The Victorian Ombudsman (VO) tabled a report in parliament on 3 December 2019, following an investigation into the management of WorkSafe complex claims for the 2017/18 period. Gallagher Bassett (GB) acknowledges the findings and is committed to working with WorkSafe to implement the VO’s recommendations.

In its report, the Ombudsman acknowledges that improvements have been made across the Scheme to the claims process since its 2016 review. GB implemented a number of changes across the business to address the recommendations of the 2016 Ombudsman Report and remains committed to improving service delivery.

The report also identifies opportunities to further improve support to injured workers in the Scheme. GB is disappointed that the process improvements it put in place after the 2016 review failed to fully address key decision-making issues. GB will continue to review its processes and training to ensure full compliance with the Ombudsman’s recommendations.

“At GB, we continually look for ways to improve our claims management process and welcome any feedback that helps us achieve that goal and provide better service to injured workers” said John McNamara, Chief Executive Officer, GB Australia.

“I’d like to acknowledge the leadership of WorkSafe’s CEO Colin Radford, and his commitment to making improvements to the Scheme. The team at GB are looking forward to working alongside Colin and the WorkSafe team, as we seek to identify and pursue continuing improvements to drive better injured worker service and outcomes."