Agent Performance

WorkSafe monitors the performance of all Agents to ensure they meet their ongoing contractual performance and service delivery requirements.

The relative performance of all Agents across a range of measures is published in WorkSafe's 2007/08 Annual Report.

Some of the key measures WorkSafe uses to assess the performance of its Agents include claims management and return to work results, and the level and quality of service provided by the Agent.

Claims management and return to work:

• Timeliness of employer notification of a claim to an Agent
• Percentage of Return to Work plans received within 42 days
• Percentage of Return to Work training conducted
• Growth in expenditure of long term treatment cost
• Proportion of workers receiving weekly payments at 13, 26, 52 and 134 weeks after injury

Service and processing:

• Worker and employer satisfaction with the services provided by their Agent
• Number of valid complaints made against the Agent that are recorded on WorkSafe's conciliation compliance database
• Timeliness of payments made directly to injured workers
• Timeliness of payments made to providers for the treatment they’ve provided to injured workers
• Data integrity