensation and CTP schemes.
Promoting Complaint Practices by Insurers and Employers
We work with stakeholders to promote best practice in complaints handling and to encourage early and just complaint resolution by insurers and employers.
Dealing with Complaints
We support people injured at work or on our roads to find fair and timely solutions to complaints about their insurers. Any person with a workers compensation or CTP claim can complain to us if their insurer does something that impacts their rights and entitlements.
Funding Legal Assistance
We fund Approved Lawyers to provide legal support and representation to people injured at work to assist them with disputes with their workers compensation insurer.
Our Vision and Purpose
When you contact the IRO, we provide structured complaint handling and review services.
Our Vision
Every person injured at work or in a motor vehicle crash is able to access the benefits and support they are entitled to—simply, fairly, and with respect.
Our Purpose
We provide independent support to people with complaints or disputes about workers compensation and motor crash claims and use what we learn to help improve the schemes.
Our Values
Our values guide how we work and support the community, stakeholders, and each other.
Integrity
We will act ethically, honestly, consistently and impartially, providing support to people equally without prejudice or favour. We will be clear and transparent in our communications and our decision making and place the wellbeing of the public who need our support first.
Accountability
We take responsibility for our decisions and the outcomes we strive for. We will be transparent about our activities to enable public scrutiny, and use our resources efficiently, effectively and prudently.
Trust
We will deliver our functions in accordance with our responsibilities under the Personal Injury Commission Act 2020 and the enabling legislation, acting as an independent voice for people who are injured. We will build relationships with our stakeholders based on mutual respect. We will listen and learn from people's experiences of the schemes and from our stakeholders, and welcome feedback.
Service
We will focus on the needs of people who are injured at work or on our roads, be person-centred in our handling of complaints and disputes that affect their rights and entitlements, and work with legal representatives and insurers to get fast and fair resolution to issues. We will be flexible and creative in our approach to resolving complaints, taking a person-centred approach and always striving for excellence.
Our Priorities
Over the next four years we will continue to promote improvements in insurer practice, contribute to the regulation of the workers compensation and CTP schemes, and continually work to improve the way we undertake our responsibilities to benefit the people we serve.
Excellence in Customer Service
Providing trusted, accessible, person-centred and effective support to assist people to resolve issues with their insurer in a fair and timely manner, including access to quality legal representation if they need it:
- Being flexible in our approach to dealing with complaints and dispute resolution support so that people get a fair outcome
- Listening to the needs of the person and striving for early solutions to their issues
- Taking a trauma-informed approach to supporting people with complaints
- Making it easy to raise issues with us
Informing Scheme Improvements
Identifying and acting on issues that affect the experience, rights and entitlements of the people who participate in the workers compensation and CTP schemes, to support regulation and policy development:
- Engaging with stakeholders to improve outcomes for people
- Supporting effective regulation of the schemes to get the best outcomes for the community
- Using our insights to inform policy
Working Smarter
Maturing our systems, data and ways of working so we use our resources efficiently and to maximum effect:
- Secure, efficient and contemporary systems
- Effective governance
- Quality data and reporting that meets stakeholder needs
Empowering Our People
Investing in our people, making the best use of their skills and capabilities to deliver excellence in our services:
- Supporting our people to be the best they can be at work
- Using our expertise to benefit the community
- Positive and collaborative workplace culture