Independent Review Office

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Guidance for insurers

Under Schedule 5 Part 4 of the Personal Injury Commission Act 2020 , the Independent Review Office (IRO) is responsible for handling complaints about insurers.

The IRO can deal with complaints about any act or omission by an insurer—including decisions or delays—that affect a claimant’s entitlements, rights or obligations under workers compensation or motor crash legislation.

How we handle complaints

Complaints from people injured at work or in a motor vehicle crash within NSW are managed by the IRO’s Engagement and Resolution (ER) Team.

When we receive a complaint, we will:

  • Assess the complaint and contact the person if further information is required.
  • If relevant contact the insurer with a Notice of Complaint and seek their response to the issues raised and any outcome sought.
  • If a complaint is not the best way to resolve an issue, we will explain why and provide any relevant referral information.
  • Update the person as to the status of their complaint.

Complaints about Insurers Policy

The IRO has published a policy outlining how complaints about insurers are managed, including timeframes and processes.

You can read the Complaints about Insurers Policy for more detailed information.

Engagement with Insurers

The Engagement and Resolution Team regularly engages with insurers to:

  • Share insights on complaint trends and common issues
  • discuss opportunities for improvement across the scheme
  • Provide feedback based on complaint outcomes

The IRO can also provide tailored reporting to individual insurers.

If you are an insurer and you would like to meet with the ER Team, please contact

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