Operating hours
8:30am to 12:30pm and 1:30pm to 5pm Monday to Friday (excluding public holidays)
Please note: The IRO will close at 3pm on 24 December 2025 and re-open for full services at 8.30am on 12 January 2026. The Independent Legal Assistance and Review Service will not be available during this period. Our Solutions service will be available for members of the community with urgent complaints from 5 January 2026.
Injured at work or in motor vehicle accidents
If you have a complaint or enquiry about your insurer, please use our online form.
Telephone
If you are unable to email us or complete our online form, you can contact us on 139 IRO/139 476
Other IRO Contacts
ILARS ilarscontact@iro.nsw.gov.au
Our Independent Legal Assistance Review Service (ILARS) funds the legal costs of eligible injured workers to pursue their rights and entitlements under the workers compensation scheme. This service provides access to free, independent legal advice for injured workers in circumstances where there is a disagreement with insurers regarding entitlements.
IRO Solutions complaints@iro.nsw.gov.au
Our Solutions team helps people injured at work or in a motor accident with complaints about the conduct of their insurer that affects their entitlements or rights under the NSW workers compensation or NSW CTP schemes. The Solutions team also provides general advice and answers general enquiries about the NSW workers compensation scheme, and also the entitlements of injured workers and obligations of insurers under this scheme.
Media communications@iro.nsw.gov.au
Other inquiries contact@iro.nsw.gov.au
Information for non-English speakers and interpreter service
If English is not your first language you can contact us through the Telephone Interpreter Service (TIS) on 131 450. Interpreters can be arranged by the IRO to discuss a complaint or TIS will organise for an interpreter in your language to be on the telephone when you contact us. TIS is a free and confidential service.
In addition IRO has produced a brochure containing information in various community and linguistically diverse languages. You can access the brochure here.