Understanding customer experience in workers compensation and CTP – Online Focus Groups

Client: State Insurance Regulatory Authority (SIRA)

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 research discussions with claimants about their experiences. Through these discussions, SIRA is aiming to better understand the experience and recovery of people in the CTP and workers compensation schemes.

Further information is available on SIRA’s website.

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

As part of their role, SIRA monitors the performance of insurers and have engaged the Social Research Centre to conduct online focus groups with claimants about their experiences. Through these online group discussions, 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.

Those people invited to participate in this research are those who have previously participated in a related survey in June/July 2020.

Further information is available on SIRA’s website

In early February, the Social Research Centre will contact some people who participated in a survey in June/July. These people will be contacted by phone or email and invited to participate in one of the online focus groups. Researchers from the Social Research Centre will explain how the discussion will work and invite participation.

The discussions will focus on people’s experience claiming benefits in the schemes and their treatment and recovery.

The online group discussions will take one hour and will be conducted online via Zoom. The groups will take place between 8 February and 5 March 2021. Participation in this research is voluntary and a person can choose to opt-out at any time.

The Social Research Centre is collecting your personal information on behalf of SIRA. 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 research will be used to monitor the performance of insurers and to improve outcomes.

At the end of the research, the person’s information will be deidentified before the research results are provided to SIRA. A person’s information will not be disclosed to any party unless required by law.

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

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

If you have a question about this research, please contact us:

qualitative@srcentre.com.au

OR contact SIRA:

SIRA CTP scheme: 1300 656 919 or ctpassist@sira.nsw.gov.au

SIRA workers compensation: 13 10 50 or contact@sira.nsw.gov.au