2026-2030 Strategy
The role of the Workers Compensation Independent Review Officer has been re-established as the Independent Review Officer from 1 March 2021 under the Personal Injuries Commission Act 2020.
The Office of the Independent Review Officer (IRO) is a separate public service agency with expanded jurisdiction to deal with complaints from persons injured in motor vehicle accidents and to manage and administer the Independent Legal Assistance and Review Service (ILARS) as a legislated function.
The 2026-2030 Strategy encompasses these reforms, and sets out the Vision, Values, Priorities and underlying Strategies for transformation and improvement for the Independent Review Officer.
The IRO will report on progress against the Strategy in future Annual Reports.
IRO 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.
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.
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.
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.
Policies
Public Interest Disclosure (PID) Policy
Public servants are encouraged to report suspected or possible wrongdoing in the public sector. This is called a public interest disclosure (PID). The Department of Customer Service Public Interest Disclosure Policy provides an effective framework for the reporting and managing of public interest disclosures and the protection and support available for people who make them. The DCS PID policy can be found here.
Learn more about how to report Fraud, Corruption and Misconduct concerns about the Office of the Independent Review Officer here.