Dispute Resolution

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

What happens if I disagree with the decision made by CGU?

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.

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

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 the State Insurance Regulatory Authority’s customer service centre on 13 10 50.
  • refer the dispute to the Workers Compensation Commission
  • seek assistance from a union or lawyer.

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