Toll Workers’ Compensation in Queensland
All employers in Queensland must have workers’ compensation insurance.
Toll Group (‘Toll’) are a self-insured employer for the purposes of workers’ compensation in Queensland. This means that Toll takes direct responsibility for its workers’ compensation claims instead of purchasing cover from WorkCover Queensland. This approach allows Toll to manage and administer its workers’ compensation claims internally, providing a more tailored and effective approach for Toll team members.
To become self-insured, Toll must meet specific criteria and maintain approval through the Office of Industrial Relations (‘OIR’). Toll are subjected to regulatory oversight by OIR to ensure compliance with workers’ compensation laws and standards.
Further Information
How to lodge a claim with Toll in Queensland
If you are injured at work, reporting your injury or illness to Toll is an important step to ensure your wellbeing and comply with workplace regulations. Below is a step-by-step guide on how you (or someone on your behalf) can report your injury or illness to Toll:
Seek Medical Attention
- Immediate Action: If the illness or injury is serious, follow first aid procedures and call 000 for an ambulance. Your health and safety come first.
- First Aid: If the illness or injury is not serious, seek first aid and proceed with the next steps.
Notify Toll
- Notification: Inform your immediate supervisor or manager as soon as possible, no matter how minor the injury may seem. This can be done verbally. If you don’t feel comfortable reporting the injury / illness to your supervisor and wish to notify Toll in writing, please email [email protected], and a representative from the Toll Injury Management Team will make contact with you.
- Timing: Report the illness or injury as soon as it happens, or as soon as you become aware of it. Delays in reporting can complicate the process and may impact your ability to claim workers’ compensation.
Consider Available Injury Management Pathways
- Self-Management: Not every injury or illness requires medical management. If you believe you can self-manage your condition, provided you have taken steps to formally report the injury or illness, this is an acceptable and suitable strategy.
- Toll Early Intervention Program: In Queensland, Toll offers an opt in early intervention program which is designed to ensure all Toll employees who report a work-related injury can receive early advice, funded medical treatment and a safe transition back to work without needing to go through the formalities of lodging a workers’ compensation claim. Please speak with your supervisor or a representative from the Toll Injury Management Team if you wish to proceed down this pathway.
- Workers’ Compensation Claim: You are entitled to make a claim for workers’ compensation for your work-related injury or illness where:
- You have lost time away from work (either totally off work or on modified hours / duties): and / or
- You have incurred medical and / or travel expenses.
If you choose to lodge a workers’ compensation claim, you will need to complete a claim form (available in the 'Scheme Forms' section below) and return to your Toll supervisor or email [email protected], along with a Work Capacity Certificate (medical certificate), at your earliest convenience.
More information about the claim lodgment process can be found in the video below:
Claim assessment process in Queensland
Once Toll have received your claim and supporting documents, we will acknowledge receipt with you and confirm any necessary next steps required.
Toll must make an initial decision on the claim within 20 business days of us receiving your claim form. Toll’s decision must be one of the following:
Accept liability:
If Toll accepts your claim, there are different types of payments and support available depending on your circumstances. Further information can be found in the 'Workers compensation support and benefits' section below.
Reject liability:
If your claim isn’t accepted, Toll will speak with you to explain the reasons for the decision and put the decision in writing.
Defer liability decision:
If Toll cannot make a decision on liability within 20 business days, your Toll Case Manager will call you to let you know why and also put this in writing to you. If you’re unhappy with the reasons your claim is taking longer than expected, you can ask for the Workers’ Compensation Regulator (Office of Industrial Relations) to review the reasons given.
Decision review pathways in Queensland
If liability for your claim has been denied by Toll, you will receive formal notice in writing.
If you’re unhappy with the decision made by Toll, you are able to ask for a reasons of decision document within 20 business days of being advised of the decision. You are then able to lodge an application for review with the Office of Industrial Relations (‘OIR’) within 3 months of receiving Toll’s written decision.
The review process is not a court process. It involves a review, by a Review Officer, of all the documentation available in relation to your application for compensation. The Review Officer does not re-investigate an application for compensation and will not request further information from you or from Toll.
Section 540 of the Workers’ Compensation and Rehabilitation Act 2003 sets out a list of decisions that can be reviewed. Some decisions may be appealalble to an Industrial Magistrate. For more information, refer to the links below:
You can obtain information from the Workers’ Compensation Advisory Service within the Queensland Council of Unions. This is a free service, and you do not need to be a union member. The Queensland Council of Unions can be contacted by phone on 1800 102 166 or (07) 3844 6169.
Workers' compensation support and benefits in Queensland
There are a number of ways Toll can support you while you’re recovering from a work-related injury or illness. Payments or other support can only be provided if you claim is accepted. You can receive support from the date your doctor first assesses your injury. Your doctor will give you a work capacity certificate to cover any time you need to take off work and / or to cover the period of time treatment is required.
Workers’ compensation may include payments for:
- Lost income
- Medical and rehabilitation costs
- Treatment and claim related travel
- Permanent impairment or latent onset injuries via lump sum
- Death benefits and funeral costs
Return to work planning in Queensland
After you report your injury and make a claim for workers’ compensation, your Toll Manager and a representative from the Toll Injury Management Team (or Toll appointed Independent Accredited Vocational Rehabilitation Provider) will consult with you to devise and implement a recover at work program.
Getting back to work is an important part of rehabilitation and helps with your recovery. Feeling nervous or worried about returning to work is normal for anyone who has been off work for a period of time, regardless of the duration. Your recover at work program should focus on what you can do rather than what you can’t do. When developing your program, it will be Toll’s role to find suitable work and your doctor’s role to assess your ability to undertake the duties identified.
Your role when developing a recover at work program is to:
- Take an active part in the process.
- Suggest ways to modify your work demands to match your current work capacity, either temporarily or permanently ie equipment, workplace / task modifications or workplace practice changes.
- Provide your doctor and Toll Manager with a copy of the recovery at work program.
- Advise Toll of any change to your certified capacity or any difficulties you are experiencing so the plan can be reviewed and updated as necessary.
- Understand and communicate your capacity and the duties you can do.
Contact information for Toll in Queensland
If you wish to discuss any aspect of the claim process further, please email [email protected] and a representative from the workers’ compensation team will telephone you or reply to your email within 2 business days.
