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Customer Feedback & Complaints

MAV WorkCare value feedback from our stakeholders as it assists us with continually improving our processes and most importantly our service to you.

We value all feedback from our stakeholders, including:

  • If you have experienced excellent service from our staff we would love to hear from you so we can pass on your commendation to them
  • Any suggestions or general feedback about what we can develop on as this assists with improving our service to you
  • If we can clarify or further explain anything for you

You can provide us with your feedback and/or concerns via the below methods:

Mail: PO Box 16101, Collins Street West, Melbourne 8007
Phone: 1800 291 101
Fax: 03 8664 9396
Email: feedback-mavworkcare@jlta.com.au

Handling Complaints

At times you may not be content with our service or decision that is made. We have a process to help you make a complaint or have your dispute managed if you are not satisfied with the service you are receiving.

MAV WorkCare adopts a tiered approach to deal with complaints in an efficient, confidential and impartial way.

Below are the steps on how to raise a complaint:

Step 1 - Please call us

In the first instance, we would advise you to please get in touch with your case manager as they may be able to resolve your complaint. If this is not possible, you will be referred to the MAV WorkCare Assurance Manager for escalation.

Step 2 - Escalation

If you are not satisfied with the outcome of your complaint, please request that your concerns are escalated to the MAV WorkCare Assurance Manager.

The MAV WorkCare Assurance Manager and/or Dispute Resolution Specialist will contact you within 2 business days  .

We will review your concerns and will aim to resolve all complaints within 14 days or earlier provided all necessary information has been received.

Step 3 - Seek an Internal Review

Should you not be content with the outcome of your complaint, you can request an Internal Review. The Internal Review will be conducted by the MAV WorkCare Dispute Resolution Specialist and/or the MAV WorkCare Claims Manager.  We will be in contact to discuss your request for an internal review within 2 business days. An outcome letter will be provided to you within 14 days provided all necessary information has been received.

Step 4 - Seek an External Review

If your concerns have not been resolved to your satisfaction, there are external avenues you can explore in order to escalate your matter further.

The below organisations can be contacted:

MAV
PO Box 4326
Melbourne, Victoria 3001
P: (03) 9667 5505
E: workcare@mav.asn.au

WorkSafe Victoria
P: 1800 136 089
E: advisory_service@worksafe.vic.gov.au

Victorian Ombudsman
Level 2, 570 Bourke Street
Melbourne, Victoria 3000
P. 03 9602 4761
E. ombudvic@ombudsman.vic.gov.au

Victorian Information Commissioner
PO Box 24274
Melbourne, Victoria 3001
P. 1300 006 842
E. enquiries@ovic.vic.gov.au

Health Services Commissioner
Level 26, 570 Bourke Street
Melbourne, Victoria 3000
P. 1300 582 113
E. hcc@hcc.vic.gov.au