21st May, WorkSafe’s Andrew calls
My long wait was over, or so I thought, when on 21st May I received a call from a Service Review Analyst working with WorkSafe’s Capability & Service Division.
Yes, it did seem that they had “escalated” my complaint, as promised, and I would at last be given some answers. But my hopes were soon dashed as the guy on the other end of the line tried to explain to me why it was taking so long to deal with my complaint. He told me that WorkSafe was having to seek further information as to whether I was making an additional complaint or was merely hoping for a response to my original one. I made it clear that I was still awaiting a definite response to my original complaint. Having then established that we were both on the same page, the caller said that he was in fact ringing to apologize to me for the delay. No reason for this was given.
When I inquired how he would feel if he was in my situation, he once again apologised to me.
As you might have gathered by now, I found this phone call to have been awkward, uncoordinated, empty and senseless. It was patently obvious that he had not looked all that deeply (if at all) into my complaint.
Was he inexperienced and being thrown in at the deep end by his manager? Or had he been told to play “dumb”? I wondered whether WorkSafe really does have a mechanism in place to investigate legitimate complaints! Perhaps their lack of response serves as a tactic to deter most people from pursuing answers to their complaints.
But once more I find myself waiting with “bated breath and whisp’ring humbleness” for some honest answers. Honest answers and compensation payments that I believe are fully justified.
20th May, Soula follows up:
Can you give me the ‘relevant person’s’ name and direct contact please? I’m beginning to think they don’t exist. It really shouldn’t take this long.
13th May, from WorkSafe’s, Lizabelle
Thanks for your further email.
Please be advised that I have referred your email to the relevant person looking into your complaint for his information and response.
Should you have any further queries…Blah blah
12th May, Soula follows up:
Are you able to follow the ‘escalation’ of my enquiry. I feel it may have been lost on the way…
May I remind you the original enquiry was made on April 4th. Pretty poor on WorkSafe’s behalf I feel.
24th April, Soula looks into WorkSafe’s complaint procedure
I was wondering who the Service Improvement Division were after my reply from WorkSafe. I found a WorkSafe Victoria Complaints Handling Policy pdf. I nearly threw up reading this as this is certainly NOT what I’ve experienced in my seven years as an injured worker (or self employer). In fact I can’t believe the words ‘caring’ and ’empathy’ are even used and ‘We live up to our promises’ isn’t true, WorkCover isn’t ‘Quality Income Protection’. (more…)