2019–2020 Annual Report Contents About this report .......................................................................................................... 4 Letter of compliance ..................................................................................................... 5 About WorkCover.......................................................................................................... 6 Customer service commitment ...................................................................................... 7 Corporate Plan 2019–2023 ............................................................................................. 8 Statement of Corporate Intent 2019–2020 ..................................................................... 10 Highlights .................................................................................................................. 15 Performance overview .........................................................................................................................................................16 Statistics ................................................................................................................... 17 Chair and CEO report: Helping Queenslanders recover ................................................... 21 Board of Directors ....................................................................................................... 25 Executive Leadership Team ......................................................................................... 27 Working together with our customers to improve outcomes ........................................... 28 Engaged people .......................................................................................................... 30 Corporate governance................................................................................................. 33 Ethics, compliance and risk management ...................................................................... 37 Financial performance ................................................................................................ 41 Financial statements................................................................................................. 44 Compliance checklist .................................................................................................. 93 Glossary .................................................................................................................... 94 WorkCover Queensland 2019–2020 Annual Report 3 Welcome to WorkCover Queensland’s annual report. WorkCover is committed to open communication with our customers and stakeholders. This report summarises WorkCover’s results, performance, outlook and financial position for 2019–2020. About this report Under the Workers’ Compensation and Rehabilitation Act 2003, WorkCover is required to produce an annual report. This report has been prepared to meet the needs of stakeholders and the accountability requirements under the Financial Accountability Act 2009. WorkCover is committed to providing accessible services to Queenslanders from all culturally and linguistically diverse backgrounds. If you have difficulty in understanding the annual report, you can ml contact us on 1300 362 128 and we will arrange an interpreter to effectively communicate the report to you. To view previous reports, please visit our website: www.worksafe.qld.gov.au/forms-and-resources/publications/annual-reports. If you wish to speak to us about this report, please contact: Communications WorkCover Queensland GPO Box 2459 Brisbane Qld 4001 1300 362 128 [email protected] ISSN 1329-6539 © WorkCover Queensland 2020 Licence: This annual report is licensed by WorkCover Queensland under a Creative Commons Attribution (CC BY) 4.0 International licence. CC BY Licence Summary Statement: In essence, you are free to copy, communicate and adapt this annual report, as long as you attribute the work to WorkCover Queensland. To view a copy of this licence, visit http://creativecommons.org/licences/by/4.0/ Attribution: Content from this annual report should be attributed as: WorkCover Queensland 2019–2020 Annual Report. 4 WorkCover Queensland 2019–2020 Annual Report Letter of compliance 25 August 2020 The Honourable Grace Grace MP Minister for Education and Minister for Industrial Relations 1 William Street BRISBANE QLD 4000 Dear Minister I am pleased to submit for presentation to the Parliament the WorkCover Queensland 2019–2020 Annual Report. I am pleased to acknowledge both the contribution of our Board as well as the care and dedication of our people in providing excellent workers’ compensation cover in Queensland. I certify that this annual report complies with: the requirements under the Workers’ Compensation and Rehabilitation Act 2003 the prescribed requirements of the Financial Accountability Act 2009 and the Financial and Performance Management Standard 2019, and the detailed requirements set out in the Annual report requirements for Queensland Government agencies. A checklist outlining the annual reporting requirements can be found at page 88. Yours sincerely Flavia Gobbo Chair WorkCover Queensland 2019–2020 Annual Report 5 About WorkCover Who we are WorkCover Queensland is a self-funded statutory body providing workers’ compensation insurance since 1997. Over the 2019–2020 year, we provided tailored insurance solutions to more than 163,000 Queensland businesses. WorkCover strives to maintain the lowest possible average premium rate by continuously investing in efficient online customer services and experienced in-house claims management capability to support employers and make a positive difference to the lives of injured workers. We maintain high return to work rates by partnering with our customers, unions, industry associations, medical and allied health providers and the legal profession. We are passionate about striking the right balance between keeping premium costs low for employers and providing injured workers with access to rehabilitation and the best possible return to work support. Working together WorkCover partners with various government agencies and key stakeholders to give Queensland businesses and the broader community efficient access to specialist advice on safety, rehabilitation, return to work and workers’ compensation matters. Minister for Education and Develops workers’ compensation and workplace health and safety Minister for Industrial Relations legislation. Office of Industrial Relations Workplace Health and Safety Queensland Enforces workplace health and safety laws and educates stakeholders on their legal obligations. The Workers’ Compensation Regulator (the Regulator) Regulates the Queensland workers’ compensation scheme, including self- insurers and is a facilitator of legal and medical resolutions, educator and promotor of the scheme on behalf of all stakeholders. The Electrical Safety Office Develops and enforces legislative and compliance standards to improve electrical safety. WorkCover Queensland Provides and manages workers’ compensation insurance for Queensland employers and workers. 6 WorkCover Queensland 2019–2020 Annual Report Customer service commitment WorkCover Queensland is committed to putting the customer first and providing quality experiences. We partner with our customers and stakeholders to deliver innovative and sustainable outcomes, creating value for Queensland businesses and workers. Our values of excellence, integrity, responsiveness and respect are incorporated into everything we do. Our people also aim to live our customer strategy principles – easy, fair and transparent, empowered, consistent and valued – with every customer interaction. Service Recovery from injury WorkCover’s aim is to deliver excellent customer service WorkCover is here to support the often difficult and and to make doing business with us easy. We will always emotional experience of a work-related injury. We are strive to meet our customers’ expectations by: committed to assisting people to recover at work and liaising with all parties involved to achieve the best personally answering calls during business hours possible outcome by: listening first, then responding in a timely way communicating regularly with everyone involved communicating openly and in plain language undertaking necessary rehabilitation providing contact details of a person to assist facilitating an early and safe return to work, being fair and impartial in all our interactions. subject to fitness and capability providing support to reduce the impact of Engagement the injury WorkCover cares about its customers and stakeholders assisting to reduce the disruption an injury and engages with them in a positive way for mutual can cause. benefit through: understanding individual requirements Information and feedback asking how we can improve WorkCover values customer and stakeholder feedback providing regular updates to help continually improve services. We are also committed to protecting the privacy of our customers. proactively building relationships We take all reasonable precautions to protect the offering value added services. information given to us by: storing personal information securely allowing access to information quickly and easily. WorkCover Queensland 2019–2020 Annual Report 7 Corporate Plan 2019–2023 Who we are WorkCover Queensland is the main provider of workers’ compensation insurance in Queensland. We are a government-owned statutory body established under the Workers’