Annual report 2018-2019 - WorkSafe Queensland ¢â‚¬¢ Emerging trends in...

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Transcript of Annual report 2018-2019 - WorkSafe Queensland ¢â‚¬¢ Emerging trends in...

  • ANNUAL REPORT 2018–2019

  • WELCOME .......................................................................................................................... 1 ABOUT THIS REPORT ......................................................................................................................................... 1 LETTER OF COMPLIANCE ................................................................................................................................... 2

    ABOUT WORKCOVER ....................................................................................................... 3 WHO WE ARE ................................................................................................................................................... 3 WORKING TOGETHER ........................................................................................................................................ 3 CUSTOMER SERVICE COMMITMENT .................................................................................................................... 4 CORPORATE PLAN 2018–2022 ......................................................................................................................... 5 STATEMENT OF CORPORATE INTENT 2018–2019 .............................................................................................. 7

    HIGHLIGHTS 2018−2019 .................................................................................................. 11 PERFORMANCE OVERVIEW .............................................................................................................................. 12

    STATISTICS ...................................................................................................................... 13 LEADERSHIP .................................................................................................................... 16

    CHAIR AND CEO REPORT ............................................................................................................................... 16 BOARD OF DIRECTORS ................................................................................................................................... 20 EXECUTIVE LEADERSHIP TEAM ........................................................................................................................ 22

    OUR CUSTOMERS ........................................................................................................... 24 ENGAGED PEOPLE ......................................................................................................... 26 CORPORATE GOVERNANCE ......................................................................................... 29

    ETHICS, COMPLIANCE AND RISK MANAGEMENT ............................................................................................... 33

    FINANCIAL PERFORMANCE .......................................................................................... 37 FINANCIAL STATEMENTS .............................................................................................. 39 COMPLIANCE CHECKLIST ............................................................................................. 88 GLOSSARY ..................................................................................................................... ..89

    CONTENTS

  • WorkCover Queensland annual report 2018–2019 1

    WELCOME Welcome to WorkCover Queensland’s annual report. WorkCover is committed to open communication with our customers and stakeholders. This report summarises WorkCover’s results, performance, outlook and financial position for 2018–2019.

    About this report Under the Workers’ Compensation and Rehabilitation Act 2003, WorkCover is required to produce an annual report. This report has been prepared to meet the needs of stakeholders and the accountability requirements under the Financial Accountability Act 2009.

    WorkCover is committed to providing accessible services to Queenslanders from all culturally and linguistically diverse backgrounds. If you have difficulty in understanding the annual report, you can contact us on 1300 362 128 and we will arrange an interpreter to effectively communicate the report to you.

    To view previous reports, please visit our website worksafe.qld.gov.au.

    If you wish to speak to us about this report, please contact:

    Communications WorkCover Queensland GPO Box 2459 Brisbane Qld 4001 1300 362 128 info@workcoverqld.com.au

    ISSN 1329-6539

    © WorkCover Queensland 2019

    Licence:

    This annual report is licensed by WorkCover Queensland under a Creative Commons Attribution (CC BY) 4.0 International licence.

    CC BY Licence Summary Statement:

    In essence, you are free to copy, communicate and adapt this annual report, as long as you attribute the work to WorkCover Queensland.

    To view a copy of this licence, visit https://creativecommons.org/licenses/by/4.0/deed.en

    Attribution:

    Content from this annual report should be attributed as: WorkCover Queensland annual report 2018–2019.

    https://www.legislation.qld.gov.au/view/html/inforce/current/act-2003-027 https://www.legislation.qld.gov.au/view/html/inforce/current/act-2009-009 https://www.worksafe.qld.gov.au/forms-and-resources/publications/annual-reports mailto:info@workcoverqld.com.au https://creativecommons.org/licenses/by/4.0/deed.en

  • 2 WorkCover Queensland annual report 2018–2019

    Letter of compliance

    20 August 2019

    The Honourable Grace Grace MP Minister for Education and Minister for Industrial Relations 1 William Street BRISBANE QLD 4000

    Dear Minister

    I am pleased to submit for presentation to the Parliament the 2018–2019 WorkCover Queensland annual report.

    I am pleased to acknowledge both the contribution of our Board as well as the care and dedication of our people in providing excellent workers’ compensation cover in Queensland.

    I certify that this annual report complies with the:

    • requirements under the Workers’ Compensation and Rehabilitation Act 2003 • prescribed requirements of the Financial Accountability Act 2009 and the Financial and

    Performance Management Standard 2009, and • detailed requirements set out in the Annual report requirements for Queensland

    Government agencies.

    A checklist outlining the annual reporting requirements can be found at page 88.

    Yours sincerely

    Flavia Gobbo Chair

    https://www.legislation.qld.gov.au/view/html/inforce/current/act-2003-027 https://www.legislation.qld.gov.au/view/html/inforce/current/act-2009-009 https://www.austlii.edu.au/cgi-bin/viewdb/au/legis/qld/consol_reg/fapms2009335/ https://www.austlii.edu.au/cgi-bin/viewdb/au/legis/qld/consol_reg/fapms2009335/ https://www.forgov.qld.gov.au/manage-government-performance https://www.forgov.qld.gov.au/manage-government-performance

  • WorkCover Queensland annual report 2018–2019 3

    ABOUT WORKCOVER

    Who we are WorkCover Queensland is a self-funded statutory body providing workers’ compensation insurance since 1997. Over the 2018–2019 year, we provided tailored insurance solutions to more than 162,500 Queensland businesses.

    WorkCover strives to maintain the lowest possible average premium rate by continuously investing in efficient online customer services and experienced in-house claims management capability to support employers and make a positive difference to the lives of injured workers.

    We maintain high return to work rates by partnering with our customers, unions, industry associations, medical and allied health providers and legal industry.

    We are passionate about striking the right balance between keeping premium costs low for employers and providing injured workers with access to rehabilitation and the best possible return to work support.

    Working together WorkCover partners with various government agencies and key stakeholders to give Queensland businesses and the broader community efficient access to specialist advice on safety, rehabilitation, return to work and workers’ compensation matters.

  • 4 WorkCover Queensland annual report 2018–2019

    Customer service commitment WorkCover Queensland is committed to putting the customer first and providing quality experiences. We partner with our customers and stakeholders to deliver innovative and sustainable outcomes, creating value for Queensland businesses and workers.

    Our values of excellence, integrity, responsiveness and respect are incorporated into everything we do. Our people also aim to live our customer strategy principles – easy, fair and transparent, empowered, consistent and valued – with every customer interaction.

    Service WorkCover’s aim is to deliver excellent customer service and to make doing business with us easy. We will always strive to meet our customers’ expectations by:

    • personally answering calls during business hours • listening first, then responding in a timely way • communicating openly and in plain language • providing contact details of a person to assist • being fair and impartial in all our interactions.

    Engagement WorkCover cares about its customers and stakeholders and wants to engage with them in a positive way for mutual benefit through:

    • understanding individual requirements • asking how we can improve • providing regular updates • proactively building relationships • offering value added services.

    Recovery from injury WorkCover is here to support