How a referral works

A clear, predictable process for every case, so insurers, employers and workers always know what happens next.

Six steps from referral to closure

Timeframes depend on the case and on insurer approval, but the sequence stays the same.

Referral received
Send a referral through our online form, by email or by phone. We confirm we have it and allocate a consultant.
Same day
First contact
Your consultant contacts the worker, employer and insurer to introduce themselves and arrange the initial assessment.
Within 24 hours
Initial assessment
We meet the worker and the employer, review medical information and identify goals and barriers. Where relevant, we visit the workplace.
Plan and approval
We recommend services and a plan to the insurer. Once approved, the plan is shared with the worker, employer and treating doctor.
Support and reporting
We deliver the plan on the ground, upgrade duties in line with medical advice, and send the insurer regular progress reports.
Closure
We close the case once the return to work goal is achieved and sustainable, with a closure report for the insurer.

You don’t need everything to refer, but these details help us move quickly.

Worker and claim details
Name, contact number, date of injury and claim number.
Employer contact
The supervisor or return to work coordinator we should speak with.
Medical information
The latest certificate of capacity and treating doctor details.
What you need from us
Any specific questions, concerns or timeframes for the referral.

Send us the details and a consultant will contact the worker, employer and insurer within 24 hours.