PERIODIC PERFORMANCE REVIEW

K A GarlingWORKCOVER INDEPENDENT REVIEW OFFICERJanuary, 2013

04/19/2023

Complaints\Communication

Complaints\Delay

Complaints\Medical costs

Complaints\Medical treatment

Complaints\Other

Complaints\Weekly Benefits

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Advice GivenILARS Invoice Approved - PaidInformation ProvidedNo Error FoundOOJ - Not Referred

COMPLAINTS BY ISSUE TYPE

04/19/2023

NUMBER OF COMPLAINTS RECEIVED BY MONTH

Complaint\Preliminary Enquiry

ILARS\Accepted

ILARS\Assessment Pending

ILARS\Declined

ILARS\Withdrawn

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

OctoberNovemberDecemberJanuary

04/19/2023

NUMBER OF CASES CLOSED

49%

7%

44% ComplaintEnquiryILARS

04/19/2023

NUMBER OF COMPLAINTS BY TYPE

Complaints\Communication

Complaints\Delay

Complaints\Incorrect Calculations

Complaints\Medical costs

Complaints\Medical treatment

Complaints\Other

Complaints\Weekly Benefits

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

DecemberJanuary

04/19/2023

NUMBER OF COMPLAINTS RECEIVED BY MONTH

85%

6%

8%

1% 0%

ILARS\Accepted

ILARS\Assessment Pending

ILARS\Declined

ILARS\Withdrawn

Complaint\Preliminary Enquiry

Other

04/19/2023

SOURCES OF COMPLAINTS RECEIVED OCTOBER 2012 – JANUARY 2013

October

November

December

January

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Complaint 13 NumberComplaint EmailComplaint LetterComplaint Telephone

04/19/2023

SOURCES OF ENQUIRIES RECEIVED OCTOBER 2012 – JANUARY 2013

October

November

December

January

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

13 NumberEmailIn PersonTelephone

04/19/2023

SOURCES OF ILARS CASES RECEIVED OCTOBER 2012 – JANUARY 2013

13 Number

Email

In Person

Letter

Telephone

Website

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

OctoberNovemberDecemberJanuary