Service Improvement, VWA 30 June 2006
Version 2.2 Page 1
Complaints handling at the VWA
The VWA is committed to actively seeking client and stakeholder feedback.
Complaints about the VWA, our WorkCover Agents or service providers are an important aspect of client feedback.
We value this feedback and see it as an opportunity to improve our service.
The VWA has developed complaints handling processes which comply with the Australian
Standards and Australian Securities and Investments Commission (ASIC) policy statement
and encourages anyone who has contact with the VWA to provide feedback. There is no
fee associated with providing feedback or having a complaint investigated.
The VWA will consider all feedback in a manner that is fair both to the complainant and to
the party being complained about and which equally values all views.
The VWA will manage complaints consistently with its corporate values of being
constructive, accountable, transparent, effective and caring.
Constructive
We are constructive in the way we provide information, advice and service.
Accountable
We are accountable for what we do and what we say. We live up to our promises.
Transparent
We work in a transparent way in an environment which is open and honest.
Effective
We are effective by working collaboratively to deliver high quality services.
Caring
We demonstrate care by showing empathy in our dealings with everyone we work with.
My Responses:
Yeah Right, sure you are! This pdf is a load of crock! The VWA are none of the above.
Claimants are treated as second classes citizens by workcover, they (workcover) are not caring nor transparent and are far from honest.
Their main aim is to prevent paying victims of a workplace injury and keeping the employers happy.
Their feedback to our complaints is by statue barring our files and refusing to speak to us! that's not working with claimants that's working against us! and explain to me how workcover can refuse to pay an injured worker when the act clearly states: that all workers are covered by workcover's insurances no matter who caused the injury? Yet they(workcover) are denying claimants payments even before it has been sent to court.
We are already disadvantaged by the injury and then we are expected to be able to hire solicitors when we have no income and I believe that workcover relies on this issue heavily especially with serious injuries, and that is why this system takes so long, because they figure that many will give up and unfortunately many do! That's not showing a caring and transparent service now, is it?
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