1. Workers Compensation Commission Case Management Forum

2. 2011 Survey Commission’s 3 rd survey, with previous surveys conducted in 2004 and 2008. Engaged New Focus consultants to undertake survey. Aims of the research:   Identify the Commission's strengths and opportunities for service improvements   Understand user expectations and experiences regarding Commission services   Measure satisfaction with these services, and   Get feedback on information provision, sources of communication and access and equity issues.

3. 2011 Survey Findings across a broad range of areas, including improvements such as:   80 per cent of legal representatives are satisfied or very satisfied with Commission’s services (up from 54 per cent in 2008)   71 per cent of workers are satisfied or very satisfied (up from 70 per cent in 2008)   43 per cent of insurers are satisfied or very satisfied (up from 39 per cent in 2008)   35 per cent of employers are satisfied or very satisfied (equal to 2008 levels).

4. Survey Findings The report also identifies a number of opportunities for improvement:  more effective information provision and communication with insurers and employers  regional access for conduct of medical examinations and conciliations/arbitrations.

5. Survey Findings Satisfaction has improved from 39 per cent in 2008 to 43 per cent in 2011. Dissatisfaction has also decreased with 22 per cent dissatisfied in 2011 compared to 28 per cent in 2008. Employer and insurer dissatisfaction with Arbitrators at teleconference has increased since 2008 with over half of participants surveyed dissatisfied to some degree (56 per cent).

6. Survey Findings Overall insurer / employer satisfaction with Arbitrators were either consistent with 2008 levels or improved across all attributes, except for attempting to resolve the dispute in the conciliation phase. Insurer ratings were significantly less favourable than those reported by legal representatives and injured workers. However, there was an increase in the number of ‘very satisfied’ ratings in comparison to 2008.

7. Possible Future initiatives Regular participation in WCA training seminars Increased involvement in Case Management Forums Options for more effective liaison with Scheme Agents, Self and Specialised Insurers 7

8. Contact Details Telephone: 8281 6350 Email: sian.leathem@wcc.nsw.gov.au Website: www.wcc.nsw.gov.au