Customer Experience and Outcomes Study

Client: State Insurance Regulatory Authority (SIRA)

Please read the important message from SIRA below:

SIRA Survey postponed due to COVID-19 pandemic: Understanding the experience and recovery of people in the workers compensation and CTP schemes

Update 25 March - Due to the pandemic that is affecting our lives so quickly and in so many ways SIRA will not proceed at this time with this survey.

This decision was made after letters were sent to some people who have made a workers compensation or CTP claim in 2019. The letters were sent via Australia Post on Friday 20 March 2020. With the COVID-19 situation escalating quickly after the letters were sent, we decided immediately that we now have to postpone the survey.

During this time SIRA is continuing to oversee the state’s workers compensation, compulsory third party (CTP) insurance and home building compensation schemes. We will consider undertaking this research in the future.

For more information please contact:

Further information is available on SIRA’s website.

(Please click on the headings below to reveal further information.)

The State Insurance Regulatory Authority (SIRA) is the New South Wales Government agency that oversees the state’s workers compensation, compulsory third party (CTP) insurance and home building compensation schemes. As part of that role SIRA monitors the performance of insurers and have engaged the Social Research Centre to conduct a survey on their behalf. Through the survey, SIRA is aiming to better understand the experience and recovery of people in the CTP and workers compensation schemes.

SIRA will use this research to monitor the performance of insurers and to improve the outcomes of people in the workers compensation and CTP schemes. Your personal information will only be used for the purposes of this research and will be de-identified when reported.

Further information is available on SIRA’s website.

People will be randomly selected to participate in the survey. This means that although you have received a letter, you may not be contacted to participate in the survey. This does not mean SIRA is not interested in your views, it just means that your name was not randomly chosen.

Although SIRA values your views and would very much like your input and feedback, you do not have to take part in this research; it is your choice. If you are happy to take the telephone call, you don’t need to do anything for now. SIRA would really value your feedback, however if you would prefer not to participate, please free call 1800 023 040. You can also contact SIRA on:

Your contact details were provided to the Social Research Centre by SIRA.

The Social Research Centre is collecting your personal information on behalf of SIRA. As part of the survey we will conduct an analysis of your claim information and your survey responses. This information will help us to better understand the experience and recovery of people in the workers compensation and CTP schemes. The results of this survey will be used to monitor the performance of insurers and to improve outcomes.

Your participation in this survey is voluntary and you are free to withdraw from the survey at any time.

Your information will not be disclosed unless required by law. At the end the research your information will be deidentified.

For further information about the handling of your information please visit: www.sira.nsw.gov.au/privacy