Our people and structure
The IRO is led by the Independent Review Officer and supported by a team of specialists who work across different areas.
Engagement and Resolution
The Engagement and Resolution team helps injured people at work or in a motor vehicle crash resolve complaints about how their insurer is handling their claim. They respond to enquiries, work with insurers to address issues and aim to find fair and timely early solutions where possible.
The team also leads community engagement by raising awareness of IRO services, improving accessibility and connecting with communities through outreach and communication activities. In addition, the team uses data analysis, legal insights and trend identification to better understand common issues and identify system-wide problems that may affect injured people.
Legal Assistance, Policy and Strategy
The Legal Assistance, Policy and Strategy (LAPS) team manages the Independent Legal Assistance and Review Service (ILARS), which provides funding to support eligible injured workers access legal advice and support. The team works with approved lawyers to ensure funding is used effectively and helps identify matters that may benefit from early resolution.
The team also provides expect advice on how the workers compensation and motor vehicle crash systems are working. They help develop reports, contribute to policy changes and make recommendations to improve outcomes for injured people and the overall system.
Corporate and Enabling Services
The Corporate and Enabling Services team supports the IRO’s day-to-day operations to ensure the agency runs effectively and responsibly. This includes governance, risk and compliance and strong decision-making processes across the organisation.
The team also manages finance and procurement, information technology, records and information management, data and reporting, internal communications, and people and culture. Their work helps ensure IRO meets its obligations and continues to deliver reliable, high-quality services.