• Compensation claims

    We have internal service standards for processing compensation claims. In 2012–13, we aimed to acknowledge all claims within three business days. Once we have obtained all the necessary information in support of a claim, we aim to process it within 56 days (some claims take longer to investigate due to their complexity).

    Table 4.9 Completion timeframes of compensation claims, 2012–13

    56 days

     

    Negotiated

     

    Total

    No. covered by this timeframe

    No. in timeframe

    % in timeframe

     

    No. covered by this timeframe

    No. in timeframe

    % in timeframe

     

    No. finalised in timeframe

    % finalised in timeframe

    218

    161

    73.9

     

    121

    74

    61.2

     

    235

    69.3

    In 2012–13, we received 321 claims with 293 (91.3%) acknowledged within three days. We finalised 339 claims and on average it took 110.7 days to finalise a claim. There were 65 cases on hand at the end of the year.


    Table 4.10 Claims received, finalised and on hand 2012–13

     

    Received
    No.

    Finalised
    No.

    On-hand
    No.

    July

    19

    23

    79

    August

    47

    25

    101

    September

    29

    27

    103

    October

    25

    37

    91

    November

    31

    24

    98

    December

    15

    33

    80

    January

    21

    24

    77

    February

    31

    24

    84

    March

    20

    40

    64

    April

    34

    30

    68

    May

    24

    32

    60

    June

    25

    20

    65

    Total

    321

    339

     


    Figure 4.1 Types of claims on hand, at 30 June 2013

    Figure 4.1 Types of claims on hand, at 30 June 2013

    NOTE
    There were no prosecution referral, alleged breach of privacy, or operation of the law – no fault claims on hand at 30 June 2013.
      Last modified: 21 Oct 2014QC 42609