Section 3: Report On Operations - WorkCover WA
Section 3:Report on operations42 Service 1: Scheme Regulation55 Service 2: Scheme Services
IntroductionAgency in focus1SchemeperformanceReport onoperationsOpportunitiesand challengesDisclosures andlegal complianceFinancialstatements andnotesKey performanceindicatorsGGG checklistService 1: Scheme RegulationRegulation of scheme participants for compliance with legislative requirements.Workers’ CompensationRegulatory FrameworkAs part of the continuous improvementfocus within Regulatory Services, a Workers’Compensation Regulatory Framework (theFramework) was approved by the Board inJune 2016. The Framework provides staff with a‘one stop shop’ for all regulatory tools.In the course of developing the Framework: regulatory policies were developed for allstakeholders supporting regulatory processes weredeveloped reviews were undertaken of all StandardOperating Proceduresa Quality Criteria Checklist was produced toensure document standards are maintained.Regulatory policies for employers, insurers,self-insurers, service providers andcommunications and education are available tostakeholders on the WorkCover WA website. Alldocuments will be reviewed on an annual basis.42This scheme service contributes to,and is aligned with:Government Goals:Sustainable Financesall regulatory tools were reviewed andupdated Regulating employersFuture Jobs and SkillsWorkCover WA devotes significant resources toregulating employers for compliance with theirobligations under the Workers' Compensation andInjury Management Act 1981 (the Act) through theapplication of an Employer Compliance Framework.During 2017/18, employer compliance activitiesincluded: expired policy enquiries assessment of policy cancellationrequests investigations into suspected:Stronger Communities–– breaches of an employer’s legal requirementto hold workers’ compensation insurance tocover all workersBetter Places–– late/irregular weekly payments to injuredworkersWorkCover WA strategic goal:1 - Strategic scheme management–– fraud proactive campaigns to educateemployers and identify non-compliance inparticular industries and suburbs (refer topage 46 for further information) regional compliance visits (refer to page 44 forfurther information).
IntroductionAgency in focusSchemeperformanceReport onoperationsFigure 18: 2017/18 compliance outcomes2,230Compliance inspectionsComplianceinvestigations2,51283Letters of caution sent529Infringement notices issuedProsecutionscompleted43Opportunitiesand challengesDisclosures andlegal complianceKey performanceindicatorsFinancialstatements andnotesGGG checklistImplementation of a newinvestigation modelSince the 2014 introduction of infringement noticesfor less serious breaches of workers’ compensationlegislation, modified penalties have been appliedon more than 95 percent of all enforcement cases.As this outcome is less time and resource intensivethan preparing cases for prosecution, it wasrecognised that WorkCover WA’s processes could besimplified to reflect a less rigid approach toinvestigation.The objectives were to update the investigationmodel to: Enquiries into lapsed/ 6,707expired policiesinto policy 4,515 Enquiriescancellationsrecognise the more administrative nature ofthe majority of investigationscreate greater transparency and consistencyin compliance decision-makingstreamline processes and remove delays,duplication and unnecessary steps.A new investigation model, supported by internalpolicies and templates, was introduced on1 March 2018 and underpinned by ServiceStandards implemented in April 2018. Standardshave been developed to reflect good practice incase management, investigations, administrativedecision making and customer service.The new investigation model has resulted inthe number of compliance investigations morethan doubling from 1,161 in 2016/17 to 2,512 in2017/18. Data collected through this model is alsobeing used to improve the targeted detectionof businesses that employ workers withoutworkers’ compensation insurance. WorkCover WAInspectors are assigned geographical portfoliosto enlarge the Agency’s regulatory footprint andprovide more effective detection of uninsuredemployers.This project was successfully completed in2017/18.WorkCover WA’s effective regulation of employersis also demonstrated through the followingAgency Key Performance Indicator (KPI) ofeffectiveness:Figure 19: 2017/18 KPI effectiveness indicator related to employercompliance1.1Refp. 98Number of non-complianceevents identified as a resultof a claim on the General AccountTarget 6Result 4WorkCover WA Annual Report 2017/18 Report on operations43
IntroductionAgency in focusSchemeperformanceReport onoperationsOpportunitiesand challengesDisclosures andlegal complianceKey performanceindicatorsFinancialstatements andnotesGGG checklistRegional planWorkCover WA aims to ensure all employers,irrespective of where they operate within theState, comply with their obligations in relation toworkers’ compensation and injury management.KIMBERLEYTo increase WorkCover WA’s presence in theregional areas of Western Australia (WA),WorkCover WA maintains a three yearRegional Plan to ensure systematic complianceand educational activities within the regions.This year WorkCover WA completed all remainingvisits in the 2015-2018 Regional Plan. The visitswere well received by employers, insurers,insurance brokers, workers and medical serviceproviders in the areas. A new Regional Plan for2018-2019 has been approved.PILBARAFor further information on our regional activities in2017/18 see Case study 1: Regional activity below.Case study 1: Regional activityMID WESTGASCOYNEUnder the Regional Plan, WorkCover WA visitednine regional centres in 2017/18. During the visits,WorkCover WA conducted workplace complianceinspections and delivered education seminarsto medical clinics, employer groups and regionalinsurance H WEST44GREATSOUTHERN
IntroductionAgency in focusSchemeperformanceReport onoperationsOpportunitiesand challengesDisclosures andlegal complianceKey performanceindicatorsPilbaraMidwestIn August 2017, WorkCover WA carried out87 inspections on businesses in Karratha andDampier. The majority of businesses visited were inthe retail industry. WorkCover WA inspectors alsoconsulted a local insurance broker during the visitto provide education.In November 2017, WorkCover WA officers visitedGeraldton, Dongara and Kalbarri and carriedout 52 inspections on businesses in the area.The officers also delivered a joint presentationwith LGIS to representatives from the Shires ofGeraldton, Dongara, Carew and Mingenew, andheld meetings with local insurers, insurancebrokers, accountants and a business advisoryservice.GoldfieldsIn September 2017, WorkCover WA carried out124 inspections on businesses in Esperance,Ravensthorpe and Hopetoun. WorkCover WAinspectors also met with Ravensthorpe RegionalCouncil, Esperance Chamber of Commerce andEsperance Business Local during the visit.KimberleyIn October 2017, WorkCover WA carried out64 inspections on businesses in Kununurra.The majority of businesses visited were in themechanical repair, tourism, retail and caféindustries. Inspectors also met with KimberleySmall Business Support, who expressed interestin having WorkCover WA involved in annualinformation sessions for business owners inKununurra and Broome.WheatbeltIn October 2017, WorkCover WA travelled to theWheatbelt town of Dallwallinu to deliver a jointpresentation with Local Government InsuranceScheme (LGIS) to local shire representatives andeducational materials to the town’s medicalpractice.WorkCover WA inspectors also visited Jurien Bay,Lancelin, Gingin and Toodyay in November 2017and carried out 71 inspections on businesses in thearea.Great SouthernIn February 2018, WorkCover WA inspectors carriedout 86 inspections on businesses in Albany andmet with four local insurance brokers during thevisit. Information packs were provided to six localmedical practices in the region to raise awarenessof WorkCover WA’s gpsupport website and whereto direct injured workers for more information.South WestIn May 2018, WorkCover WA officers conducted aneducational visit to Bunbury. The officers attendeda BizLinks Forum event and conducted a pop upinformation booth at Bunbury Forum. They alsovisited three insurers, five insurance brokers, eightmedical practices, three health care providers,WorkSafe WA and South West MLC Adele Farina’soffice to provide education and deliver informationpacks.GascoyneFinancialstatements andnotesGGG checklistWorkCover WA also provided education anddelivered information packs to the Shire ofCarnarvon, Carnarvon TAFE, Carnarvon MedicalHealth Campus, Carnarvon Medical Centre,insurance brokers and Coral Bay Nursing Post.Christmas IslandWorkCover WA, in collaboration with theCommonwealth Government, visited ChristmasIsland in May 2018. Inspections were conductedon 77 businesses, with the majority in the miningand retail industry. WorkCover WA officers also heldmeetings and delivered educational packs to socialworkers, health services, the Shire of ChristmasIsland and the Indian Ocean Territories office.Indian Ocean Territories ServiceDelivery ArrangementWorkCover WA has a Service Delivery Agreementwith the Commonwealth Government. ThisAgreement ensures compliance obligations arebeing met in the Indian Ocean Territories, andeducation and advice is available to local employersand injured workers.In 2017/18 WorkCover WA and the CommonwealthDepartment of Infrastructure and RegionalDevelopment completed a new Service DeliveryAgreement which runs from 1 July 2017 to30 June 2021.In May 2018, WorkCover WA carried out 40inspections on businesses in Carnarvon andCoral Bay. Businesses that were inspected includeda hairdresser, real estate agents, cafes, touroperators and retail stores.WorkCover WA Annual Report 2017/18 Report on operations45
IntroductionAgency in focusSchemeperformanceReport onoperationsTargeted regulatoryeducationWorkCover WA’s Education Plan aims to raiseawareness of our Agency and the rights, rolesand responsibilities of various parties within thescheme.WorkCover WA’s targeted regulatory educationcampaigns are explained in further detail below.Case study 2: Industry campaignsHand Car Wash CampaignThe first industry campaign ran from July toSeptember 2017 and focused on the car washindustry. During the campaign, WorkCover WAinspectors conducted 24 inspections. Oneemployer was prosecuted for failing to holdinsurance and others were issued withinfringement notices.Educational letters were distributed to car washemployers selected at random and to key industryrepresentatives including the Australian Car WashAssociation (ACWA), Small Business DevelopmentCorporation (SBDC) and the Chamber ofCommerce and Industry Western Australia (CCIWA).Two WorkCover WA officers attended an ACWAmeeting in March 2018 to discuss campaignfindings and industry specific workers’compensation concerns, such as the use ofcontractors in car wash businesses.This emerging industry continues to be monitoredby WorkCover WA and our Agency has beenworking with ACWA to educate business operatorsabout their workers’ compensation obligations.46Opportunitiesand challengesDisclosures andlegal complianceKey performanceindicatorsRoad Freight, Restaurants and Cafes CampaignThe second industry campaign ran from Octoberto December 2017 and focused on road freightservices, restaurants and cafes.WorkCover WA sent letters to the SBDC, CCIWA,Transport Workers Union, WA Road TransportRoad Association, National Road TransportAssociation, Transafe WA, National RestaurantAssociation, and the Restaurants and CateringIndustry Association of WA. The letters directedrecipients to the WorkCover WA website andacted as an informative tool to educate industryrepresentatives of the Agency’s role in the schemeand to remind employers of their duty to holdworkers’ compensation insurance.Financialstatements andnotesGGG checklistAs part of the campaign, WorkCover WA held aResidential Construction Industry Seminar on10 April 2018. Further information on theResidential Construction Industry Seminar can befound on page 63. WorkCover WA also exhibitedat the Perth Tradies Expo from 22 to 24 June 2018.Further information on the Tradies Expo can befound on page 64.An article was published in Wheels Magazine inDecember 2017 further promoting the campaign’skey messages to transport operators.The campaign was a success, with WorkCover WAinspectors conducting 408 inspections.Residential Construction Industry CampaignThe final industry campaign ran from Januaryto June 2018 and focused on the residentialconstruction industry. WorkCover WA inspectorsconducted compliance checks during this time onpainters and bricklayers.Articles and advertisements were published inindustry publications including Master BuildersMagazine and the Housing Industry Association’sBuilding News. An educational email was also sentto residential construction industry associationsand over 300 employers advising them of thecampaign and of their duty to hold workers’compensation insurance.A Residential Construction Industry Seminar was held on10 April 2018. For more information go to page 63.
IntroductionAgency in focusSchemeperformanceReport onoperationsOpportunitiesand challengesDisclosures andlegal complianceKey performanceindicatorsFinancialstatements andnotesGGG checklistGP campaignBusiness insurance packagesNoise induced hearing lossThe GP campaign was developed in 2017/18 withthe aim of educating general practitioners on theirrole within the scheme and the importance ofCertificates of Capacity.In 2017/18 WorkCover WA identified a number ofcases where employers mistakenly believed their‘business insurance package’ covered them forworkers’ compensation. Many of these packagesspecifically exclude workers’ compensation liability.In 2017/18, WorkCover WA continued to offeradvice and guidance to workers and employersacross the State with regards to noise inducedhearing loss related tests and claims.As part of the campaign, WorkCover WAdetermined the top ten suburbs in WA withthe highest number of workers’ compensationclaims and targeted medical centres withinthese suburbs. Educational emails and resourceswere sent to over 70 medical centres in suburbsincluding Baldivis, Ellenbrook and Thornlie.Articles were also published on the WorkCover WAand gpsupport websites, and educational postspublished on our Twitter and Facebook pages.In 2018/19, WorkCover WA will publish furtherarticles and advertisements in relevant medicalpublications. The results of the campaign will beavailable next financial year.In response to these findings, WorkCover WA rana targeted education campaign which involvedsubmitting e-news articles to relevant agenciesand associations. The articles advised employers tocheck they had adequate workers’ compensationinsurance coverage, and this information was alsopublished on the WorkCover WA Facebook andTwitter accounts.Letters were sent to approved and othercommercial insurers requesting their ‘businessinsurance’ product advertisements be clear aboutwhether workers’ compensation insurance wasincluded or not. WorkCover WA worked directlywith one large business insurance provider tocorrect information on their website.The issue was also promoted at the InsuranceBrokers’ Breakfast Seminar in December 2017. Seepage 63 for more information about this event.Figure 20: Involvement in noise induced hearingloss in 2017/18738Workers identified with potentialnoise induced hearing loss claims206Full audiological assessmentsarranged140Otorhinolaryngology (ear, nose andthroat) assessments of occupationalhearing loss arranged100Successful claims for work-relatedgradual onset noise inducedhearing loss928First election claims (10 percentpermanent hearing loss)Subsequent election claims(additional five percent permanenthearing loss)WorkCover WA Annual Report 2017/18 Report on operations47
IntroductionAgency in focusSchemeperformanceReport onoperationsOpportunitiesand challengesDisclosures andlegal complianceRegulating service providersThis scheme service contributes to,and is aligned with:Government Goals:Regulation of service providers in 2017/18included: Sustainable Finances Stronger Communities WorkCover WA strategic goal:1 - Strategic scheme management2 - LeadershipWorkCover WA approves and monitorsservice providers to ensure compliancewith the Act and an appropriate standardof service delivery. WorkCover WA approvesand monitors the following serviceproviders:48 insurers and self-insurers registered agents workplace rehabilitation providers approved medical specialists audiometric officers, audiologists andaudiometrists.annual review of the performance ofapproved insurers and self-insurers tomeasure compliance and identify areas forservice improvementaudits of workplace rehabilitation providers,insurers and self-insurersapproval, renewal and reinstatementof workplace rehabilitation providers andregistered agents review of service delivery proposals approval of a self-insurer revocation of a self-insurer investigation of complaints regular meetings with service providers andrepresentative bodies delivery of regulatory education to influencebest practice service provision.Key performanceindicatorsFinancialstatements andnotesGGG checklistTable 4: Approved and monitored service providersType ofservice providerInsurersSelf-insurersRegistered fficers,audiologists andaudiometristsApproved medicalspecialistsTotalsTotalTotalApproved Approved(2016/17) (2017/18)Monitoredas 51,003*Reflects the total number of approved service providers in thescheme as at 30 June 2018.#Seven insurers were renewed in November 2016 as aconsequence of the expiry of their current period of approval. Theapproval of one insurer had not yet expired.
IntroductionAgency in focusSchemeperformanceReport onoperationsOpportunitiesand challengesTable 5: Complaints against service providersType ofservice elf-insurers0201Registered ric officers,audiologists andaudiometrists27000000Approved medicalspecialists2020Total complaints22188Disclosures andlegal complianceKey performanceindicatorsFinancialstatements andnotesGGG checklistWorkCover WAOnline ServicesWorkCover WA’s Online Services project continuedthroughout 2017/18 with a focus on streamliningand digitising a number of insurer, noise inducedhearing loss (NIHL) and workplace rehabilitationprocesses.Processes included in the 2017/18 projectwere those used daily by insurers, self-insurers,audiometric officers, audiometrists, audiologistsand workplace rehabilitation providers. The newonline services were scheduled to be finalised andreleased in the first week of 2018/19.8WorkCover WA Annual Report 2017/18 Report on operations49
IntroductionAgency in focusSchemeperformanceReport onoperationsInsurers and self-insurersWorkCover WA monitors approved insurersand self-insurers to ensure compliancewith performance indicators and statutoryrequirements. Improvements were madeby WorkCover WA in 2017/18, with policycancellations and 75% leave loading requestsnow being lodged through WorkCover WA Online.More information about WorkCover WA Online forinsurers and self-insurers is on page 49.WorkCover WA approved insurers Allianz Australia Insurance Catholic Church Insurances CGU Workers’ Compensation (InsuranceAustralia Group) GIO Insurance (AAI Limited) Guild Insurance QBE Insurance WFI Insurance (Insurance Australia Group) Zurich Australian Insurance Insurance Commission of WA**insurance covering WA State Governmentworkers50Opportunitiesand challengesDisclosures andlegal complianceWorkCover WA approvedself-insurersKey performanceindicatorsFinancialstatements andnotesGGG checklist St John of God Hea
WorkCover WA Annual Report 201718 Report on operations 45 Pilbara In August 2017, WorkCover WA carried out 87 inspections on businesses in Karratha and . delivered information packs to the Shire of Carnarvon, Carnarvon TAFE, Carnarvon Medical Health Campus, Carnarvon Medical Centre, insurance brokers and Coral Bay Nursing Post.
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