Our commitment to the scheme

This section contains information on our role within the workers compensation and injury management scheme and our commitment to stakeholder engagement, customer feedback and disability access and inclusion.

Our role, purpose and values
Our role

Our role is to lead a contemporary, sustainable and integrated workers compensation scheme that is fair, accessible and cost effective for all participants.

We achieve this through the effective regulation and administration of the Workers Compensation and Injury Management Act 2023 (the Act), resolution of disputes, provision of quality policy advice to government and maintenance of excellent stakeholder relationships.

To ensure the State’s workers compensation and injury management scheme operates effectively for the people of Western Australia, we:

  • promote understanding of the workers compensation scheme through education and information
  • support the return to work of injured workers
  • regulate service providers that perform functions under this act
  • monitor compliance by workers, employers and service providers affected by the workers compensation scheme
  • issue guidelines to assist service providers to perform their obligations under the Act
  • provide for the resolution of disputes in a manner that is fair, just, economical, informal and quick
  • fix recommended premium rates for workers compensation policies
  • collect data from service providers and compile and publish information and reports as considered necessary and desirable
  • advise the Minister for Industrial Relations on the operation and effectiveness of the workers compensation scheme and any matter the Minister refers to WorkCover WA.

Funding

WorkCover WA is funded through an annual levy on insurers approved to underwrite workers compensation insurance in Western Australia, and on approved self-insurers.

Legislation administered

WorkCover WA administers a number of related workers compensation and injury management legislation and rules.

For legislation administered by WorkCover WA, see the Legislative Framework page.

Our purpose
Our purpose is to lead a contemporary, sustainable and integrated workers compensation scheme that is fair, accessible and cost effective for all participants. We achieve this through:

  • providing advice and guidance on workers’ injury management and return to work practices
  • active, responsive and transparent management of the scheme
  • focused information, education and compliance activities
  • fair and speedy dispute resolution
  • a strong service focus.
Our values
Our core values are:

Service

  • we are clear about what we will deliver
  • we consider our scheme participants and their needs
  • we commit, act and deliver.

Excellence

  • we are proactive, positive and flexible, and act strategically
  • we recognise that change is constant and that it can bring opportunity
  • we build on opportunities.

Respect

  • we embrace diversity & individual differences
  • we seek to understand and recognise people’s interests and rights
  • we are fair and prompt in our actions and dealings with others.

Integrity

  • we are trustworthy and accountable
  • we act in a consistent and impartial manner
  • we are transparent in our decision making.

Collaboration

  • we work as a team
  • we value the contribution of others
  • we embrace a culture of open communication.
Stakeholder engagement
WorkCover WA continues to maintain a strong emphasis on actively working with external stakeholders through consultation, feedback and collaboration. This focus allows us to improve the workers compensation system in ways that are meaningful and relevant to our stakeholders. We value the positive relationships we have with our stakeholders as these provide us with important feedback on the success of our various activities and functions and affords us the opportunity to make improvements such as:

  • increasing the quality of policies and practices
  • improving successful implementation of initiatives
  • increasing the chances of voluntary compliance
  • increasing the scope for partnerships.
Our stakeholders
Our key stakeholders include:

  • workers injured through a work-related accident or disease
  • employers who are required by law to take out workers compensation insurance
  • the Western Australian Government
  • insurers/self-insurers and insurance brokers
  • vocational training, human resource and OSH (occupational health and safety) officers
  • workplace rehabilitation providers
  • medical and allied health providers
  • legal practitioners and registered independent agents
  • unions and employer associations
  • the greater community.
Stakeholder Engagement Charter

The WorkCover WA approach to making engagement meaningful.

The WorkCover WA Stakeholder Engagement Charter (the Charter) sets out the agency’s commitment to engagement. It signals the intent to better listen, inform, consult and involve all stakeholders. The Charter sets out our engagement values, outlines when and in what circumstances engagement will occur, and how stakeholders can be involved.

Customer feedback
Stakeholders can provide feedback on the services WorkCover WA provides by utilising the Customer First Feedback System.

Feedback from customers is the most immediate and effective way we can analyse public perception of its performance. The Customer First Feedback System forms part of WorkCover WA’s commitment to continuously improve services to customers and the community.

WorkCover WA’s Customer First Feedback System complies with the Australian Standard on Guidelines for complaint management in organisations (AS10002:2022). It provides customers with an avenue to deliver positive or negative feedback about the agency’s services, decisions, procedures, policies and facilities.

This feedback process increases our understanding of customer needs and expectations and identifies opportunities for organisational improvements. Customer feedback is reported regularly to the agency’s Corporate Executive for discussion and trend identification.

Complaints against a scheme participant

Similarly, we would like to hear your concerns if you have a complaint against a scheme participant.

Disability access and inclusion

We are committed to facilitating the inclusion of people with disability by ensuring flexible access to our facilities and services and through ensuring our recruitment and selection processes and our organisational policies align with the needs and aspirations of people with disability.

The WorkCover WA Disability Access and Inclusion Plan 2022 – 2027 (the Plan) outlines a range of measures and activities to improve the accessibility of our services for stakeholders and community members with disability and similarly the prospects and wellbeing of our staff with disability. The Plan outlines how WorkCover WA is ensuring people with disabilities have equal access to our facilities and services.

Accessibility

We are committed to ensuring our website is accessible for everyone, including:

  • people with disabilities
  • people using mobile devices
  • those with slower internet connections
  • rural and regional users.

We are working towards improving our compliance with the standards set by the Web Content Accessibility Guidelines 2.0 (WCAG).

If you have any feedback, suggestions, or are having difficulties navigating our website, fill out our Customer First Feedback Form or call our Advice and Assistance Service on 1300 794 744.

Work health and safety

Our commitment to a healthy and safe workplace

We are committed to maintaining high standards of work health and safety for all employees, contractors and visitors, as outlined in our Work Health and Safety Commitment Statement 2022.

Our goal is to have a workplace that is free from work-related injuries. Work health and safety is both an individual and a shared responsibility. Every employee has an important role in preventing injuries, identifying hazards, and improving workplace health and safety standards.