Dispute Resolution

CGU is committed to providing an efficient, helpful and professional service.

Our commitment to you

If CGU makes a decision to decline payment, it will be done in consultation with you. If you have concerns about how a liability decision was reached, please contact us immediately and provide any further information you think may be relevant.

CGU must comply with legislative requirements and we endeavour to partner with you to ensure we achieve the best outcomes for you and your injured worker.

If you disagree with a decision, you can:

  • request CGU review the claim. The review will be conducted by a member of staff who was not involved in making the original decision. 
  • register your feedback by completing our online customer feedback form.  Further information is available in our customer feedback section 
  • contact WorkSafe Advisory Service on (03) 9641 1444 or 1800 136 089

Further information on appeal rights is available on the WorkSafe Victoria website.

Customer service charter

We are committed to the continuous improvement of our customer service culture, ensuring we are always ready to listen, help and advise you.

Download a copy of the charter