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Customer Feedback & Complaints

We welcome your feedback, at any time. Please email us at feedback-mavworkcare@jlta.com.au or call 03 8664 9349.

Handling Complaints

MAV WorkCare has clear processes to ensure complaints are resolved quickly and fairly.

Step 1 - Speak to your case manager

As a first step, please contact your case manager via phone or email, as they may be able to resolve your complaint with you.

Step 2 - Escalate to the MAV WorkCare Assurance Manager

If you and your case manager are not able to resolve your complaint, you can escalate your concerns to the MAV WorkCare Assurance Manager:

Derek Dewey
MAV WorkCare Assurance Manager
Phone: 03 8664 9362
Email: derek.dewey@jlta.com.au

The MAV WorkCare Assurance Manager will contact you within two (2) working days to confirm receipt of your complaint and advise if any further information is needed.

We aim to resolve all complaints within 14 days of all relevant information being provided to MAV WorkCare.

Step 3 – Request an Internal Review

If you are not satisfied with the resolution provided by the MAV WorkCare Assurance Manager, you may request an Internal Review. The Internal Review will be conducted by the MAV WorkCare Dispute Resolution Specialist and/or the MAV WorkCare Claims Manager.

Rina Bores
Dispute Resolution Specialist – WorkCare
Phone: 03 8664 9353
Email: rina.bores@jlta.com.au

Jonathon Sanderson
Claims Manager - WorkCare
Phone: 03 8664 9367
Email: Jonathon.Sanderson@jlta.com.au

We will contact you within two (2) working days to confirm your request has been received and to advise if any further information is needed.

We aim to provide you the review outcome in writing, within 14 days of all relevant information being provided to MAV WorkCare.

Step 4 - Seek an External Review

If you are not satisfied with the outcome of the Internal Review you may wish to request an External Review.

For complaints relating to the management of your claim, including service issues please contact:

Manager, Claims WorkCare
Post: PO Box 4326, Melbourne, Victoria 3001 
Phone: 03 9667 5505 
Email: workcare@mav.asn.au

If your complaint relates to the handling of your personal or sensitive information, or a possible privacy breach please contact:

Victorian Information Commissioner
Post: PO Box 24274, Melbourne, Victoria 3001 
Phone: 1300 006 842 
Email: enquiries@ovic.vic.gov.au