Injured worker survey results

We're committed to delivering the highest standard of customer service and ensuring the tribunal process is fair and transparent.

Last financial year we restructured the Tribunal Secretariat to better address injured workers' needs, with a focus on the emotional aspects of the tribunal experience. The new structure also provides you with more support as tribunal members.

In May 2009 we surveyed workers attending the tribunal to find out how they rated their experience. Workers voluntarily completed an online survey after their tribunal appointment and before they had received the tribunal decision.

Workers were asked to answer questions on their interaction with both the Tribunal Secretariat and tribunal doctors.

The results are in and we're pleased to give you the positive feedback. Results included:

• 95% thought doctors clearly explained the purpose and process for the examination
• 90% thought the doctors listened to their point of view
• 92% thought the doctors answered their questions clearly
• 85% thought the doctors took sufficient time to understand their injury and make their decision
• 100% of respondents thought the doctors were polite and courteous
• 85% said the doctors made them feel at ease
• 93% said the doctors clearly explained the reason for any tests during the examination
• 80% of those who had a physical examination said they were warned by doctors that the examination process may cause discomfort.

Overall, 90% of respondents rated their experience with the tribunal doctors as either 'very good' or 'good'.

These results are very encouraging and we're sure they'll keep us all motivated to exceed the service expectations of workers attending the tribunals.