What evidence helps
Useful evidence connects the work task or incident to symptoms, treatment, restrictions and duties. For these injuries, function matters: reaching, lifting, kneeling, walking, sitting, driving, overhead work and repetitive movement can all be relevant depending on the job.
- Incident records, task descriptions and photos where relevant
- Medical certificates, scans, referrals and treatment notes
- Duties descriptions, rosters and return-to-work plans
- Insurer letters about treatment, capacity or liability
Suitable duties should match restrictions
A proposed return-to-work plan should be compared with current medical restrictions. A title like light duties is not enough if the actual tasks still involve movements or loads that conflict with the certificate.
Ask about suitable dutiesTreatment and assessment issues
Insurer questions may involve scans, physiotherapy, injections, surgery requests, work capacity, pre-existing symptoms or permanent impairment assessment. The response should match the specific issue raised.
Claim pathway
How a work injury claim usually develops
This is a general pathway only. The documents, decision-maker and timing can change depending on the facts and claim type.
Injury or incident
Start with where and how the injury happened: road accident, workplace incident, public or private place, or a longer-term disability situation.
Medical treatment
Get appropriate treatment and keep certificates, referrals, scans, reports and notes about how symptoms affect work or daily life.
Evidence and chronology
Organise incident records, photos, witness details, wage records, claim numbers and correspondence in date order.
Insurer or super fund
The pathway may involve a CTP insurer, workers compensation insurer, public liability insurer or superannuation trustee/insurer.
Assessment or dispute
The insurer or fund may request material, assess treatment or work capacity, make a decision, or issue reasons that need a careful response.
Resolution or next decision
The practical outcome may be approval, payment, treatment support, further evidence, review, dispute steps or another decision point.
Documents and records
Work injury records that usually help
Work injury enquiries are usually easier to assess when certificates, duties, rosters and insurer letters are kept together.
- Date, location and short description of the injury event
- Medical certificates, reports, scans, treatment records or hospital documents
- Employer, insurer, police, incident or venue records where relevant
- Photos, witness details, dashcam or other supporting material if available
- Income, superannuation, work capacity or leave records where relevant
- Letters, emails, claim numbers and decisions already received
Common questions
Work injury claim questions
Short general answers only. The right next step depends on the facts, dates and documents.
What if a work injury affects several body parts?
Make sure each symptom and restriction is recorded. A short or incomplete medical history can make later treatment, duties and capacity issues harder to explain.
What if modified duties still hurt?
Record what duties were offered, what tasks caused symptoms, and what your medical certificate says. Get medical advice and keep the employer or insurer correspondence.
Work injury enquiry
Unsure how to respond to a work injury issue?
Tell us what happened at work, what the certificate says, and whether the insurer or employer has sent a decision. That helps identify the practical next step.