IRO Agency information guide

This guide explains what the Independent Review Officer (IRO) does, the information we hold, and how you can access it.

It is published under the Government Information (Public Access) Act 2009 (GIPA Act). This law gives you the right to access government information unless there is a strong public interest reason not to release it. 

About the IRO

The IRO is an independent statutory office established on 1 March 2021 under the Personal Injury Commission Act 2020 (PIC Act).

We are a separate public service agency. The Independent Review Officer leads the agency and is responsible for our work, staff and overall performance.

What we do

We provide services to who have been injured at work or in motor vehicle crashes within NSW and have a problem with their insurer.

Our main functions are to:

• Resolve complaints from persons injured at work or in motor vehicle crashes with their insurers
• manage the Independent Legal Assistance and Review Service (ILARS)
• carry out inquiries into the workers compensation and motor vehicle crash schemes
• Provide education and information to the community and stakeholders

We also publish an Annual Report each year. It explains what we have done, how we have carried out our work, and includes key information about complaints and outcomes. You can read our Annual Reports on our website.

In addition to these functions, we manage our day-to-day operations, including:

• financial management
• staff and recruitment
• procurement
• technology and systems
• risk and compliance
• compliance with laws and policies

We are supported by the Department of Customer Service (DCS) for some corporate services.

How we are organised

The Independent Review Officer leads the agency and is responsible for our work and performance.

Find out more about IRO’s people and structure.

Our purpose and priorities

The 2026-2030 Strategy sets out our purpose, priorities and areas of focus.

We report on our progress each year in our Annual Report.

IRO Values

Our values guide how we work and support the people who use our services.

We are committed to the NSW public sector values:

• Integrity – we act honestly and ethically
• Trust – we build confidence through our actions
• Service – we focus on people’s needs
• Accountability – we take responsibility for what we do

We also focus on being:

• Independent – fair and impartial
• People-focused – putting injured people first
• Respectful – treating everyone with dignity
• Expert – using our knowledge to deliver better outcomes

You can read more about our approach on our Strategy and values.

Community participation and feedback

We welcome feedback from the community and stakeholders and we it to improve how we work and support the community. You can share your feedback, suggestions or concerns about our services, decisions, policies or processes.

For more information about how to provide feedback and how we manage it, please see our Feedback, Compliments and Complaints Policy.

From time to time, we may invite the public to make submissions on discussion papers and reports. When this happens, we provide details on our website about how you can take part.

An important way to participate is to subscribe to our mailing lists, newsletters and social media pages by signing up here.

Stay Connected

We use IRO LinkedIn account  to share updates, publications and events. This helps keep the community and stakeholders informed about our work.

Feedback and complaints about us

We are committed to improving our services.

We welcome:

• complaints
• compliments
• suggestions

All feedback is handled confidentially and in line with privacy laws.

You can provide feedback through our website or by contacting us directly.

Information access

Your right to information

The IRO supports open and transparent access to government information.

People in NSW have the right to access most government information under the Government Information (Public Access) Act 2009 (NSW) (GIPA Act).

In general, you can access information unless there is an overriding public interest against disclosure, such as protecting privacy, safety or legal obligations.

You can read more Access to information page .

Information we hold

IRO holds a range of information to support our functions and services. This includes:

• policy and planning documents
• internal administrative records
• correspondence with public, insurers and NSW government agencies
• submissions, reports and research
• information resources for stakeholders and the community
• personal and health information
• legal documents and advice.

We manage information in line with relevant laws, including privacy legislation. For more information, see the IRO Data Breach Policy.

What kind of government information is made available and how

We make information available under the GIPA Act in four ways:
•    open access information
•    proactive release of information
•    informal access
•    formal access.

Open access information

Under the Government Information (Public Access) Act 2009, we are required to make certain information available on our website, free of charge (sections 6 and 18 of the GIPA Act). This is called 'open access information' and includes this Agency Information Guide and our:

• policy documents
• annual reports
• IRO Strategy
• submissions
• statistical information
• our disclosure log

Proactive release of information

We also make information available proactively where possible.

This includes information we consider to be of interest to the public, such as:

• guidelines
• brochures
• bulletins
• fact sheets
• statistical publications

Informal access

You can request information informally without making a formal application.

We may be able to provide information such as:

• your personal information
• documents you have provided to us
• copies of correspondence
• other information that does not raise privacy or public interest concerns

Read the Access to Information page to learn more about the application process.

If you would like to make an informal request for information, please email the IRO Privacy Officers at [email protected].

Formal access applications

If the information is not available online or through informal request, you can apply formally under the GIPA Act.

A formal application must:

• be in writing
• clearly describe the information you are seeking
• include the required application fee

Read the Requesting information from us page for more detailed information about the application process.

When information may not be released

In some cases, we cannot release information.

This may happen where there is an overriding public interest against disclosure, including:

• protection of personal privacy
• legal or regulatory restrictions
• safety or security concerns

Some information is excluded under the GIPA Act, particularly information related to complaint handling and investigations.

You can find out more about your right to information by visiting the Information and

Privacy Commission NSW website at https://www.ipc.nsw.gov.au/

Disclosure log

We maintain a disclosure log of information released through formal GIPA applications.

The disclosure log:

• lists information released to applicants
• includes information that may be of interest to the public
• supports greater transparency

Information and Privacy Commission

The Information and Privacy Commission NSW (IPC) promote and protects information access rights in NSW and provides information, advice, assistance and training for agencies and individuals on information access matters.

To learn more about citizen rights and agency obligations visit the IPC website.