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Comcare and Safety, Rehabilitation and Compensation Commission—Report for 2019-20


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Published by Comcare

© Commonwealth of Australia 2020

PUB 001 - Comcare and Safety, Rehabilitation and Compensation Commission Annual Reports 2019-20

ISSN 1325-1031 (hard copy) ISSN 1832-0260 (online) ABN 41 640 788 304 (Comcare)

All material presented in this publication is provided under a Creative Commons Attribution 4.0 Australia (https://creativecommons.org/licenses/ by/4.0/) licence.

For the avoidance of doubt, this means this licence only applies to material as set out in this document.

The details of the relevant licence conditions are available on the Creative Commons website (accessible using the links provided) as is the full legal code for the CC BY 4.0 AU licence (https:// creativecommons.org/licenses/by/4.0/legalcode).

Use of the Coat of Arms

The terms under which the Coat of Arms can be used are detailed on the Department of the Prime Minister and Cabinet website: https://www.pmc. gov.au/government/commonwealth-coat-arms

Acknowledgements

Design and print publication - New Age Graphics, Trendsetting

Australasian Reporting Awards - Critique of 2018-19 Annual Report

Online access

Online access is available at www.comcare.gov. au/annualreport or alternatively through the Forms and Publications link on the Comcare website.

Annual report contact

To obtain further information contact:

Corporate Strategy Comcare, GPO Box 9905 CANBERRA ACT 2601 or Phone 1300 366 979

COMCARE AND SRCC ANNUAL REPORTS 2019-20 i

CONTENTS

Tables and figures III

PART ONE: Comcare Annual Report 2019-20 1

Minister serving 2019-20 2

Letter of transmittal 3

Comcare CEO’s review 4

Chapter 1: Overview 9

Performance highlights 10

About Comcare 12

Chapter 2: Annual performance statements 2019-20 31

Overview 32

2019-20 Corporate Plan results summary 33

Links between the Corporate Plan and the Portfolio Budget Statements components in 2019-20 39

Strategic priority: Driving innovation and better practice 41

Strategic priority: Leading workers’ compensation insurer 51

Strategic priority: Effective national regulator 54

Strategic priority: Excellence in scheme design and management 61

Strategic priority: Efficient and effective operations 67

Chapter 3: Management and accountability 73

3.1 Our governance 74

3.2 External scrutiny 83

3.3 Our people 85

3.4 Our work health and safety management and performance 89

3.5 Financial review 93

ii COMCARE AND SRCC ANNUAL REPORTS 2019-20

Chapter 4: Financial statements 97

Chapter 5: Appendices 159

Appendix A - Ecologically sustainable development and environmental performance 160

Appendix B - Compliance index 163

Appendix C - Corrections to previous annual report 167

PART TWO: Safety, Rehabilitation and Compensation Commission (SRCC) Annual Report 2019-20 169

About this report 170

Minister serving 2019-20 170

Letter of transmittal - SRCC 171

Chairperson’s review 172

About the SRCC 174

Operation of the SRCC 176

Stakeholder engagement 179

Operation of licensees 180

Operation of the Licence Compliance and Performance Model (LCPM) 183

Glossary and index 191

Glossary 192

Alphabetical index 197

COMCARE AND SRCC ANNUAL REPORTS 2019-20 iii

TABLES AND FIGURES

Figures Figure 1: Comcare’s purposes and strategic priorities 12

Figure 2: Responsibilities under the Commonwealth legislation 14

Figure 3: Comcare scheme coverage under the SRC Act 18

Figure 4: Scheme coverage - WHS Act 18

Figure 5: Comcare’s organisational chart as at 30 June 2020 27

Figure 6: Comcare’s office locations 28

Tables Table 1: Comcare scheme workers’ compensation data 19

Table 2: Claim disputation rates 21

Table 3: Notifiable work health and safety incidents - as the national regulator 22

Table 4: Acting Executive team members during 2019-20 26

Table 5: Departed Comcare Executive team members during 2019-20 26

Table 6: 2019-20 Corporate Plan results summary 33

Table 7: Links between the Corporate Plan and the Portfolio Budget Statements components in 2019-20 39

Table 8: Notifiable incidents notified to Comcare under section 38 of the WHS Act 57

Table 9: Telecommunication Asbestos Safety Compliance Program activities commenced 57 Table 10: Inspectorate activities commenced 57

Table 11: Notices issued under the WHS Act 58

Table 12: Other statutory reporting requirements under the WHS Act 58

Table 13: Comcare’s Audit and Risk Committee 81

Table 14: All ongoing employees current report period (2019-20) 85

Table 15: All non-ongoing employees current report period (2019-20) 86

Table 16: All ongoing employees previous report period (2018-19) 86

Table 17: All non-ongoing employees previous report period (2018-19) 87

Table 18: Information about remuneration for key management personnel 88

Table 19: Mechanism of injury for Comcare accepted claims from 2016-17 to 2019-20 91 Table 20: Continuance rates - incapacity durations 92

Table 21: Comcare financial operating result 93

Table 22: Comcare historical funding ratio 94

Table 23: Comcare historical net premium liabilities 94

Table 24: Comcare’s environmental performance 2019-20 162

Table 25: SRCC meeting attendance 176

Table 26: Licence types, licensees and expiry dates - at 30 June 2020 180

Table 27: Licensees’ claims activity 186

Table 28: Performance against LKPIs - All licensees 188

Table 29: Recordkeeping requirements under the Directions 189

iv COMCARE AND SRCC ANNUAL REPORTS 2019-20

ABOUT THESE REPORTS

The Comcare and Safety, Rehabilitation and Compensation Commission (SRCC) annual reports document the activities of Comcare and the SRCC, and the performance of the Comcare scheme from 1 July 2019 to 30 June 2020.

These annual reports have been prepared in accordance with section 46 of the Public, Governance, Performance and Accountability Act 2013 (PGPA Act) and Subdivision B of Division 3A of the Public Governance, Performance and Accountability Amendment (Corporate Commonwealth Entity Annual Reporting) Rule 2014.

PART ONE - Comcare Annual Report 2019-20

The Comcare Annual Report 2019-20 complies with the requirements contained in the Safety, Rehabilitation and Compensation Act 1988 (SRC Act), the Work Health and Safety Act 2011 (WHS Act), and the Public Governance, Performance and Accountability Act 2013 (PGPA Act).

Overview

This section of the report provides an overview of Comcare. It details the objectives, functions, roles and responsibilities of Comcare and Comcare Executive. This section also highlights the overall performance of the Comcare scheme.

Annual Performance Statements

The annual performance statements provide information about Comcare’s performance in 2019-20.

Management and accountability

The management and accountability section details Comcare’s corporate governance, human resources and business capability. It includes information about Comcare’s Committees, financial review, internal and external scrutiny.

Financial statements

The financial statements provide detailed information about Comcare’s financial performance.

Appendices

The appendices contain further information addressing mandatory reporting requirements under respective legislations. This section includes the legislative compliance index.

PART TWO - Safety, Rehabilitation and Compensation Commission Annual Report 2019-20

The SRCC Annual Report 2019-20 complies with the requirements of the SRC Act and the WHS Act.

This report details the objectives, roles, functions, membership and operations of the SRCC. It also provides details about the performance of the SRCC.

The SRCC does not have staff or a budget, so financial statements are only prepared and reported for Comcare.

PART ONE:

COMCARE

ANNUAL REPORT 2019-20

Minister serving 2019-20 2

Letter of transmittal 3

Comcare CEO’s review 4

2 COMCARE AND SRCC ANNUAL REPORTS 2019-20

MINISTER SERVING 2019-20

Responsible minister at 30 June 2020

The Hon Christian Porter MP

Attorney-General Minister for Industrial Relations Member for Pearce

COMCARE AND SRCC ANNUAL REPORTS 2019-20 3

PART ONE

LETTER OF TRANSMITTAL

21 September 2020

The Hon Christian Porter MP Minister for Industrial Relations Parliament House CANBERRA ACT 2600

Dear Minister

I am pleased to submit to you Comcare’s Annual Report for the year ended 30 June 2020.

The report meets the requirements of federal law including:

> section 46 of the Public Governance, Performance and Accountability Act 2013

> schedule 2, section 3 of the Work Health and Safety Act 2011

> section 85 of the Safety, Rehabilitation and Compensation Act 1988 .

Following its tabling in Parliament, the report will be available on the Australian Government Transparency Portal and Comcare website.

Yours sincerely

Susan Weston Chief Executive Officer

GPO BOX 9905 CANBERRA ACT 2601 P 1300 366 979

COMCARE.GOV.AU

CHIEF EXECUTIVE OFFICER

4 COMCARE AND SRCC ANNUAL REPORTS 2019-20

COMCARE CEO’S REVIEW

Susan Weston PSM Chief Executive Officer

As the CEO and sole director of Comcare, I am pleased to present Comcare’s Annual Report to the Minister for Industrial Relations, the Hon Christian Porter MP, and the Australian Parliament on the performance of Comcare for the year ended 30 June 2020.

Our purpose

Comcare has several important roles. We are a work health and safety regulator, a scheme administrator and an insurer and claims manager.

We also have essential enabling roles, focused on the capability and capacity of our own workforce and on supporting engagement and better practice approaches to health and safety across our scheme.

For 2020-21, we have revised our organisational purpose to: promote and enable safe and healthy work. This new purpose reflects the connections between our different functions along the prevention - early intervention - injury management - compensation and rehabilitation continuum.

Comcare aims to deliver a national scheme that is not only outcome focused and cost effective but also reduces the administrative burden for employees and employers alike. Our scheme covers employees from a broad range of occupations and industries including government services, defence, law enforcement, transport, logistics, financial, banking services, manufacturing, construction, telecommunications and postal services.

As at 30 June 2020, the Comcare scheme comprised 397,496 full-time equivalent (FTE) employees covered under the Safety Rehabilitation and Compensation Act 1988 (SRC Act), of whom 183,612 were Australian Government employees and 213,884 worked for licensee organisations who self-insure their workers’ compensation.

We had 415,827 FTE employees covered under the federal Work Health and Safety Act 2011 (WHS Act), of whom 249,044 were Australian Government employees and 166,783 were employees of licensee organisations.

Our partnerships are key to delivering better work health and safety outcomes. As a national work health and safety authority, we work collaboratively with a variety of stakeholders to share our knowledge and enhance our capability. We have developed a new Stakeholder Engagement Framework that will underpin our interactions with our diverse stakeholders.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 5

PART ONE

In early 2020, as part of the Government’s decentralisation agenda, we expanded our operations to Launceston and Darwin, adding to our existing locations in Canberra, Melbourne, Sydney, Newcastle, Brisbane, Adelaide and Perth. Expanding into Tasmania and the Northern Territory has enabled us to increase our national footprint. This will enhance our service delivery and allow us to be more responsive to our stakeholders’ needs and expectations.

The year in review

Like other government agencies, Comcare’s operations have been impacted this year by the COVID-19 pandemic. The major impacts so far have been the rapid transitioning of the majority of our workforce to flexible working arrangements, and the shift in many aspects of our service delivery from face-to-face to virtual channels.

We are finalising a new internal Flexible Working Policy to harness the gains in productivity and balance our employees have recognised from implementing home-based working arrangements, while ensuring that any ongoing arrangements also work for Comcare. Early indications are that our approach of exercising ‘flexibility with responsibility’ is proving successful.

Since the pandemic surfaced, we have worked closely with Safe Work Australia to develop and disseminate nationally consistent work health and safety guidance. We have published a range of resources to help workers and employers manage risks. In particular, we are paying close attention to the mental health of workers either directly or indirectly affected by the pandemic, including our own employees.

We have fast-tracked the rollout of an expanded NewAccess workplaces pilot program that we have developed in partnership with Beyond Blue. Over the next two years, the expanded pilot will provide access to up to 120,000 Commonwealth employees to this low intensity cognitive behaviour therapy coaching service. The program will be independently evaluated and will build on the evidence base around mental health prevention and early intervention.

When the bushfires were impacting communities around Australia earlier in the financial year, we helped to promote and enable safe and healthy work by providing advice to employers, for example on monitoring air quality in the workplace.

We have been innovative and proactive in meeting our regulatory obligations this year, particularly since the start of the pandemic. Our Regulatory Operations group has diligently followed up on concerns and notifications received from across the jurisdiction.

6 COMCARE AND SRCC ANNUAL REPORTS 2019-20

In May, our Scheme Policy and Design area held our first virtual Comcare Claims Managers Forum, bringing together claims managers from across our scheme. Ninety-five per cent of participants said the forum would help them perform better in their roles. The success of the forum has laid the groundwork for future innovations in how we deliver important material in an engaging way.

With face-to-face training suspended during the pandemic, we have stepped forward with deployment of our new online learning management system, Comcare LMS. This has allowed us to pivot our proactive engagement from physical forums to delivering our training via virtual channels like webinars.

Although many of our Claims Management employees moved to home-based work, there has been no interruption to our claims operations, and we have continued to support clients and stakeholders throughout the pandemic.

Despite the uncertainty around economic conditions and the potential for this to further deteriorate, our funding ratio is forecast to be 128 per cent in 2020-21, which remains within our acceptable range and indicates the insured scheme remains fully funded.

In March 2020, we delivered our new website, which now has a brand-new look and navigation designed to streamline how users find, access and engage with our content. The content has also been completely rewritten in plain English and is now user-friendly and easy to understand.

We have streamlined the process for assessing applications from workplace rehabilitation providers (WRPs) to operate in our scheme. We have approved 70 WRPs under the new process. This has ensured that we continue to maintain a pool of experienced WRPs that provide national coverage while also achieving a red tape reduction for this group of more than half a million dollars.

Our new Litigation Strategy 2020-2023 has been developed and implemented with the aim of resolving disputes promptly and with integrity.

Results from the 2020 Employer Survey show that our five new strategic priorities resonated well with employers. Our general engagement with employers has also improved. Notwithstanding the positive results, we continue to engage closely with our stakeholders as part of our continuous quality improvement approach.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 7

PART ONE

Looking ahead

We are continuously striving to improve our core functions such as prevention, compliance, early intervention, and recovery and return to work in a complex operating environment of workplace transformation, technological change and psychosocial health issues.

As mentioned earlier, we have revised our purpose to Promote and enable safe and healthy work, and this flows to revised strategic priorities to ensure ongoing excellence and leadership as a national work health and safety regulator and workers’ compensation authority.

Our five new strategic priorities of Excellence in service provision, Engagement with our stakeholders, Prevention and early intervention across our scheme, Insight driven and risk and evidence-based practice, and Being adaptable in the face of change are reflected in our Corporate Plan 2020-2021, in Group business plans, individual Performance Development Plans and have also been incorporated into new performance measures that we have developed.

The new performance measures and targets focus on impact and ensure there is a clear methodology and identified data sources to enable us to measure our performance accurately. The changes will ensure that the results we monitor are specific enough to allow for a meaningful discussion of performance in our annual performance statements and annual reports.

Comcare acknowledges the traditional owners and custodians of country throughout Australia and acknowledges their continuing connection to land, sea and community. We pay our respects to the people, the cultures and the elders past, present and emerging.

CHAPTER ONE:

OVERVIEW

Performance highlights 10

About Comcare 12

10 COMCARE AND SRCC ANNUAL REPORTS 2019-20

2 2

Enhancing Enhancing employer employer capability capability

1 1

Enabling healthy Enabling healthy and safe and safe workplaces workplaces

3 3

Guiding and Guiding and supporting mental supporting mental health and health and wellbeing wellbeing

4 4

Fostering work Fostering work participation and participation and recovery recovery

5 5

Adapting to the Adapting to the future of work future of work

PERFORMANCE HIGHLIGHTS

Comcare Research Plan towards 2022 initiatives progressed under five themes:

Further details on current research projects are available on our website: https://www.comcare.gov.au/safe-healthy-work/research-evidence/research-plan.

Surveyed workplaces with improved WHS outcomes following regulatory services: 85%

Commonwealth average premium rates

2016-17 2016-17 1.72%

2017-18 2017-18 1.23%

2018-19 2018-19 1.06%

2019-20 2019-20 0.85%

2020-21 2020-21 0.85%

Scheme liability

SRC Act

54% in licensee organisations

46% Australian Government

397,496 FTE

WHS Act

60% in public sector organisations

40% in licensee organisations

415,827 FTE

2016-17 2016-17 $2,421m

2015-16 2015-16 $2,758m

2017-18 2017-18 $2,192m

2018-19 2018-19 $1,665m

2019-20 2019-20 $1,708m

COMCARE AND SRCC ANNUAL REPORTS 2019-20 11

12 COMCARE AND SRCC ANNUAL REPORTS 2019-20

ABOUT COMCARE

Our purposes

During 2019-20 Comcare worked to five purposes and strategic priorities, and our outcome of: supporting participation and productivity through healthy and safe workplaces that minimise the impact of harm.

We delivered a national work health and safety, and workers’ compensation scheme as per our functions specified in the Work Health and Safety Act 2011 (WHS Act) and the Safety, Rehabilitation and Compensation Act 1988 (SRC Act). We also managed claims in relation to the Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005 (ARC Act) and the Parliamentary Injury Compensation Scheme (PICS) which was established under the Parliamentary Entitlements Act 1990.

Figure 1: Comcare’s purposes and strategic priorities

P U R

P O S E

S

P R I O R

I T I E S

Driving innovation and better practice

Leading workers’ compensation insurer

Effective national regulator

Excellence in scheme design and management

Efficient and effective operations

Collaborating in the design and delivery of research, education and innovative initiatives to enhance scheme outcomes

Working with employees and employers to minimise the impact of harm in workplaces, supporting optimal recovery and return to work, and delivering a sustainable scheme

Increasing duty holders’ levels of compliance and commitment to best practice through regulatory oversight of work health and safety and workplace rehabilitation

Excellence in scheme design and management to achieve sustainable and better practice national schemes

Working collaboratively and innovatively across the organisation providing trusted advice, assurance and robust frameworks, to effectively enable and support the delivery of our outcome

COMCARE AND SRCC ANNUAL REPORTS 2019-20 13

Overview

Our focus was on driving innovation to deliver better practice in:

> promoting healthy and safe workplaces

> reducing illness and injury in workplaces

> supporting work participation through improving recovery at and return to work

> reducing premiums and workers’ compensation liabilities

> sharing what works nationally.

Using our partnerships, research and initiatives we provided expert advice and services to a wide variety of stakeholders including the Safety, Rehabilitation and Compensation Commission and the Seafarers Safety, Rehabilitation and Compensation Authority.

Our governing legislation

The Safety, Rehabilitation and Compensation Act 1988 (SRC Act) establishes Comcare and sets out its functions and powers. The SRC Act also establishes the Safety Rehabilitation and Compensation Commission (SRCC) which has powers in relation to the management of self-insured licensees operating under the SRC Act. Comcare provides secretarial and other assistance to the SRCC in the performance of its functions. Comcare has functions and responsibilities under both the SRC Act and the Work Health and Safety Act 2011 (WHS Act), which include regulatory functions and powers for compliance and enforcement.

Comcare manages the Commonwealth asbestos claims under the Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005 (ARC Act). We also administer compensation claims for members of parliament and the Prime Minister’s spouse under the Parliamentary Injury Compensation Scheme (PICS) which was established under the Parliamentary Entitlements Act 1990.

14 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Figure 2: Responsibilities under the Commonwealth legislation

SRC Act

SRCC regulates licensee arrangements

at 30 June 2020

WHS Act Comcare regulator

MRC Act

DRCA Act MRCC regulator

Employer:

> protects health and safety of its employees at work

> manages claims

> meets liabilities

Employer

> protects health and safety of its employees at work

> manages claims

> meets liabilities

Employer protects health and safety of its employees at work

Comcare:

> delivers recovery and support services

> meets liabilities

Employer manages rehabilitation

Employer manages rehabilitation

Employer manages rehabilitation

Discharging of liabilities

Discharging of liabilities

* Pre 2004 injuries determined under the DRCA Act

Defence manages rehabilitation

Department of Veteran’s Affairs:

> manages claims*

> meets liabilities

> Defence manages rehabilitation

Licensed self-insurers

Licensed self-insurers (SRC Act only)

ACT

Government

Australian Government (premium paying employers)

Public authorities (as defined by the WHS Act)

Australian Defence Force

Duties of care

WHS Act - Scheme coverage

SRC Act - Scheme coverage

MRC Act - Military Rehabilitation and Compensation Act 2004

MRCC - Military Rehabilitation and Compensation Commission

DRCA - Safety, Rehabilitation and Compensation (Defence-Related) Act 1988

ARC Act Comcare manages the Commonwealth’s

asbestos claims

PICS

Comcare administers Parliamentary injury Compensation Scheme claims for

parliamentarians

Figure 2: Responsibilities under the Commonwealth legislation

COMCARE AND SRCC ANNUAL REPORTS 2019-20 15

Overview

Our roles and responsibilities

The SRC Act establishes a national workers’ compensation scheme (the Comcare scheme) that applies to certain employees and employers in both the public and private sectors around the country.

Comcare is the national work health and safety regulator under the WHS Act. Comcare has regulatory functions and powers in relation to workplace rehabilitation under the SRC Act.

The Comcare scheme supports participation and productivity through healthy and safe workplaces by:

> designing and delivering initiatives informed by research to prevent harm, promote work health and safety and improve rehabilitation outcomes

> working in partnership with employers and their employees to prevent workplace injuries

> appropriately using regulatory sanctions for any demonstrable failure of the employer’s duty of care

> empowering employers to support their employees with a workplace injury to safely recover at and return to work

> providing those employees with a workplace injury with a statutory package of economic and non-economic benefits.

Insurer role

Comcare is the claims and liability manager for premium paying employers (Commonwealth departments and agencies, including the delegated claims management arrangements) in the workers’ compensation scheme.

This role includes the management of claims, setting and collecting of premiums for the premium paying scheme, including premiums specific to each agency. In Comcare’s role as an insurer and fund manager, it has the power under the SRC Act to apply premiums to meet Comcare’s liability and claims administration costs in order to maintain a financially viable scheme.

Regulator role

Comcare is the national work health and safety regulator. This role also has some functions and powers in relation to workplace rehabilitation. Our compliance and enforcement activities are based on finding the right balance between:

> fulfilling our responsibilities as a regulatory agency, being firm but fair

> making full use of intelligence and data so that our activities are based on analysis of risk

> enabling regulated entities to take responsibility for their own compliance, aiming to increase their levels of capability and commitment

> being aware of the financial and other burdens that regulatory activities impose on regulated entities’ operations.

16 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Specific compliance and enforcement activities range across a spectrum from proactively providing information and advice, making authorisation and approval decisions and monitoring the extent of compliance in the jurisdiction, to investigating contraventions. We weigh up many factors depending on the circumstances of each particular case to arrive at the most appropriate response for each situation.

Scheme manager role

Comcare manages the Comcare scheme which covers premium paying employers and self-insured licensees. As the scheme manager we develop, monitor and maintain legislation, policy and guidance that:

> sets clear expectations of roles and obligations

> promotes better practice for national schemes

> creates effective early intervention and return to work practices and outcomes.

As scheme manager we provide quality assurance of ‘whole-of-scheme’ data, identifying trends to ensure we achieve sustainable and better practice national schemes. We also provide oversight advice to the Minister on the operation and effectiveness of the SRC Act.

We manage and monitor self insured licensees and outsourced claims management providers (used by the licensees). This includes the setting of annual cost-recovered licence fees and regulatory contributions under the SRC Act and the WHS Act.

We provide support through expert advice and services to the Safety, Rehabilitation and Compensation Commission (SRCC) and the Seafarers Safety, Rehabilitation and Compensation Authority (Seacare Authority).

The Seafarers Safety, Rehabilitation and Compensation Authority

The Seacare Authority is responsible for overseeing the Seacare scheme. The Seacare scheme is a national scheme of occupational health and safety (OH&S)1, and rehabilitation and workers’ compensation arrangements which applies to defined seafaring employees.

The Seacare Authority is not a body corporate and does not employ its own staff. Under section 72A of the SRC Act, Comcare must provide the Seacare Authority with secretariat support and other assistance for the proper performance of its functions or exercise of its powers.

1 In accordance with the Occupational Health and Safety (Maritime Industry) Act 1993

COMCARE AND SRCC ANNUAL REPORTS 2019-20 17

Overview

On behalf of the Seacare Authority, Comcare:

> provides secretariat, policy and strategic support to the Seacare Authority, and assistance in implementing its decisions

> administers Seacare scheme legislation and monitors the operation of such legislation

> manages the annual appropriation for supporting the Seacare function

> monitors and reports on Seacare scheme performance

> prepares an annual report to the Parliament

> reports to the Minister

> liaises and communicates with Seacare scheme stakeholders

> promotes the objectives of the Seacare scheme, particularly the reduction of the human and financial costs of workplace injury in the Australian maritime industry.

The Safety, Rehabilitation and Compensation Commission

The SRCC administers functions under the SRC Act and WHS Act, other than those functions attributed to Comcare.

For more information on its role and functions refer to Part Two of this report - The Safety, Rehabilitation and Compensation Commission Annual Report 2019-20. The SRCC annual report is supplied in accordance with section 89S of the SRC Act.

Who we cover

The Comcare scheme is diverse, covering a broad range of occupations and industries including government services, defence, law enforcement, transport, logistics, financial, banking services, manufacturing, construction, telecommunications, higher education and postal services.

During the year our programs and services were used by:

> Australian Government agencies, authorities and their employees

> national companies and the ACT Government licenced by the SRCC and their employees

> members of the Australian Defence Force including reservists and cadets2

> individuals making claims against the Commonwealth for asbestos-related conditions.

At 30 June 2020 Comcare’s scheme comprised of 397,496 full-time equivalent (FTE) employees covered under the SRC Act, and 415,827 FTE under the WHS Act. Figures 3 and 4 represent the five-year trend of Comcare’s scheme responsibility and correlate with Figure 2.

2 Covered under the WHS Act but not the SRC Act

18 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Figure 3: Comcare scheme coverage under the SRC Act

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

2019-20 2018-19 2017-18 2016-17 2015-16

Australian Government Self-insured licensees

167,726

208,228

178,825

209,552

182,344

209,533

214,166

182,274

213,884

183,612

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

450,000

2019-20 2018-19 2017-18 2016-17 2015-16

Australian Government Self-insured licensees Australian Defence Force

158,912

185,749

160,908

187,726

161,821

191,323

168,503

186,053

166,783

62,149 62,000 62,000 62,000 62,000

187,044

Note: Australian National University (1 July 2018) and ACT Government (1 March 2019) became self-insured licensees in 2018-19. The FTE for these two employers is counted against the self-insured licensee sector for 2018-19.

Figure 4: Scheme coverage - WHS Act

COMCARE AND SRCC ANNUAL REPORTS 2019-20 19

Overview

Our scheme’s performance

The overall scheme premium rate is decreasing, with a significant contributing factor being the reductions in the incidence of claims received and accepted and serious claims.

Table 1 shows Scheme incidence rate trends from 2015-16 and 2019-20:

> Claims received - 11 per cent decrease

> Claims accepted - 11 per cent decrease

> Serious claims - 5 per cent increase

> Scheme compensable deaths - lowest point in last 5 years

Table 1: Comcare scheme workers’ compensation data

Under the SRC Act

Incidence of claims received*

Incidence of accepted claims*

Incidence of serious claims*1

Total

number of compensable deaths

2015-16 Premium paying employers 12.7 8.7 5.3 10

Self-insured licensees 20.6 15.8 7.1 5

Scheme total 16.8 12.4 6.2 15

2016-17 Premium paying employers 11.3 7.2 4.2 18

Self-insured licensees 20.1 15.6 7.2 8

Scheme total 16.0 11.7 5.8 26

2017-18 Premium paying employers 11.1 6.5 3.7 9

Self-insured licensees 19.0 15.0 7.2 9

Scheme total 15.3 11.0 5.6 18

2018-19 Premium paying employers 9.5 5.7 3.6 13

Self-insured licensees 19.2 14.9 8.2 1

Scheme total 14.7 10.7 6.1 14

2019-20 Premium paying employers 8.7 5.2 3.6 3

Self-insured licensees 20.5 16.0 8.9 2

Scheme total 15.0 11.0 6.5 5

Data extracted on 15 July 2020

1 Serious claims are those claims that reach one week or more of time lost during the reporting period

*All incidence rates are per 1000 FTE employees

Note: Australian National University (1 July 2018) and ACT Government (1 March 2019) became self-insured licensees in 2018-19. Claims data for these employers are recorded against the self-insured licensees sector for all financial years in the above table.

20 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Return to work

Improving return to work outcomes remains a key focus. Comcare is working to enhance our partnerships with employers, and we are expanding and evaluating pilots and other proactive initiatives that aim to ensure there are strong processes in place to support workers’ timely, safe and durable return to work across the scheme. During 2019-20 this included the development of the revised Guidelines for Rehabilitation Authorities. These guidelines require employers to effectively manage rehabilitation, to consult with key stakeholders, ensure appropriately skilled and capable case managers and monitor workplace rehabilitation provider services.

We publish a suite of guidance material and deliver face-to-face and digital training for stakeholders on effective rehabilitation and return to work practices. Our guidance and training is evidence-based and focuses on what makes a difference. For employers the message is clear: act early, support the employee and develop a positive workplace culture.

Reconsiderations and appeals

An employee or employer who is dissatisfied with a decision made under the SRC Act may ask for that decision to be reviewed through a reconsideration request. The decision is reviewed by an officer not involved in the original decision.

If an employee or employer is dissatisfied with the reconsideration outcome, they may apply to the Administrative Appeals Tribunal (AAT) requesting an independent review.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 21

Overview

Table 2: Claim disputation rates

Under the SRC Act

Number of reconsideration requests received

Reconsideration affirmation rate 1 (per cent)

Number of applications to the AAT

AAT affirmation rate2 (per cent)

2015-16 Premium paying employers 1,562 83 624 50

Self-insured licensees 1,609 81 795 77

Scheme total 3,171 82 1,419 67

2016-17 Premium paying employers 1,824 81 803 57

Self-insured licensees 1,344 83 755 72

Scheme total 3,168 82 1,558 66

2017-18 Premium paying employers 1,565 88 840 69

Self-insured licensees 1,167 83 543 74

Scheme total 2,732 86 1,383 72

2018-19 Premium paying employers 1,267 84 656 64

Self-insured licensees 1,107 85 464 66

Scheme total 2,374 84 1,120 65

2019-20 Premium paying employers 942 80 396 53

Self-insured licensees 1,313 86 654 72

Scheme total 2,255 84 1,050 60

Data extracted on 15 July 2020

1 Reconsideration affirmation rate is the percentage of reviewable decisions that affirmed the original determination with a decision in the reporting period. Excludes initiated by own motion and withdrawn.

2 AAT affirmation rate is the percentage of AAT decisions that affirmed the reviewable decision. Note that applications withdrawn by the applicant or that have been dismissed are considered to have been affirmed. Excludes initiated by own motion.

Note: Australian National University (1 July 2018) and ACT Government (1 March 2019) became self-insured licensees in 2018-19. Claims data for these employers are recorded against the self-insured licensees sector for all financial years in the above table.

22 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Workplace incidents

The WHS Act defines certain events as notifiable. This requires persons conducting a business or undertaking (PCBUs) to notify Comcare of incidents that result in the death, serious injury or illness of a person, or are dangerous.

Table 3: Notifiable work health and safety incidents - as the national regulator

WHS jurisdiction

Serious injury or illness Dangerous

incidents

Notifiable worker fatalities

2015-16 Australian Government 195 391 5

Self-insured licensees 148 270 6

Australian Defence Force 180 191 3

WHS jurisdiction total 523 852 14

2016-17 Australian Government 195 395 5

Self-insured licensees 164 234 5

Australian Defence Force 180 152 5

WHS jurisdiction total 539 781 15

2017-18 Australian Government 170 458 7

Self-insured licensees 168 229 7

Australian Defence Force 154 174 0

WHS jurisdiction total 492 861 14

2018-19 Australian Government 223 393 4

Self-insured licensees 183 268 5

Australian Defence Force 140 129 2

WHS jurisdiction total 546 790 11

2019-20 Australian Government 215 401 4

Self-insured licensees 186 259 4

Australian Defence Force 126 134 1

WHS jurisdiction total 527 794 9

1. Serious Injury or Illness and Dangerous Incident data extracted on 2 September 2020

2. Notifiable Worker Fatalities data extracted on 15 September 2020

3. Not all self-insured licensees within Comcare’s scheme are covered by the WHS Act

COMCARE AND SRCC ANNUAL REPORTS 2019-20 23

Overview

Comcare’s Executive team

Names left to right clockwise: Susan (Sue) Weston, Vanessa Graham, Natalie Bekis, Aaron Hughes, Matthew Swainson, Mick Duke, Justin Napier.

Names left to right clockwise: Susan (Sue) Weston, Mick Duke, Natalie Bekis, Aaron Hughes, Matthew Swainson, Vanessa Graham, Justin Napier.

Names clockwise from left: Susan Weston, Vanessa Graham, Natalie Bekis, Aaron Hughes, Matthew Swainson, Michael Duke, Justin Napier

Susan Weston PSM - Chief Executive Officer

Susan Weston PSM was appointed Chief Executive Officer and accountable authority of Comcare in April 2019.

Before joining Comcare Sue was a Deputy Secretary at the Department of Industry, Innovation and Science, working across many areas and providing policy advice and support to portfolio Ministers. Most recently this included working with the portfolio’s science groups and the Corporate Division. Sue has held the role of Head of the Office of Small Business and has had an extensive career in the Australian Taxation Office covering a broad range of areas including tax objections and appeals and business education and training in implementing the Goods and Services Tax and Pay As You Go reforms.

Sue holds a Bachelor of Science degree, a post graduate diploma in accounting, is a Graduate of the Australian Institute of Company Directors, a Fellow of CPA Australia and a Chartered Accountant.

24 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Aaron Hughes - General Manager Claims Management Group (Deputy Chief Executive Officer)

Aaron Hughes joined Comcare on 24 February 2014. In July 2019 he took on leadership of Comcare’s claims management functions moving from previous roles in Scheme Management. Aaron leads the group responsible for workers’ compensation claims management across Australian Public Service (APS) agencies, Commonwealth asbestos liability claims, and the management of third-party claims service providers.

Prior to joining Comcare, Aaron has held a variety of senior executive roles across a number of Australian Government portfolios including agriculture and the environment. Aaron is a qualified lawyer with experience across corporate governance, finance, procurement, policy and program management roles.

Aaron holds a Master of Business Administration, Bachelor of Laws and Bachelor of Creative Arts. Aaron is a Graduate of the Australian Institute of Company Directors.

Vanessa Graham - Chief Operating Officer Corporate Group

Vanessa joined Comcare on 5 August 2019 as General Manager, Corporate Management Group. In February 2020, the Group name was changed to Corporate Group and her title was changed to Chief Operating Officer.

Prior to joining Comcare, Vanessa was the Chief Finance and Human Resources Officer at Geoscience Australia for three years. She has over 20 years’ experience in the APS as an executive leading corporate operations and finance functions across a number of agencies, including the Department of Finance, the Department of Employment and Workplace Relations, and the Department of Industry, Science and Resources. She also worked for two years at the UK Border Agency and Home Office. She is a qualified accountant with experience across human resources, legal, communications, finance, procurement, facilities and security management, technology and information management, governance and risk.

Vanessa holds a Bachelor of Commerce, majoring in accounting, from Griffith University and is a Fellow of CPA Australia.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 25

Overview

Natalie Bekis - General Manager Strategic Partnerships and Engagement Group

Natalie Bekis joined Comcare on 29 May 2017. With over a decade of experience working across various state and national personal injury compensation systems, including with one of Australia’s largest self-insured employers and more recently within the e-Health sector, she has led the design and implementation of a range of strategic projects and policy changes to improve the health and recovery outcomes for injured employees nationally.

Natalie’s experience across clinical, operational and executive roles has enabled her to build deep insights and a broad network of relationships and partnerships across government, industry and medical associations within the health and disability sectors. This experience is further underpinned by a Bachelor of Nursing, a Master of Business Management and she is a graduate of the Australian Institute of Company Directors.

Matthew Swainson - General Manager Legal Group

Matthew Swainson joined Comcare on 15 June 2015 as the Chief Legal Officer, Scheme Management and Regulation Legal. In October 2018, Matthew was appointed General Manager of Comcare’s newly established Legal Group and has successfully centralised Comcare’s diverse legal services to create a cohesive Legal Group that is committed to providing consistent legal services and assurances that legal risk in Comcare’s operations is effectively managed.

Matthew holds a Bachelor of Law (Honours), a Bachelor of Arts and is admitted to practice law in Australia, New Zealand and the Solomon Islands. He has a broad range of legal experience in the public sector, private sector and international aid consulting.

Michael Duke - General Manager Scheme Management Group

Michael joined Comcare on 13 June 2016, commenced acting in the role of General Manager Scheme Management Group from 14 August 2019, and was permanently appointed to the role with effect from 17 September 2020. Michael leads a range of functions covering workers compensation policy design and guidance, rehabilitation, provider management, self-insurance, premium setting, data analysis and secretariat support for both the Safety Rehabilitation and Compensation Commission and the Seacare Authority.

Prior to joining Comcare Michael worked as Director at the Fair Work Ombudsman with a particular focus on leading data analysis and reporting functions. Michael has a broad range of public sector experience with 20 plus years’ experience in the APS.

Michael holds a Graduate Diploma in Employee Relations and Human Resource Management and a Bachelor of Arts both from the University of Melbourne.

26 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Chief Operating Officer Corporate

General Manager Claims Management

General Manager Legal

General Manager Regulatory Operations

General Manager Strategic Partnerships and Engagement

General Manager Scheme Management

Chief Executive Officer

Scheme Policy and Design

Provider Framework and Return to Work

Self Insurance

Scheme Reporting and Analysis

Secretariat and Scheme Support Servcies

Performance and Pricing

Scheme Projects

Mental Health and Research

Strategic Programs

Marketing and Communications

Education and Engagement

Regional Operations ACT

National Operations

Regional Operations NSW

Regional Operations QLD

Regional Operations SA/NT

Regional Operations WA

Regional Operations VIC/TAS

Operational Support

Regulatory Policy

Risk and Analysis

Telecommunications and Asbestos Safety Compliance (TASC)

Claims and Litigation Service

Legal Advice and Strategy

Regulatory Legal

Legal Practice Management

Statutory Oversight

Melbourne Claims Operations

Canberra Claims Operations

Injury Management and Return to Work Support

Employer Account Manager

Reconsiderations and Appeals

Delegated Claims Services

Claims Strategy and Governance

Claims

Administration and Income Support

People, Property and Security

Technology and Information Management

Finance and Assurance

Corporate Communications and Strategy

Audit and Risk Committee Office of the CEO

Justin Napier - General Manager Regulatory Operations Group

Justin Napier joined Comcare on 1 June 2015. He has oversight of Comcare’s inspectorate function, regulatory policy, WHS and rehabilitation audits, WHS authorisations, regulatory intelligence and regulatory education and stakeholder engagement.

Prior to joining Comcare, Justin was General Manager Corporate and Operations at the Australian Skills Quality Authority (ASQA) and an Executive member of the Establishment Taskforce responsible for implementation of the Fair Work Act, including the establishment of Fair Work Australia and the Fair Work Ombudsman.

Justin holds a Graduate Diploma in Business and Administration from the Latrobe Graduate School of Management and a Bachelor of Arts from Deakin University.

Changes in our Executive team during 2019-20

The tables below provide details of changes to Comcare’s Executive team during 2019-20.

Table 4: Acting Executive team members during 2019-20

Role Name Dates

Chief Executive Officer Aaron Hughes 2 to 19 January 2020

General Manager, Claims Management Group Mark Harper 3 to 28 July 2019

Chief Operating Officer, Corporate Group Lyndall Moore Seyhan Aka Yvette Adeney

1 to 26 July 2019 18 to 30 October 2019 3 to 5 June 2020

General Manager, Legal Group Elizabeth Bell

Chloe Eaton

4 to 11 October 2019 16 to 24 December 2019

General Manager, Regulatory Operations Group Anthony Blucher 16 to 27 September 2019 20 to 31 January 2020

General Manager, Scheme Management Group Michael Duke 1 to 7 July 2019 14 August 2019 to 16 September 2020

General Manager, Strategic Partnerships and Engagement Group Thea Robotis 23 December 2019 to 15 January 2020

Table 5: Departed Comcare Executive team members during 2019-20

Role Name Dates

General Manager Claims Management Group Kim Ward 12 November 2018 to 15 July 2019

COMCARE AND SRCC ANNUAL REPORTS 2019-20 27

Overview

Our organisational structure

Figure 5: Comcare’s organisational chart as at 30 June 2020

Chief Operating Officer Corporate

General Manager Claims Management

General Manager Legal

General Manager Regulatory Operations

General Manager Strategic Partnerships and Engagement

General Manager Scheme Management

Chief Executive Officer

Scheme Policy and Design

Provider Framework and Return to Work

Self Insurance

Scheme Reporting and Analysis

Secretariat and Scheme Support Servcies

Performance and Pricing

Scheme Projects

Mental Health and Research

Strategic Programs

Marketing and Communications

Education and Engagement

Regional Operations ACT

National Operations

Regional Operations NSW

Regional Operations QLD

Regional Operations SA/NT

Regional Operations WA

Regional Operations VIC/TAS

Operational Support

Regulatory Policy

Risk and Analysis

Telecommunications and Asbestos Safety Compliance (TASC)

Claims and Litigation Service

Legal Advice and Strategy

Regulatory Legal

Legal Practice Management

Statutory Oversight

Melbourne Claims Operations

Canberra Claims Operations

Injury Management and Return to Work Support

Employer Account Manager

Reconsiderations and Appeals

Delegated Claims Services

Claims Strategy and Governance

Claims

Administration and Income Support

People, Property and Security

Technology and Information Management

Finance and Assurance

Corporate Communications and Strategy

Audit and Risk Committee Office of the CEO

28 COMCARE AND SRCC ANNUAL REPORTS 2019-20

6

3

2

1

4

5

8

9

7

National office

1

Canberra office

Level 4, 121 Marcus

Clarke Street Canbera ACT 2600

Regional offices

2

Sydney office

Level 30,

Sydney Central Building 477 Pitt Street Sydney NSW 2000

3

Newcastle office

Suite 1,

47 Bolton Street Newcastle NSW 2300

4

Melbourne office

Level 6,

535 Bourke Street Melbourne VIC 3000

5

Adelaide office

Level 6,

26 Flinders Street Adelaide SA 5000

6

Brisbane office

Level 13,

410 Queen Street Brisbane QLD 4000

7

Perth office

Level 3,

233 Adelaide Terrace Perth WA 6000

8

Darwin office

Level 9 ,

39-41 Woods Street Darwin NT 0800

9

Launceston office

Suite 12,

87-91 Brisbane Street Launceston TAS 7250

Comcare’s office locations

Figure 6: Comcare’s office locations

COMCARE AND SRCC ANNUAL REPORTS 2019-20 29

Overview

30 COMCARE AND SRCC ANNUAL REPORTS 2019-20

COMCARE AND SRCC ANNUAL REPORTS 2019-20 31

CHAPTER TWO:

ANNUAL

PERFORMANCE STATEMENTS 2019-20

Overview 32

2019-20 Corporate Plan results summary 33

Links between the Corporate Plan and the PBS components 2019-20 39

Strategic priority: Driving innovation and better practice 41

Strategic priority: Leading workers’ compensation insurer 51

Strategic priority: Effective national regulator 54

Strategic priority: Excellence in scheme design and management 61

Strategic priority: Efficient and effective operations 67

32 COMCARE AND SRCC ANNUAL REPORTS 2019-20

OVERVIEW

Introductory statement

I, Susan Weston, as the Chief Executive Officer and sole director of Comcare, present the 2019-20 annual performance statements of Comcare, as required under paragraph 39(1)(a) of the Public Governance, Performance and Accountability Act 2013 (PGPA Act). In my opinion, these annual performance statements are based on properly maintained records, accurately reflect the performance of Comcare and comply with subsection 39(2) of the PGPA Act.

Susan Weston

Our performance

Comcare’s efforts are geared to achieve our strategic outcome - support participation and productivity through healthy and safe workplaces that minimise the impact of harm.

The performance results in this chapter convey how Comcare measures our success against our five strategic priorities and purposes. We are committed to improving our performance and set ambitious targets to achieve our outcome. An overview of our 2019-20 Corporate Plan results is provided in the table below. We have achieved 18 of the 28 performance targets that we set for the year. Results for three targets were not available due to delays in the conduct of external surveys due to the pandemic. Further details are provided in the following sections, including actions taken to address the seven performance measures where we did not achieve the targets set.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 33

Annual performance statements

2019-20 CORPORATE PLAN RESULTS SUMMARY

Table 6: 2019-20 Corporate Plan results summary

Performance criterion Target Result Status

Driving innovation and better practice1 - Collaborating in the design and delivery of research, education and innovative initiatives to enhance scheme outcomes

1.1 Design and deliver innovative and prevention-focused programs and services for the scheme

Six active innovative and/or prevention-focused initiatives delivered

Eight active innovative and prevention-focused initiatives were delivered

Achieved

1.2 Build, deliver and evaluate contemporary education and engagement services for the scheme

Work towards 80 per cent or more of end users who participate in Comcare’s education and engagement services are satisfied

98 per cent Achieved

1.3 Demonstrated national cross-sector collaboration

Five active cross-sector initiatives co-designed and established

Three of the five initiatives completed Partly achieved,

progressing during 2020-21

1.4 Comcare undertakes strategic research to inform better practice across the scheme

All research undertaken by Comcare aligns with stakeholder needs

Comcare Research Plan 2018-2022 initiatives progressed under five themes:

1. Enabling healthy and safe workplaces 2. Enhancing employer capability 3. Guiding and supporting

mental health and wellbeing 4. Fostering work participation and recovery 5. Adapting to the future of

work

Achieved

1 Portfolio Budget Statements (PBS) component - Supports and contributes to the outcomes of all components

34 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Performance criterion Target Result Status

Leading workers’ compensation insurer2 - Working with employees and employers to minimise the impact of harm in workplaces, supporting optimal recovery and return to work, and delivering a sustainable scheme

2.1 Increased proportion of employees who have returned to work, measured by duration on incapacity benefits

> 4 weeks 70 per cent 36 per cent Not achieved

> 13 weeks 76 per cent 59 per cent Not achieved

> 26 weeks 84 per cent 73 per cent Not achieved

> 52 weeks 86 per cent 86 per cent Achieved

> 78 weeks 92 per cent 89 per cent Not achieved

2.2 Sustained high levels of satisfaction and engagement with services offered

Stakeholder satisfaction rating of 85 per cent or more 76 per cent Not achieved

2.3 Claims administration cost as a ratio of all3 claims expenses is 17 per cent or lower for each injury year

Administration cost ratio is 17 per cent or lower 19.7 per cent Not achieved

2.4 The annual average Commonwealth premium rate is set to ensure the workers’ compensation scheme remains financially sustainable

Average Commonwealth premium rate = 1 per cent of payroll

0.85 per cent (excluding GST)

Achieved

2.5 The scheme financial sustainability is ensured by reducing workers’ compensation liabilities

Scheme liability is $1.71 billion or less (at 30 June 2020)

$1.708 billion (premium funded liability for the insured scheme)

Achieved

2.6 The insured workers’ compensation scheme continues to be fully funded

100-125 per cent 128 per cent Achieved

2 PBS components - 1.4 Premium claims, 1.5 Pre-premium claims, 1.6 Asbestos claims 3 Includes pre-premium claims

COMCARE AND SRCC ANNUAL REPORTS 2019-20 35

Annual performance statements

Performance criterion Target Result Status

2.7 Asbestos claims4

2.7.1 Timeliness of claims resolution (i.e. percentage of primary asbestos claims resolved within 180 calendar days)

80 per cent 57 per cent Not achieved

2.7.2 Third party recovery rate (i.e. percentage of the value of asbestos claims settlements recovered from third parties)

10 per cent 27 per cent Achieved

Effective national regulator5 - Increasing duty holders’ levels of compliance and commitment to best practice through regulatory oversight of work health and safety and workplace rehabilitation

3.1 A refined proactive regulatory approach and increase targeted proactive activities over time

Refine targeted proactive regulatory approach and establish a baseline of activity levels

The Provide information and advice business process has been updated to include greater clarity around the proactive and reactive activities

Achieved

3.2 Regulatory priorities identified to deliver targeted regulatory activities

Deliver and evaluate at least one programme against identified regulatory priorities

Work was postponed due to risks and restrictions as a result of the pandemic

Not achieved

3.3 Regulated entities report that our regulatory approach improves WHS outcomes

85 per cent or more evaluated entities report improved WHS outcomes as a result of Comcare’s regulatory activities

85 per cent Achieved

3.4 Regulatory activities delivered within statutory timeframes (where applicable)

100 per cent of WHS activities are delivered within statutory timeframes

100 per cent Achieved

4 PBS only performance criteria 5 PBS component - 1.1 Work health, safety and rehabilitation regulation

36 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Performance criterion Target Result Status

Excellence in scheme design and management6 - Excellence in scheme design and management to achieve sustainable and better practice national schemes

4.1 Sustainable schemes evidenced through outcomes achieved by scheme participants and providers (including financial and return to work outcomes)

> Return to work rates developed through the existing biennial Return to Work Survey indicating the rehabilitation outcomes achieved

Comcare Scheme return to work rate = 95 per cent SafeWork Australia led - delayed due to the pandemic

Not available

> Improve the financial sustainability of the scheme measured by notional premium rate

Comcare scheme notional premium rate = 0.94 per cent 0.86 per cent Achieved

4.2 Schemes identify and adopt better practice as far as possible, measured by benchmarking against better practice

Better practice scheme management assessed through qualitative review

Improvement in better practice scheme management measured against relevant benchmarks

Better practice was improved through:

> initiatives to advocate and implement change to deliver better practice and consistency across the schemes

> holistic employer engagement across Comcare using targeted service offerings including improved accessibility and digitisation

> improved scheme-wide analytics and reporting products

Achieved

6 PBS components - 1.2 Comcare workers’ compensation scheme management, 1.3 SRCC and Seacare Authority support

COMCARE AND SRCC ANNUAL REPORTS 2019-20 37

Annual performance statements

Performance criterion Target Result Status

4.3 Satisfaction with support provided to SRCC and Seacare Authority

> SRCC satisfaction of support provided by Comcare

Qualitative evaluation using structured services and feedback from the Chair

Service levels for the support Comcare provides to the SRCC were achieved 91 per cent of the time No actions were required or requested by Commissioners in response to performance measures reported

Achieved

> Seacare Authority satisfaction of support provided by Comcare

Qualitative evaluation using structured services and feedback from the Chair

Service levels for the support Comcare provides to the Seacare Authority were achieved 94 per cent of the time

Achieved

4.4 Assurance over scheme operations under licence, approval or delegation achieved (evidence of compliance and required behaviours and practices)

CEO and SRCC

satisfaction with assurance levels

Qualitative evaluation using structured services and feedback from the CEO and Chair

Positive feedback provided on scheme operations Achieved

Efficient and effective operations 7 - Working collaboratively and innovatively across the organisation providing trusted advice, assurance and robust frameworks, to effectively enable and support the delivery of our outcome

5.1 Increased satisfaction with corporate services measured through responses to a quarterly survey

85 per cent satisfaction rates Average of 96 per cent. The Corporate Group Satisfaction Survey was sent to 150 respondents from across Comcare each quarter. Results show that an average of 96 per cent of respondents were “Very satisfied/Satisfied” with the services they received

Achieved

7 PBS component - Supports and contributes to the outcomes of all components

38 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Performance criterion Target Result Status

5.2 Maintain or exceed employee levels of engagement, measured through ratings in the APSC employee census

Comcare employees rate their: a) job engagement at higher than 7.5 b) team engagement at higher

than 7.2 c) supervisor engagement at higher than 7.9 d) agency engagement at

higher than 6.4 e) collaboration between groups at higher than

45 per cent f) agency innovation at higher than 70 per cent

The 2020 APS Employee Census was delayed to October 2020 as a result of the pandemic

Not available

5.3 Comcare employees have the knowledge and skills to meet operational needs, measured through the APSC employee census results

90 per cent of employees indicate they have the skills and knowledge to undertake their job

The 2020 APS Employee Census was delayed to October 2020 as a result of the pandemic

Not available

5.4 Maintain Comcare’s workers compensation premium by improving work health and safety, rehabilitation and recovery at work performance

Comcare’s workers’ compensation premium is 2.0 per cent or less [Note: premium rate set for 2020-21]

1.77 per cent Achieved

5.5 Improved management of Comcare’s litigation activities and legal risk

Develop litigation strategy and monitoring framework

Achieved

50 per cent of AAT applications received will be finalised within 12 months of lodgement

41 per cent Not achieved

AAT applications open longer than 24 months are no more than 15 per cent of the overall total number of AAT applications

26 per cent Not achieved

COMCARE AND SRCC ANNUAL REPORTS 2019-20 39

Annual performance statements

LINKS BETWEEN THE CORPORATE PLAN AND THE PORTFOLIO BUDGET STATEMENTS COMPONENTS IN 2019-20 Table 7: Links between the Corporate Plan and the Portfolio Budget Statements components in 2019-20

Corporate Plan performance measure PBS component

Drive innovation and better practice

Supports and contributes to the outcomes of all components

Design and deliver innovative and prevention-focused programs and services for the scheme.

Build, deliver and evaluate contemporary education and engagement services for the scheme.

Demonstrated national cross-sector collaboration.

Comcare undertakes strategic research to inform better practice across the scheme.

Effective national regulator

1.1 - Work health, safety and rehabilitation regulation

Refine our proactive regulatory approach and increase targeted proactive activities over time.

Identify regulatory priorities to deliver targeted regulatory activities.

Regulated entities report that our regulatory approach improves WHS outcomes.

Deliver regulatory activities within statutory timeframes (where applicable).

The leading workers’ compensation insurer

1.4 - Premium claims

1.5 - Pre-premium claims

1.6 - Asbestos claims

Increase the proportion of employees who have returned to work, measured by duration on incapacity benefits.

Deliver appropriate, responsive and relevant services shown in sustained high levels of satisfaction and engagement with services offered.

Claims administration cost as a ratio of all claims expenses is 17 per cent or lower for each injury year.

The annual average Commonwealth (Cth) premium rate is set to ensure the workers compensation scheme remains financially sustainable.

Reduce the workers compensation scheme liability to ensure it remains financially sustainable.

Ensure the insured workers compensation scheme continues to be fully funded.

40 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Corporate Plan performance measure PBS component

Excellence in scheme design and management

1.2 - Comcare workers’ compensation scheme management

Sustainable schemes evidenced through outcomes achieved by scheme participants and providers (including financial and return to work outcomes).

> Return to work rates developed through the existing biennial Return to Work Survey indicating the rehabilitation outcomes achieved.

> Improve the financial sustainability of the scheme measured by notional premium rate.

Schemes identify and adopt better practice as far as possible, measured by benchmarking against better practice.

> Better practice scheme management assessed through qualitative review.

Assurance over scheme operations under licence, approval or delegation achieved (evidence of compliance and required behaviours and practices).

> CEO and SRCC satisfaction with assurance levels.

Satisfaction with support provided to SRCC and Seacare.

> SRCC satisfaction of support provided by Comcare.

> Seacare Authority satisfaction of support provided by Comcare.

1.3 - SRCC and Seacare Authority support

Efficient and effective operations

Supports and contributes to the outcomes of all components

Increased satisfaction with corporate services, measured through responses to a quarterly survey.

Maintain or exceed employee levels of engagement, measured through rating in the APSC employee census.

Comcare employees have the knowledge and skills to meet operational needs, measured through the APSC employee census results.

Maintain Comcare’s workers compensation premium by improving work health and safety, rehabilitation and recovery at work performance.

Improve management of Comcare’s litigation activities and legal risk.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 41

Annual performance statements

STRATEGIC PRIORITY: Driving innovation and better practice

Purpose - Collaborating in the design and delivery of research, education and innovative initiatives to enhance scheme outcomes

Performance criterion Target

1.1 Design and deliver innovative and prevention-focused programs and services for the scheme Six active innovative and/or prevention-focused initiatives delivered

Result - Achieved

Innovative and prevention-focused initiatives were delivered in 2019-20, including: 1. NewAccess Workplaces Pilot Trial 2. Early Intervention Services pilot 3. Workplace Mental Health Strategy 4. Education - Comcare Learning Management System (LMS) 5. Lead Indicators Mentoring Program 6. The development and dissemination of prevention focused information Each initiative was underpinned by marketing and communication activities across multiple channels to raise awareness or encourage adoption by our jurisdiction. Further details are provided in the analysis section below.

1.2 Build, deliver and evaluate contemporary education and engagement services for the scheme

Work towards 80 per cent or more of end users who participate in Comcare’s education and engagement services are satisfied in 2020-21

Result - Achieved

1. Education services for the scheme Comcare developed several contemporary education and engagement services for the scheme, including one on psychological health and safety in the workplace in response to demand from the jurisdiction. Overall, Comcare exceeded the delivery of scheduled training KPI: 94 per cent [80 per cent target] and the training satisfaction measure KPI: 98 per cent [80 per cent of training participants report that the course content met their needs and improved health, safety or rehabilitation outcomes at their workplace].

Through education services, Comcare achieved 100 per cent interaction with all WHS entities.

42 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Performance criterion Target

2. Engagement services for the scheme Numerous events and forums were hosted and facilitated as part of Comcare’s engagement services for the scheme, including:

a) Inter-departmental Forum on Mental Health (IFMH): This bi-annual Senior Executive Service level forum is chaired by Comcare for APS agencies to share research and initiatives on workplace mental health. b) Mental Health Community of Practice (MHCoP): The bi-annual event brings together managers, human resources and health and safety practitioners to drive better practice across the Comcare scheme as part of

creating mentally healthy workplaces. c) Deputy Secretaries’ Safety and Compensation Forum (DSSC): The inaugural forum was held in February 2020. The purpose of the DSSC is to achieve best practice in work health and safety (WHS) and workers’

compensation management across the Australian Public Service (APS). d) Comcare National Work Health Safety Forums: The series brings people together to promote and enable safe and healthy work. e) New webinar offering: COVID-19 Navigating a new normal: In response to the pandemic, and in the wake

of face-to-face sessions being cancelled, a webinar covering current and emerging issues across our jurisdiction was developed and presented on 30 July 2020: Navigating a new normal f) National Safe Work Month: In October 2019 Comcare held a number of events including a Leadership Forum and promoted educational and prevention focused content as part of Safe Work Australia’s annual

National Safe Work Month with the theme Be a Safety Champion.

3. Comcare Engagement Strategy and Framework The Comcare Engagement Strategy and Framework has been developed and endorsed to deliver a client and stakeholder centric approach to engagement that is increasingly well coordinated, collaborative and effective.

4. The new Comcare website The new Comcare website was released on 30 March 2020. Beta testing conducted with users indicates the website is much easier to use and navigate, and the content is easier to search and understand.

5. COVID-19 and bushfire response Comcare responded to the impacts of the national bushfires and poor air quality by providing guidance to employers and workers regarding WHS obligations and duties. Comcare’s dedicated pandemic webpage has provided the jurisdiction with the latest guidance and information on employer and worker WHS obligations, workers’ compensation requirements and mental health and wellbeing, working from home and transitioning back to usual workplaces. Comcare worked with the Australian Public Service Commission, Safe Work Australia and Heads of Workplace Safety Authorities to inform our approach.

6. Email marketing Comcare has a new communication channel to reach and engage with our stakeholders and clients via email marketing. Comcare’s new e-newsletter, Comcare News, was launched and distributed to more than 450 subscribers in May 2020.

7. The Comcare National Conference and Awards The Comcare National Conference and Awards have been postponed from September 2020 to May 2021 due to the pandemic. Comcare has established a theme - creating a safer workplace together - which will respond to the current environment.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 43

Annual performance statements

Performance criterion Target

1.3 Demonstrated national cross-sector collaboration Five active cross-sector initiatives co-designed and established

Result - Achieved

The Collaborative Partnership for Work Participation (the Partnership) is an alliance is an alliance between the public, private and not-for-profit sectors with a shared focus on improving work outcomes for people with a temporary or permanent physical or mental health condition or disability. The Partnership has delivered and completed three of the five initiatives. The GP Support Project, the Employer Awareness Project and the Employer Mobilisation Project have been delivered and closed in 2019-20. In 2020, the Partnership developed a new strategy to build on the work to date, with five pillars: 1. measure the movement of people between the benefit and income support systems and find ways to improve

work and health outcomes 2. design and trial transition services to better support people moving between systems 3. deliver a national awareness program aimed at changing culture and behaviour 4. build the capability of employers to support people with health conditions or disability in the workplace 5. develop and deliver tools to support General Practitioners to facilitate work participation.

1.4 Comcare undertakes strategic research to inform better practice across the scheme All research undertaken by Comcare aligns with stakeholder needs

Result - Achieved

Comcare Research Plan towards 2022 Following extensive consultation across the business and externally with the jurisdiction, five research themes were identified as part of driving innovation and better practice for the scheme:

1. Enabling healthy and safe workplaces 2. Enhancing employer capability 3. Guiding and supporting mental health and wellbeing 4. Fostering work participation and recovery 5. Adapting to the future of work.

The development of a program of work that delivers and supports research initiatives against these key themes has continued. Further details on current research projects are available on our website: https://www.comcare.gov.au/safe-healthy-work/research-evidence/research-plan.

44 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Analysis of performance against strategic priority: Driving innovation and better practice

Performance Criterion 1.1

Comcare is applying a user-centric approach in the development of our programs and activities to ensure that a wide range of feedback is captured from internal and external stakeholders. Further details on our key programs that are promoting and enabling safe and healthy work are provided below.

1. NewAccess workplaces pilot trial delivered

In partnership with Beyond Blue, Comcare ran a six-month trial (“Pilot Trial”) in two APS agencies. The trial involved 50 individuals who received up to six mental health coaching sessions. The two participating APS agencies also received aggregated and de-identified data to inform potential strategies to improve the mental health and wellbeing of their workplaces. The research program was independently evaluated by PricewaterhouseCoopers (PwC). The evaluation by PwC found that:

> Of the 50 participants, 34 (68 per cent) had symptoms sufficiently severe to be considered above clinical threshold for anxiety or depression

> The recovery rate of the program was 78 per cent - that is, 78 per cent of individuals who entered the program experienced significant recovery and exited the program below the clinical threshold. This rate is higher than what is seen at the community level which is reported at 67.5 per cent

> The estimated cost benefit ratio for the trial was 1:3 in productivity benefits, with indicative benefits including absenteeism, presenteeism, and psychological claims.

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Annual performance statements

CASE STUDY NEWACCESS WORKPLACES -

CHAMPIONING A PREVENTATIVE APPROACH TO WORKPLACE MENTAL HEALTH

An estimated 450 million people worldwide suffer from mental health conditions, making it one of the largest and fastest growing contributors to the burden of disease.

In Australia, it is estimated that half the population will experience a mental illness in their lifetime. Yet, 65 per cent of affected individuals are still not receiving the evidence-based care they need and remain untreated. The lack of evidence-based mental health care is costing workplaces over $10 billion each year. This shows the need to change the way workplaces are looking after their employees’ mental health and wellbeing. Workers can benefit from early intervention services such as NewAccess by Beyond Blue - an innovative prevention model of low-intensity cognitive behavioural therapy targeted at people with mild to moderate anxiety and/or depression.

NewAccess is based on the UK’s Improving Access to Psychological Therapies program and has proven to be highly successful in reducing rates of anxiety and depression. In 2018-19, Comcare ran a six-month pilot trial with 50 employees across two federal agencies. The aim of the trial was to determine if NewAccess is a suitable and appropriate service for workplaces, and whether engagement with the service improves mental health and wellbeing, and work productivity.

The results demonstrated that it is an appropriate service for workplace settings - delivering a 78 per cent recovery rate, meeting the needs and expectations of employees, enhancing job satisfaction and productivity, and proving to be economically viable.

Comcare is now leading NewAccess workplaces in partnership with Beyond Blue, in response to the mental health pressures emerging due to the pandemic. The APS is delivering essential services to many Australian communities - it is important that we enable this work by continuing to promote and protect the mental health of this essential workforce.

NewAccess workplaces is an expanded pilot two-year program offering the service to 15 federal agencies in the national scheme. The program will provide an early intervention mental health coaching service to employees while also enabling further evaluation of its effectiveness in the workplace setting.

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2. Early Intervention (EI) Services pilot delivered

Over the past year, Comcare partnered with three APS agencies to test whether a structured and independent early intervention service provided:

> early access to treatment support services

> self-management where clinically appropriate

> enhanced ability, and support, to recover at and return to work.

The pilot results demonstrated significant improvements to recovery at and return to work and a positive cost benefit for employers. Some of the key findings were the EI pilot achieved double the recovery rates from injury and illness (compared to the control groups), EI participant’s likelihood of developing a chronic condition was estimated to be around half the likelihood for the control group for physical injuries and around 10 per cent to 30 per cent lower for psychological injuries, and of the 25 per cent of participants that were triaged to see a GP, 93 per cent were certified ‘fit for work’.

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Annual performance statements

CASE STUDYComcare partnered with three APS agencies to trial a structured early intervention service to reduce the impact and duration of employee injury or illness that impact their ability to work.The early intervention pilot achieved double the recovery rate and improved recovery, return to work and high levels of satisfaction.A total of 375 employees participated in the pilot. The pilot was open to any employee who sustained an injury/illness at work or developed symptoms that impacted their ability to work, regardless of the cause of the injury/illness.Employees called an independent service provider for a phone consultation with a triage nurse, who clinically assessed the employee’s condition using evidence-based protocols and provided treatment advice, including self-management, first aid or referral to a General Practitioner, Physiotherapist or Psychologist. The aim of the pilot was to work with agencies to test whether an independent and structured early intervention service provided:> early access to treatment support services> self-management where clinically appropriate> enhanced ability, and support, to recover at and return to work.The independently evaluated pilot measured participant outcomes in comparison to a control group, a cost benefit analysis and a set of recommendations on the use of early intervention.The pilot results demonstrated:> Improved rates of recovery: Pilot participants achieved double the recovery rate and around half the likelihood of developing a chronic condition.> Early access to treatment: 80 per cent of pilot participants accessed treatment within three days for physical injuries and within eight days for psychological injuries.> Enhanced ability to recover at and return to work: Participants had around half the level of absenteeism (time off work) compared to the control group.> High rates of employee satisfaction: 94 per cent of participants described their experience with the service provider and their practitioner as “good or very good” (highest rating).The pilot evaluation is part of Comcare’s plan to share the research and learnings around better practice to support employers across the scheme to offer high quality and effective early intervention services. An early intervention e-learning module is now available and accessible through Comcare’s learning management system.Other tools and resources are currently in development in the form of early intervention better practice information and an evaluation and monitoring framework. EARLY INTERVENTION PILOT DOUBLES RECOVERY RATE

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3. Workplace Mental Health Strategy delivered

The Workplace Mental Health Strategy provides a strategic focus for how Comcare will perform its legislative duties under the WHS Act and SRC Act as an employer, and to support scheme employers to prevent harm and injury and to protect the health and safety of workers. These initiatives are designed to support and guide the scheme to pro-actively prevent psychological harm, support recovery and return to work and promote positive mental health practices in workplaces. Comcare will use an evidence-based, integrated approach to holistically identify opportunities to address the spectrum of mental health, including strategies and supports in workplaces.

4. Education - Comcare Learning Management System (LMS) delivered

In March 2020 Comcare launched the Comcare LMS. The courses and learning cover topics related to the WHS Act and SRC Act.

While some face-to-face training and events were suspended due to the pandemic, the secure LMS now allows users to progress work health and safety capability online. Further developments will continue in 2020-21 to deliver a contemporary learning program through an expanded content library, digital classrooms, communities of practice, and coaching and mentoring.

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Annual performance statements

CASE STUDY OUR NEW LEARNING MANAGEMENT SYSTEM (COMCARE LMS)

As part of our role in promoting and enabling safe and healthy work through training, Comcare now has a learning management system, called Comcare LMS, to support our jurisdiction and stakeholders in building their work health and safety capability regardless of where they are working.

One of the major disruptions to our operations during the pandemic has been the suspension of our face-to-face training and events. However, the 1 April 2020 deployment of Comcare LMS has enabled us to continue delivering training and learning through digital channels like self-paced courses and virtual classrooms. Since the launch of the Comcare LMS there have been over 1,000 course completions. The course catalogue offers 34 learning opportunities. The top three trending courses were: Managing work health and safety risks related to the pandemic; Work health and safety for workers, and Introduction to WHS risk management.

The Comcare LMS delivers fast and easy access to Comcare’s training and education offerings. It’s also a practical system to expand and diversify our delivery to the jurisdiction. Whether it’s live workshops, self-paced learning, guidance materials, presentations or forums - the Comcare LMS aims to cater for a broad range of training and learning approaches.

Comcare’s curriculum covers various topics including legislation, workplace rehabilitation and case management, psychological health and safety, workers’ compensation payroll and establishing effective health and safety committees. Once an account is created, all these resources can be easily accessed through Comcare LMS.

The catalogue of content, courses and programs is being expanded as we continue to identify and develop learning opportunities and partnerships that would be useful for our jurisdiction.

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5. Lead Indicators Mentoring Program delivered

Comcare partnered with the University of South Australia’s Centre for Workplace Excellence in 2019-20 to conduct the Lead Indicator Mentoring Program, aiming to help employers better predict and mitigate health and safety risks.

The program trialled the use of a lead indicator tool - the Psychosocial Safety Climate (PSC). Several APS agencies identified the desire to learn more about lead indicators and to use them within their workplaces to support workplace health and safety prevention and risk management. Employers were educated about psychosocial risks within workplaces, used the PSC tool to identify such risks, and developed action plans to address the psychological hazards identified. The program concluded in June 2020 and a final report has since been received.

6. Development of prevention focused communication

Comcare’s General Practitioner and Treating Health Practitioner Engagement Strategy has been in place since January 2019. Areas of focus include:

> Certification - promoting and support GPs to use the certificate of capacity.

> National certificate - leading the work with the state and territory jurisdictions to develop a national certificate of capacity.

> E-certificate - development of an electronic capability for the national certificate of capacity

> Targeted GP education and engagement - provision of information and resources to support GPs in their work, including management and functional assessment of patients with a work-related mental health condition.

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Annual performance statements

STRATEGIC PRIORITY: Leading workers’ compensation insurer

Purpose - Working with employees and employers to minimise the impact of harm in workplaces, supporting optimal recovery and return to work, and delivering a sustainable scheme

Performance criterion Target Result

2.1 Increased proportion of employees who have returned to work, measured by duration on incapacity benefits

> 4 weeks 70 per cent 36 per cent - Not achieved

> 13 weeks 76 per cent 59 per cent - Not achieved

> 26 weeks 84 per cent 73 per cent - Not achieved

> 52 weeks 86 per cent 86 per cent - Achieved

> 78 weeks 92 per cent 89 per cent - Not achieved

The accrued incapacity metric measures the proportion of all claims where the employee has had time off work (incapacity) and the accrued incapacity is less than a given threshold of weeks (4, 13, 26, 52 and 78 weeks).

When assessing incapacity claims against these thresholds, maturity/lag periods are applied. In the case of the 4-week measure (lowest threshold), claims in scope were first accepted between three and fifteen months before the end of the reporting period. In the case of the 78-week threshold (highest threshold), claims in scope were first accepted between 2.5 and 3.5 years before the end of the reporting period. Limitations include: > The incapacity claims being assessed are not recently accepted claims and are not necessarily reflective of the

year under review in this annual report. > Claims where no incapacity has been paid are not considered, and therefore this measure does not reflect the work and outcomes achieved across all claims.

> The measure tallies accrued incapacity but doesn’t show continuous incapacity weeks and/or changes in capacity over time which could show different outcomes. > The measure does not address variability of results between different employers.

Comcare has not met four out of the five targets set against this measure. The data shows that Comcare met its target for the 52-week threshold and was three percentage points away from the target for the 78-week threshold. The results for the 4, 13 and 26-week thresholds tells us that of those claims where incapacity is claimed more claims are reaching the incapacity week thresholds than expected.

It is important to note that, based on the relevant claim accepted date ranges being assessed, approximately 40 per cent of accepted claims (450 claims on average per threshold) did not have any incapacity and that these claims are not considered as part of this measure. Claims with limited or no potential to return to work potential (such as catastrophic injury claims and asbestos claims) have been excluded from the measure.

Despite the limitations of the measure, Comcare recognises return to work is a key challenge and component of recovery from workplace injury.

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Performance criterion Target

2.2 Sustained high levels of satisfaction and engagement with services offered Stakeholder satisfaction rating of 85 per cent or more

Result - 76 per cent

In 2019-20, 76 per cent (N=99) of employers reported satisfaction with the quality of service from Comcare staff. A number of significant changes were made to the Employer Survey over the last year such as: extending the distribution to ensure greater representation across the scheme; whilst changing the Survey methodology and instrument. Due to these changes, the results for 2019-20 should be considered a new baseline for Comcare going forward.

The 2019-20 National Return to Work (RTW) Survey with injured employees was delayed due to the pandemic. A decision was made on 27 March 2020 by the Commonwealth and Safe Work Australia to delay the biennial National RTW Survey by 6-12 months. The last Survey was conducted in 2017-18 with 72 per cent (N=301) of employees indicating satisfaction with the quality of claims management service from Comcare staff. Note: N is the number of people who answered the questions.

2.3 Claims administration cost as a ratio of all8 claims expenses is 17 per cent or lower for each injury year

Administration cost ratio is 17 per cent or lower

Result - Not achieved - 19.7 per cent

Note: A new methodology was developed in consultation with the fund actuary and applied for 2019-20.

2.4 The annual average Commonwealth premium rate is set to ensure the workers’ compensation scheme remains financially sustainable

Average Commonwealth premium rate = 1 per cent of payroll

Result - Achieved - 0.85 per cent

The target for the average Commonwealth premium rate was achieved, the average Commonwealth premium rate for 2019-20 remains at 0.85 per cent.

2.5 The scheme financial sustainability is ensured by reducing workers’ compensation liabilities Scheme liability is $1.71 billion or less (at 30 June 2020)

Result - Achieved - $1.708 billion

The premium funded scheme target was met. The premium funded liability was $1.708 billion.

2.6 The insured workers’ compensation scheme continues to be fully funded 100-125 per cent

Result - Achieved - 128 per cent

The scheme remains fully funded - the insured workers’ compensation scheme was funded at 128 per cent for 2019-20.

8 Includes pre-premium claims

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Annual performance statements

Performance criterion Target

2.7 Asbestos claims9

2.7.1 Timeliness of claims resolution (i.e. percentage of primary asbestos claims resolved within 180 calendar days)

80 per cent

Result - Not achieved - 57 per cent

2.7.2 Third party recovery rate (i.e. percentage of the value of asbestos claims settlements recovered from third parties)

10 per cent

Result - Achieved - 27 per cent

The result for timeliness of asbestos claims resolution within the 180-day timeframe is 57 per cent. In most cases, Comcare completed all actions necessary to settle these matters promptly, however due to the complexity of asbestos-related claims, delays can occur for the following reasons outside of Comcare’s control: > court processes and timetabling in jurisdictions other than the NSW Dust Diseases Tribunal (DDT). Only the

DDT provides for a mediation within 120 days, and/or > delays when claimants pass away and their estate needs to be substituted to manage the claim.

Analysis of performance against strategic priority: Leading workers’ compensation insurer

Performance results for claims management this year indicate that while the financial sustainability of the scheme has returned to a strong position, we must improve the way we are working with employees, employers and other stakeholders within the claims ecosystem to improve return to health and return to work outcomes as well as improving the claims experience. We have a program of work and initiatives underway now to improve those outcomes, including looking at ways to test and measure the claimant experience.

In relation to our Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005 program, our data tells us that while we are completing actions to resolve a claim quickly, processes outside of our control mean that claims are not being resolved within 180 days. Comcare continues to readily achieve the program objective of recovering settlements from third parties.

9 PBS only performance criteria

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STRATEGIC PRIORITY: Effective national regulator

Purpose - Increasing duty holders’ levels of compliance and commitment to best practice through regulatory oversight of work health and safety and workplace rehabilitation

Performance criterion Target

3.1 A refined proactive regulatory approach and increase targeted proactive activities over time Refine targeted proactive regulatory approach and establish a baseline of activity levels

Result - Achieved

The provider information and advice business process has been updated and embedded in the business to include greater clarity around the proactive and reactive activities.

3.2 Regulatory priorities identified to deliver targeted regulatory activities Deliver and evaluate at least one programme against identified regulatory priorities

Result - Not achieved

Regulatory priorities identified through the Regulatory Work Activity Planning Model (RWAPM) are:

> Psychosocial injury associated with organisational change > WHS management systems > Transport industry body stressing > WHS contractor management.

Phase one (consisting of proactive activities) was intended to be delivered during quarters three and four 2019-20. However, work was postponed due to risks and restrictions related to the pandemic.

3.3 Regulated entities report that our regulatory approach improves WHS outcomes 85 per cent or more evaluated entities report improved WHS outcomes as a result of Comcare’s regulatory

activities

Result - Achieved

Following a survey of recipients of Comcare’s regulatory services, 85 per cent of respondents indicated that Comcare’s regulatory services had improved WHS outcomes.

3.4 Regulatory activities delivered within statutory timeframes (where applicable) 100 per cent of WHS activities are delivered within statutory timeframes

Result - Achieved

100 per cent of Authorisations activities were delivered within statutory timeframes. 100 per cent of prosecutions commenced within statutory limitation periods.

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Annual performance statements

Analysis of performance against strategic priority: Effective national regulator

Comcare has met three of the four performance measures for 2019-20 against our purpose of being an effective national regulator.

We developed a prioritisation model to identify regulatory priorities for use in planning and delivering national and regional engagement activities using a risk based, structured and measurable approach. The priorities are:

> Psychosocial injury associated with organisational change

> WHS management systems

> Transport industry body stressing

> WHS contractor management

These priorities were to be addressed using a phased approach across 2019-20 and 2020-21. We did not achieve the performance measure (3.2) to deliver and evaluate at least one program against identified regulatory priorities due to restrictions as a result of the pandemic during 2020.

We conduct an annual evaluation of our regulatory services to assess if our approach has improved WHS outcomes in workplaces, and if stakeholders are satisfied and engaged with the services provided. The 2019-20 evaluation program focused on a range of regulatory services, including inspections and verification activities. This year, the program included a follow-up survey focussed on verification inspections to re-evaluate the compliance of the Person Conducting a Business or Undertaking (PCBUs) that were subject to a verification in 2018-19. This longitudinal study gauges if the recommendations made in the initial 2018-19 inspection report continue to have a positive impact on improving the PCBU’s compliance.

Eighty-five per cent of respondents reported that our regulatory approach improved their WHS outcomes, a decrease from 86 per cent last year. The performance measure for the evaluation program changed from two measures in the 2018-22 Corporate Plan to one measure in the 2019-23 Plan. The evaluation survey includes identical questions as previous years allowing for year to year comparison of performance.

CASE STUDY OUR PRACTICAL, RISK-LED REGULATORY APPROACH DURING THE PANDEMIC

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Like other businesses and organisations, Comcare’s operations have been impacted by the pandemic. We have focused on maintaining our core operations, and the health and wellbeing of our people and clients remains our highest priority.

While field work for our work health and safety (WHS) inspectors has been limited in line with the evolving public health orders in different states and territories, we have taken a centralised approach to incident notifications - requiring employers to notify Comcare of all work-related cases of COVID-19. This has allowed us to monitor patterns of notifications or any high-risk exposures to inform our regulatory response.

Comcare has taken a measured and proportionate approach to regulation during the pandemic, following a National Statement of Regulatory Intent adopted by state and territory WHS regulators. In addition, employers were advised they should notify Comcare of all COVID-19 confirmed cases that are work-related and arise from the business or undertaking of the employer. Notifications allowed Comcare to consider and address risks to work health and safety. Comcare assessed each notification and considered whether regulatory action was required on a case by case basis. To the end of June 2020, Comcare received 23 COVID-19 related incident notifications. These related to confirmed cases, tests resulting in negative results, and possible exposures. In addition, Comcare raised 49 work health and safety (WHS) concerns in response to COVID-19 related complaints or enquiries. Between March and 30 June 2020, Comcare commenced 60 COVID-19 monitoring compliance inspections.

An important element of Comcare’s pandemic related support has been providing our diverse jurisdiction with practical and timely information. Our Regulatory Operations Group and Strategic Partnerships and Engagement Group worked together to deliver comprehensive guidance to more than 200 public and private sector employers and 400,000 workers across the Comcare scheme.

This includes detailed guidance on WHS risks in workplaces and in home-based work, workers’ compensation and rehabilitation, mental health and wellbeing, and phased transition of workers back to usual workplaces when possible.

Throughout the pandemic, we also partnered with other APS agencies to provide advice to the jurisdiction. Comcare continues to work closely with Safe Work Australia, for example, to identify emerging WHS risks and any gaps in national policy. We also worked with the Australian Public Service Commission to develop a series of factsheets and other resources on workforce and mental health issues.

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Annual performance statements

WHS Act Schedule 2 Part 3 CEO report to Minister:

Table 8: Notifiable incidents notified to Comcare under section 38 of the WHS Act

Type of notifiable incidents 2015-16 2016-17 2017-18 2018-19 2019-20

Total notifiable incidents 1,407 1,353 1,377 1,358 1,344

Serious injury or illness 523 539 492 546 527

Dangerous incident 852 781 861 790 794

Death of a person* 32 33 24 22 23

Worker deaths 14 15 14 11 9

Other person deaths 18 19 10 12 17

1. Serious Injury or Illness and Dangerous Incident data extracted on 2 September 2020 2. Notifiable Worker Fatalities data extracted on 15 September 2020 3. Not all self-insured licensees within Comcare’s scheme are covered by the WHS Act

* An incident may result in harm (or death) to one or more people. Therefore, the total number of Worker and Other Person deaths may be equal to or greater than the total number of notifiable death incidents.

Table 9: Telecommunication Asbestos Safety Compliance Program activities commenced

2016-17 2017-18 2018-19 2019-20

Total Telecommunications Asbestos Safety Compliance program activities 720 1,682 2,008 2,058

Inspectorate compliance and enforcement activities

Table 10: Inspectorate activities commenced

2019-20

Total Inspectorate Compliance and Enforcement Activities 1,337

Provide information and advice activities 362

Monitoring compliance inspections and investigations 975

Historical Investigation and Inspection Totals

2015-16 2016-17 2017-18 2018-19

1,807 1,248 1,826 1,673

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Table 11: Notices issued under the WHS Act

2015-16 2016-17 2017-18 2018-19 2019-20

Improvement notices issued under section 191 18 8 24 20 7

Prohibition notices issued under section 195 8 9 17 14 1

Non-disturbance notices issued under section 198 2 14 27 14 6

Table 12: Other statutory reporting requirements under the WHS Act

2015-16 2016-17 2017-18 2018-19 2019-20

Seizures made under section 175 or 176 0 0 0 14 0

Remedial action taken under section 211 or 212 0 0 0 0 0

Applications for internal review under section 224 5 3 3 5 3

Applications for external review made under section 229 0 0 0 1 0

Written undertaking accepted by Comcare under section 216 0 0 0 0 0

*Infringement notices given under section 243 0 0 0 0 0

* The WHS Regulations do not currently prescribe any provision of the WHS Act that is enforceable by infringement notice.

Prosecutions

In 2019-20, Comcare commenced one criminal proceeding under the WHS Act. As at 30 June 2020, eight proceedings continued, and two proceedings have concluded during this period.

Commonwealth (Department of Defence) - commenced

On 14 August 2019, criminal proceedings were commenced in the Townsville Magistrates Court against the Commonwealth (Department of Defence) for offences against section 32 of the WHS Act. The proceedings relate to an incident on 16 August 2017 in which a worker sustained serious injuries during a maintenance exercise at the Royal Australian Air Force base at Townsville airport.

John Holland Group Pty Ltd, Omega Constructions Pty Ltd and Universal Reo Pty Ltd - continued

On 31 January 2019, criminal proceedings were commenced in the Magistrates Court of Western Australia against John Holland Group Pty Ltd, Omega Constructions Pty Ltd and Universal Reo Pty Ltd for offences against section 32 of the WHS Act. The proceedings relate to an incident on 1 February 2017 in which a worker sustained serious injuries after being struck by a telescopic handler.

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Annual performance statements

Lendlease Building Contractors Pty Ltd and Bromar Nominees Pty Ltd - continued

On 30 April 2019, criminal proceedings were commenced in the Magistrates Court of Western Australia against Lendlease Building Contractors Pty Ltd and Bromar Nominees Pty Ltd for offences against section 32 of the WHS Act. The proceedings relate to an incident on 1 May 2017 in which a worker sustained serious injuries after being struck by a pipe at a Department of Defence worksite.

Commonwealth (Department of Defence) - continued

On 8 May 2019, criminal proceedings were commenced in the Local Court of the Northern Territory against the Commonwealth (Department of Defence) for offences against section 32 of the WHS Act. The proceedings relate to an incident on 10 May 2017 in which a soldier was fatally shot during a live fire exercise at the Mount Bundey training area.

Commonwealth (Commonwealth Scientific and Industrial Research Organisation) - continued

On 5 June 2019, criminal proceedings were commenced in the Magistrates’ Court of Victoria against the Commonwealth (Commonwealth Scientific and Industrial Research Organisation) (CSIRO) for offences against section 32 of the WHS Act. The proceedings relate to an incident on 6 June 2017 in which an explosion occurred at the CSIRO’s Clayton site.

Lendlease Building Contractors Pty Ltd and Kuredale Pty Ltd (t/a Metro Lintels) - Lendlease continued and Kuredale concluded

On 5 June 2019, criminal proceedings were commenced in the Magistrates Court of Western Australia against Lendlease Building Contractors Pty Ltd and Kuredale Pty Ltd (t/a Metro Lintels) for offences against section 32 of the WHS Act. The proceedings relate to an incident on 7 June 2017 in which a worker sustained serious injuries after being struck by a steel truss at a Department of Defence worksite. On 22 October 2019, Kuredale Pty Ltd pleaded guilty and was convicted and fined $75,000.

Commonwealth (Department of Defence) - continued

On 27 June 2018, criminal proceedings were commenced in the Magistrates’ Court of Victoria against the Commonwealth (Department of Defence) for offences against section 32 of the WHS Act. The proceedings relate to an incident in which two workers suffered injuries during a training exercise at the Puckapunyal training area on 4 July 2016.

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Commonwealth (Department of Environment and Energy) and Helicopter Resources Pty Ltd - continued

On 20 December 2017, criminal proceedings were commenced in the Magistrates Court of the Australian Capital Territory against the Commonwealth (Department of Environment and Energy) and Helicopter Resources Pty Ltd for offences against section 32 of the WHS Act. The proceedings relate to an incident in which a helicopter pilot sustained fatal injuries after falling down a crevasse in Antarctica on 11 January 2016. The Commonwealth was found guilty on two charges and acquitted of a third. Helicopter Resources Pty Ltd was found not guilty on all charges. On 3 January 2020, an appeal was lodged in relation to the acquittal of Helicopter Resources Pty Ltd. On 11 March 2020, the Commonwealth lodged an appeal.

Cleanaway Operations Pty Ltd - continued

On 15 August 2016, criminal proceedings were commenced in the Magistrates Court of South Australia against Cleanaway Operations Pty Ltd for offences against section 32 of the WHS Act. The proceedings relate to a fatal collision involving a Cleanaway vehicle on Adelaide’s South-Eastern Freeway on 18 August 2014.

Commonwealth (Department of Defence) - concluded

On 17 September 2018, criminal proceedings were commenced in the New South Wales Local Court against the Commonwealth (Department of Defence) for offences against sections 32 and 38 of the WHS Act. The proceedings relate to an incident on 19 September 2016 in which an army cadet sustained serious injuries during a cadet camp activity. The Commonwealth pleaded guilty and, on 9 March 2020, was convicted and fined $300,000.

Linfox Australia Pty Ltd and Thales Australia Ltd - concluded

On 17 July 2017, criminal proceedings were commenced in the Magistrates Court of Queensland against Linfox Australia Pty Ltd and Thales Australia Ltd for offences against sections 32 and 33 of the WHS Act. The proceedings relate to an incident on 22 July 2015 in which an Army vehicle collided with a worker. Linfox Australia Pty Ltd pleaded guilty and was convicted and fined $200,000. Thales Australia Ltd pleaded not guilty and was convicted and fined $160,000. On 26 April 2019 Thales Australia Ltd lodged an appeal. On 18 October 2019, Thales’ appeal was allowed and its conviction and sentence were set aside.

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Annual performance statements

STRATEGIC PRIORITY: Excellence in scheme design and management

Purpose - Excellence in scheme design and management to achieve sustainable and better practice national schemes

Performance criterion Target

4.1 Sustainable schemes evidenced through outcomes achieved by scheme participants and providers (including financial and return to work outcomes)

> Return to work rates developed through the existing biennial Return to Work Survey indicating the rehabilitation outcomes achieved

Comcare Scheme return to work rate = 95 per cent

Result - Not available The National RTW Survey was postponed due to the pandemic

> Improve the financial sustainability of the scheme measured by notional premium rate Comcare scheme notional premium rate = 0.94 per cent

Result - Achieved - 0.86 per cent

For 2019-20 the notional premium rate target has been achieved and is 0.86 per cent. This result is comparable to last year (0.87 per cent in 2018-19) and is largely attributable to the continuing improvement in Comcare claims performance.

4.2 Schemes identify and adopt better practice as far as possible, measured by benchmarking against better practice

Better practice scheme management assessed through qualitative review

Improvement in better practice scheme management measured against relevant benchmarks

Result - Achieved

Improvements made to the legislative framework and better practice guidance for rehabilitation authorities and workplace rehabilitation providers.

Better practice was improved through:

> initiatives to advocate and implement change to deliver better practice and consistency across the schemes > holistic employer engagement across Comcare using targeted service offerings including improved accessibility and digitisation > improved scheme-wide analytics and reporting products.

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Performance criterion Target

4.3 Satisfaction with support provided to SRCC and Seacare Authority

> SRCC satisfaction of support provided by Comcare Qualitative evaluation using structured services and feedback from the Chair

Result - Achieved

> Seacare Authority satisfaction of support provided by Comcare Qualitative evaluation using structured services and feedback from the Chair

Result - Achieved

SRCC - Service level performance measures are set through the SRCC meeting protocols and statement of services provided by Comcare to the SRCC. Service levels for the support Comcare provides to the SRCC were achieved 91 per cent of the time.

Seacare Authority - Service level performance measures are set through the Seacare Authority meeting procedures and protocols and the application of better practice benchmarking. Service levels for the support Comcare provides to the Seacare Authority were achieved 94 per cent of the time.

4.4 Assurance over scheme operations under licence, approval or delegation achieved (evidence of compliance and required behaviours and practices)

CEO and SRCC satisfaction with assurance levels

Qualitative evaluation using structured services and feedback from the CEO and Chair

Result - Achieved

Comcare monitors licence compliance on behalf of the SRCC and escalates matters for regulatory action as required. Comcare continued to support the SRCC to review and refine its Licence Compliance and Performance Model. Briefing and reporting requirements met SRCC expectations and positive feedback was provided on scheme operations.

Comcare supported the SRCC to respond to the pandemic through:

> extensive engagement with licensee key staff to provide additional assurance that the SRCC was kept apprised of actions in critical performance areas > moving to a revised operational approach including increased use of desktop audits > implementing a revised regulatory approach focused on ensuring that:

- licensees implemented appropriate responses to minimise the risk and impact of the pandemic on their workers and operations - licensees had arrangements in place to ensure the continuity of claims processing and payments - the financial viability of licensees is managed in accordance with the SRCC’s Financial and

Prudential Model.

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Annual performance statements

Analysis of performance against strategic priority: Excellence in scheme design and management

Comcare has a range of functions and powers under the SRC Act that relate to the management of our scheme. These functions span the entire scheme including premium paying employers and self-insured licensees. Our objective in performing these functions is to be a national leader in the design, implementation and management of a workers’ compensation scheme and ensure our efforts improve work health and safety and rehabilitation outcomes.

In 2019-20, we delivered several key initiatives and engagements including publishing new Guidelines for Rehabilitation Authorities 2019. These guidelines allow rehabilitation authorities (employers) to tailor rehabilitation practices to achieve positive recovery and return to work outcomes for employees. The Guidelines are supported by new guidance material that supports employers to understand their obligations and achieve better outcomes for employees.

We also finalised the application and renewal process for workplace rehabilitation providers (WRPs). Employers in our scheme now have access to 70 experienced providers to support the return to work of an employee with a work-related injury or illness. We also launched a portal that supported an effective assessment process, allowing WRPs to apply digitally.

We developed scheme guidance on the following topics, which were subsequently published on our website:

> injury arising out of or in the course of employment

> injury in an interval or interlude during an overall period or episode of work

> injury ‘suffered as a result of’ reasonable administrative action

> travel and recess provisions

> firefighter provisions

> calculating normal weekly earnings

> adjusting normal weekly earnings

> incapacity payments when in receipt of superannuation

We held four Claims Manager Forums and three Licensee Liaison Forums in 2019-20. This included the first virtual Claims Managers Forum and Licensee Liaison Forum in May and June 2020 respectively.

CASE STUDYVIRTUAL CLAIMS MANAGER FORUM A SUCCESS

64 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Comcare provides assistance and guidance to our scheme participants on issues relating to the interpretation and application of the SRC Act in several ways.

Our inaugural virtual Claims Manager Forum held on 28 May 2020 is an example of Comcare delivering such guidance in an agile and adaptable way after the outbreak of the pandemic.

The forum, organised by our Scheme Policy and Design area, brought together claims managers from across our scheme.

The quarterly forums have been in place since 2011 and are intended to promote a consistent approach to applying the SRC Act among claims managers. They also provide an avenue for participants to discuss matters of common interest.

After the pandemic surfaced, we recognised the need to deliver relevant and timely information to the scheme regarding the pandemic and the impact it may have on new compensation claims. We then decided to run a virtual forum via a digital channel.

The forum covered SRC Act initial liability topics including:

> home-based working

> injury and disease provisions

> COVID-19 claims

> exclusionary provisions and

> evidentiary requirements

Questions raised by participants were collated and answers provided to all attendees.

The feedback received was overwhelmingly positive and in a post-event survey, 95 per cent of respondents said the forum would help them perform better in their roles.

The success of the forum has laid the groundwork for future innovations in how we deliver important material in an engaging way.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 65

Annual performance statements

The virtual Claims Manager Forum brought together claims managers from across the Comcare scheme via a virtual platform and focused on workers’ compensation considerations relating to the pandemic and working from home. Attendance at the forum more than doubled compared to previous face-to-face forums. Feedback from participants has been overwhelmingly positive, with 95 per cent of participants agreeing or strongly agreeing that the forum will help them perform better in their roles. Comcare will continue to utilise the virtual delivery of this forum into the future.

Feedback from participants in 2019-20 on the Licensee Liaison Forums indicated that this forum meets the needs of participants through providing relevant and engaging content and beneficial networking opportunities.

No new licensees commenced in 2019-20. We supported the SRCC in conducting elements of its five-year review plan for the SRCC’s regulatory model, including:

> reviewing the SRCC performance standards and measures

> reviewing the general conditions of self-insurance licences for efficacy and relevance

> review of SRCC policies on variation, suspension and revocation of licences

> refining the SRCC’s approach to complaints management and legislative breaches

> ongoing clarification of the application of licensee key performance indicators.

We continued to provide extensive advice and support to the Seacare Authority in 2019-20 to manage the Safety Net Fund and administer the Seacare scheme. Key outcomes included support provided to the Seacare Authority in relation to a Federal Court matter, the development and delivery of the Seacare Authority’s Mental Health Strategy and commencing a review of services provided by Comcare to the Seacare Authority.

CASE STUDY STREAMLINED ASSESSMENT PROCESS FOR WORKPLACE REHABILITATION PROVIDERS Workplace Rehabilitation Providers (WRPs) are organisations approved by Comcare under the SRC Act to deliver rehabilitation services to help injured workers in our scheme remain at or return to work.

The approved WRPs are used by Comcare, Department of Veterans Affairs and Seacare (the schemes) to support improved recovery and return to work outcomes.

Comcare recently delivered a streamlined application and assessment process for WRPs in an online, easy-to-use interface.

Working with an external service provider, we developed a WRP portal that supports an effective assessment process, allowing WRPs to submit their application and make payment online and for Comcare to assess the applications digitally.

Previously, the application process was highly manual and imposed an administrative burden on both Comcare and the applicants. Correspondence between Comcare and applicants was undertaken via email and it was difficult to manage communications with applicants and provide a quality service.

The new WRP portal contributed to a significant red tape reduction for WRPs and a better experience for applicants.

The new portal supported Comcare to approve 70 WRPs to deliver services. This ensures that the schemes have skilled and qualified WRPs to support employees to recover and return to work and for employers to engage these WRPs for effective and efficient services.

The WRP portal also continues to inform Comcare’s design thinking for upcoming digital solutions across the organisation.

66 COMCARE AND SRCC ANNUAL REPORTS 2019-20

COMCARE AND SRCC ANNUAL REPORTS 2019-20 67

Annual performance statements

STRATEGIC PRIORITY: Efficient and effective operations

Purpose - Working collaboratively and innovatively across the organisation providing trusted advice, assurance and robust frameworks, to effectively enable and support the delivery of our outcome

Performance criterion Target

5.1 Increased satisfaction with corporate services measured through responses to a quarterly survey 85 per cent satisfaction rates

Result - Achieved

The Corporate Group Satisfaction Survey was sent to 150 respondents from across Comcare each quarter. Results show that an average of 96 per cent of respondents were “Very satisfied/Satisfied” with the services they received.

5.2 Maintain or exceed employee levels of engagement, measured through ratings in the APSC employee census

Comcare employees rate their: a) job engagement at higher than 7.5 b) team engagement at higher than 7.2 c) supervisor engagement at higher than 7.9 d) agency engagement at higher than 6.4 e) collaboration between groups at higher than

45 per cent f) agency innovation at higher than 70 per cent

Result - Not available

The 2020 APS Employee Census was delayed to October 2020 as a result of the pandemic

68 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Performance criterion Target

5.3 Comcare employees have the knowledge and skills to meet operational needs, measured through the APSC employee census results

90 per cent of employees indicate that they have the skills and knowledge to undertake their job

Result - Not available

The 2020 APS Employee Census was delayed to October 2020 as a result of the pandemic

5.4 Maintain Comcare’s workers’ compensation premium by improving work health and safety, rehabilitation and recovery at work performance

Comcare’s workers’ compensation premium is 2.0 per cent or less [Note: premium rate set for 2020-21]

Result - Achieved

The premium for 2020-21 is 1.77 per cent

5.5 Improved management of Comcare’s litigation activities and legal risk Develop litigation strategy and monitoring framework

Result - Achieved

50 per cent of AAT applications received will be finalised within 12 months of lodgement

Result - Not achieved

AAT applications open longer than 24 months are no more than 15 per cent of the overall total number of AAT applications

Result - Not achieved

Comcare’s approach to litigation has matured over the past 12 months and there has been improved collaboration across the organisation in managing and monitoring claims litigation. The litigation strategy and monitoring framework has been embedded within the Claims Litigation Strategy 2020-2023 and a Claims Litigation Committee has been established to monitor implementation of the Strategy.

Performance against the Administrative Appeals Tribunal (AAT) measures, has not been achieved. Over the past 12 months the Legal Group has focused on key initiatives to improve litigation performance, including greater collaboration with legal service providers and quarterly engagements with the AAT. The implementation of new litigation governance frameworks coupled with the maturing of litigation data and assessment of trends, has had an unintended consequence on current performance measures. Therefore, the Legal Group has updated its litigation performance measure and targets for 2020-21 to provide a more holistic assessment of litigation performance.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 69

Annual performance statements

Analysis of performance against strategic priority: Efficient and effective operations

Despite only meeting two of the five performance measures for 2019-20 against our purpose of efficient and effective operations, Comcare has continued to work collaboratively and provide trusted advice in a challenging environment during 2020. This is evidenced by the Corporate Group Satisfaction Survey which was sent to 150 respondents across Comcare each quarter. Results show that an average of 96 per cent of respondents were “Very satisfied/Satisfied” with the services they received in 2019-20. There was an increased focus on Corporate operations across the period, particularly in response to the poor air quality as a result of bushfires impacting offices across the organisation, and more recently in response to the pandemic where the majority of employees moved to remote working arrangements.

Results for two of the performance measures were unable to be reported due to the 2020 APS Employee Census being delayed as a result of the pandemic. The Census is due to be released in October 2020 and results will not be known in these areas until the end of the calendar year. However, pulse surveys have been conducted as part of Comcare’s response to the pandemic. Results from the July survey indicated that 58 per cent of managers who responded, believed that collaboration and engagement had been positively impacted (35 per cent had no impact, while six per cent had a negative impact) through the pandemic response due to the technology improvements and flexible working arrangements.

Improvements were also made in work health and safety, rehabilitation and recovery at work performance as demonstrated by a reduction in our workers’ compensation premium, from 2.1 per cent in 2018-19 to 1.77 per cent in 2019-20.

Over the past 12 months, Comcare has focused on improving management of Administrative Appeals Tribunal (AAT) matters. This has involved resolving older matters and progressing new matters promptly. However, the maturing of data and interconnectedness of the targets adversely impacted on the performance measure for improved management of our litigation activities.

While the performance measures were not fully achieved, progress has been made in maturing litigation performance and governance over the past 12 months. This includes:

> The litigation strategy and monitoring framework being embedded within the Claims Litigation Strategy 2020-2023 and a Claims Litigation Committee being established to monitor implementation of the Strategy.

> A focus on key initiatives to improve litigation performance, including greater collaboration with legal service providers and quarterly engagements with the AAT.

> A review and amendment of the Litigation performance measure and targets for 2020-21 to provide a more holistic assessment of litigation performance.

70 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Notwithstanding the delays in being able to report against several performance measures in 2019-20 as a result of the pandemic, Comcare continues to enable and support the delivery of effective and efficient operations. Both the 2019-2023 ICT Strategy and 2019-2022 People Strategy enter their second year, maturing the approach to both capability and capacity of systems and employees. This includes the investments made in digital capability, cyber security, leadership and wellbeing. This is further supported by the progress of the Portfolio Maturation Project, which is ensuring the organisation’s capacity and capability for change is considered, investments in programs and projects are balanced to maximise benefits, and efforts are aligned with Comcare’s strategic purpose and priorities.

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Annual performance statements

72 COMCARE AND SRCC ANNUAL REPORTS 2019-20

COMCARE AND SRCC ANNUAL REPORTS 2019-20 73

CHAPTER THREE:

MANAGEMENT AND

ACCOUNTABILITY

3.1 Our governance 74

3.2 External scrutiny 83

3.3 Our people 85

3.4 Our work health and safety management and performance 89

3.5 Financial review 93

74 COMCARE AND SRCC ANNUAL REPORTS 2019-20

3.1 OUR GOVERNANCE

Comcare aims for excellence in its governance to promote public trust and confidence. Good governance for Comcare focuses on two key requirements:

> performance - governance procedures and practices are designed to shape our results

> accountability - governance procedures and practices are designed to demonstrate results to Comcare’s Executive, the government and stakeholders and to conform with applicable legislative and policy requirements in addition to the public expectations of transparency and integrity.

An established committee structure oversees the strategies and plans to improve our service delivery and capability. The key principles are:

> committed to continuous improvement, driving transformation throughout the organisation

> being performance orientated - planning for high performance through ambitious targets

> being transparent, innovative and collaborative in promoting and enabling safe and healthy work, both now and into the future.

Comcare hosts a number of external consultation forums and participates in a range of external meetings to provide expert advice or gain insight and perspective.

Strategic planning

Comcare’s efforts have been driven by our outcome - support participation and productivity through healthy and safe workplaces that minimise the impact of harm.

To deliver on our outcome in 2019-20, the Comcare 2019-2023 Corporate Plan (Corporate Plan) focused our efforts around five strategic priorities and purposes:

> driving innovation and better practice

> leading workers’ compensation insurer

> effective national regulator

> excellence in scheme design and management

> efficient and effective operations.

Our performance measures against each strategic priority cascade from the Corporate Plan through our operational, business groups, team and individual performance plans.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 75

Management and accountability

The Corporate Plan is the primary planning document that commenced our annual performance cycle for 2019-20. Planning culminates in the annual publication of:

> Comcare’s Corporate Plan for the next four years, inclusive of the non-financial performance measures

> Portfolio Budget Statements (PBS), which set out resourcing arrangements and performance measures over the same four-year period.

Performance against the targets set out in the Corporate Plan and PBS are monitored quarterly by the Executive Committee and the Audit and Risk Committee.

Executive Committee and senior management committees

Under the PGPA Act, Comcare is a corporate Commonwealth entity with a Chief Executive Officer (CEO) as the accountable authority. The CEO is assisted in the corporate governance functions by Comcare’s Executive Committee, comprising the CEO and general managers.

The Executive Committee is directly responsible and accountable to the CEO in relation to:

> statutory obligations - recommending to the CEO or delegating the exercise of their legislative delegations for the administration of Comcare

> corporate administration - making decisions on policy or actions to be taken with regard to Comcare’s:

- people and culture

- assets and property

- information systems and records management

- compliance issues - including legislative and government policy obligations

- marketing and communications

- finance

- external scrutiny

- risk and fraud control

- corporate governance, including reports from subsidiary committees

- external relationships, including the Minister, portfolio department, Australian Public Service Commission, and Department of Finance.

76 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Other committees directly responsible to the CEO, reporting through the Executive Committee, are:

> People Committee

> Portfolio Management Board

> Investment Committee

> Enforcement Committee

> National Health and Safety Committee

> Security Committee

> Privacy Committee

Fraud

Comcare is fully committed to complying with the Commonwealth Fraud Control Framework 2017 (Fraud Control Framework) (in particular section 10 of the Public Governance, Performance and Accountability Rule 2014) to minimise fraud.

During 2019-20 Comcare:

> revised the enterprise fraud risk assessment and developed a new fraud control policy and plan

> strengthened fraud governance arrangements through establishing Executive Committee oversight of fraud risks assessments and Enforcement Committee oversight of fraud investigations

> implemented a revised operating model for managing fraud investigations

> participated in the Commonwealth Fraud Prevention Centre counter-fraud capability baseline assessment to identify future improvement opportunities.

Comcare undertakes investigations of criminal fraud and corruption against Comcare. All criminal fraud investigations are conducted in compliance with the Commonwealth Fraud Control Framework and the Australian Government Investigations Standards 2011.

One matter referred to the Commonwealth Director of Public Prosecution (CDPP) for prosecution in the previous reporting period was finalised, with the offender receiving a 6-month sentence for the first charge and a 3-month sentence for the second charge, released immediately on an 18-month good behaviour bond. A reparation order for $21,989.57 was also handed down.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 77

Management and accountability

Internal audit

The internal audit program is a key element of the Comcare corporate governance framework. The program provides assurance to the Audit and Risk Committee (ARC), the CEO and senior management. It adds value to what Comcare does by highlighting opportunities for improvement in statutory compliance, internal control, and efficiency and effectiveness of business processes.

Internal audit topics are identified through consultation with senior management and the ARC. In deciding the final program of internal audit work for the year, the ARC considers the strategic and operational risk profile of Comcare and relevant audit reports published by the ANAO.

Nine internal audits were presented to the ARC in 2019-20. The audits included performance and compliance reviews, focused on the management of our programs, implementation of legislative and Government policy requirements and management of key risks.

Internal audit recommendations are tracked and reported to the ARC to ensure identified risks are addressed. During 2019-20 there were 44 recommendations made through internal audit reports (compared with 55 in the previous year). At the end of 2019-20 there were 22 recommendations open - 5 are rated as high risks and 17 are rated as medium risks.

Risk management

Comcare has embedded systematic risk management as part of its governance and planning processes and organisational culture. Comcare’s particular focus is on:

> establishing a high-quality agency-wide risk management framework

> providing comprehensive training and development on risk

> evaluating and improving risk performance

> strengthening engagement with stakeholders on risk issues.

78 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Comcare’s Executive Committee is responsible for monitoring and maintaining our Strategic Risk Register. In 2019-20 the Executive Committee revised Comcare’s strategic risks based upon focus areas aligned to our strategic priorities where risk may arise in our operating environment. Comcare has identified treatments, including strategies to mitigate risks for each focus area which are linked to deliverables in Comcare’s future corporate plan:

Focus area Description Risk mitigation strategies

Capability The resources required to achieve our purpose and priorities. Comcare is implementing a range of strategies to ensure we are insight driven, adaptive and sustainable and

enhance our service delivery. Our portfolio management approach will guide the implementation of new capabilities.

Culture The application of our values and the behaviours of our employees. Comcare has established a new set of values that our Executive will support the implementation of.

Our People strategy will support the executive in driving change in the organisation. Our new service charter will set clear standards to our employees.

Governance The approaches we use for making decisions, assigning accountability, setting standards and monitoring outcomes.

Comcare is reviewing its governance arrangements to ensure our decision making is guided by principles, based upon the best available information and provides sufficient opportunity for input and understanding to our stakeholders. Our performance monitoring is being strengthened through the implementation of revised performance measures.

Comcare is also actively monitoring emerging issues in our operating environment to ensure risks are identified and managed.

Stakeholders The parties we engage with, work with and deliver services to. Comcare has a new Stakeholder Strategy to enhance our engagement and collaboration with key stakeholders.

This is underpinned by targeted strategies for key stakeholders and ongoing efforts to build partnerships with industry and professional bodies. Comcare will continue to use its marketing capability, forums and events to engage with stakeholders and improve our understanding of the scheme and the jurisdiction.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 79

Management and accountability

Audit and Risk Committee

The CEO has established the Comcare and Seacare Authority Audit and Risk Committee (ARC) in accordance with section 45 of the PGPA Act. The objective of the committee is to provide independent assurance and assistance to Comcare’s CEO on risk, the control and compliance framework, and external accountability responsibilities in line with the functions set out in the Committees charter: https://www.

comcare.gov.au/about/forms-publications/documents/publications/corporate-publications/audit-and-risk-committee-charter.pdf.

For 2019-20, the ARC consisted of four independent members, including the Chairperson appointed by the CEO. Comcare’s senior executive, the Chief Financial Officer, internal audit officers and the Australian National Audit Office (ANAO) regularly attend as observers.

Lisa Woolmer (ARC Member and Chairperson)

Ms Lisa Woolmer has a background in audit and accounting, including 22 years of professional services experience advising on governance, risk and assurance frameworks.

In her professional services career, Ms Woolmer worked extensively with federal, state and local government agencies, and across areas such as health, education, emergency services, water, gas and financial services. In addition to the ACT and Victoria, Ms Woolmer has worked in Tokyo and New York.

Ms Woolmer chairs the Audit and Risk Committee for the Adult Community and Further Education Board and is a member of the Orygen and City of Whitehorse Audit Committees. She also chairs the Audit and Risk Committee for the Cities of Glen Eira, Bayside and the Mornington Peninsula Shire in Victoria and is a member of the Audit Committee at the Australian Securities and Investment Commission.

Kate Hughes (ARC Member)

Ms Kate Hughes is a risk management, compliance, internal audit and governance professional who also holds non-executive roles with the Department of Justice and Community Safety, the Department of Transport and the Australian Prudential Regulation Authority.

Ms Hughes’ most recent executive role was as Chief Audit and Risk Officer at RMIT University, with responsibility for the University’s internal audit, risk management, compliance and regulatory affairs functions. Prior to this Ms Hughes was the Chief Risk Officer at Telstra, with global responsibility for the enterprise wide risk management, resilience, investigations, privacy, compliance and health and safety functions.

Ms Hughes has led international teams for 15 years and she has broad risk management, compliance, safety and governance experience in many sectors, including financial services, agribusiness, retail, manufacturing, public administration and telecommunications. Ms Hughes has also provided risk management and compliance consulting services on trade practices, employment and environmental issues.

80 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Kevin Noonan (ARC Member)

Mr Kevin Noonan is an Emeritus Chief Analyst at Omdia, the global technology research company, with more than 400 analysts covering 150 markets in the technology, media, and telecommunications industries.

Mr Noonan has more than 40 years’ experience in technology-based governance, strategy and direction. This includes 28 years in the government sector as a Chief Information Officer, senior executive and manager, and a further 12 years as an international senior industry analyst.

Prior to joining the Comcare and Seacare ARC in 2019, Mr Noonan held the dual positions of Chief Analyst and Practice Leader for Ovum’s worldwide government practice. In this role he worked with government and industry executives in various locations around the world.

Mr Noonan also worked as a Head of Consulting at Intermedium, where he specialised in government sector industry development, and provided advice to executives from more than half the top 100 IT companies.

Peter Hughes (ARC Member from November 2019)

Mr Peter Hughes has over 35 years’ experience as a consulting actuary. Mr Hughes retired in 2016 as a Mercer Partner when he was the Leader of the Insurance Investment Consulting practice for the Pacific region. He continues as an independent actuary and insurance investment consultant as well as holding a number of Audit, Risk, Finance and Investment governance roles.

Mr Hughes provided specialist strategic investment consulting and asset/liability risk management advice to insurance companies to help them meet their business goals. Mr Hughes’ clients during his career with Mercer included general insurers, life offices, worker’s compensation, compulsory third party, professional indemnity, lender’s mortgage and health insurance funds.

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Management and accountability

Table 13: Comcare’s Audit and Risk Committee

Member name Qualifications, knowledge, skills or experience (include formal and informal as relevant)

Number of meetings attended / total number of meetings

Total annual remuneration

Lisa Woolmer (Chairperson) Qualifications: > Bachelor of Economics and a Diploma in Japanese

Business Communication from Monash University > Graduate Diploma in Employment Relations from the University of Canberra > Graduate of the Australian Institute of Company

Directors and Chartered Accountant.

Knowledge, skills and experience:

> Accounting and Financial Management > Audit, Assurance and Risk Management > Governance and Public Administration > Experienced Audit and Risk Committee member

5/5 $17,280

Kate Hughes (Deputy Chairperson)

Qualifications: > Bachelor of Commerce from Western Sydney University > Graduate Diploma in Applied Finance from FINSIA > Graduate Diploma in OH&S from RMIT > Graduate of the Australian Institute of Company

Directors.

Knowledge, skills and experience:

> Accounting and Finance > Audit, Assurance and Risk Management > Security and Compliance > Governance and Public Administration > Strategic Advice and Business Development.

5/5 $14,400

Kevin Noonan Qualifications: > Australian Government computing programmer accreditation in 1975 > Member of Australian Computer Society and

Australian Information Industry Association

Knowledge, skills and experience:

> Security and Compliance > Governance and Public Administration > Strategic Advice and Business Development > Information Technology.

5/5 $14,400

82 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Member name Qualifications, knowledge, skills or experience (include formal and informal as relevant)

Number of meetings attended / total number of meetings

Total annual remuneration

Peter Hughes Qualifications: > Fellow of the Institute of Actuaries of Australia > Graduate of the Australian Institute of Company Directors.

Knowledge, skills and experience:

> Accounting and Finance > Audit, Assurance and Risk Management > Industry-specific Knowledge - Insurance > Strategic Advice and Business Development > Actuarial and Investment.

3/510 $9,600

10 Attended 3/3 meetings since commencing in November 2019

COMCARE AND SRCC ANNUAL REPORTS 2019-20 83

Management and accountability

3.2 EXTERNAL SCRUTINY

Ministerial directions

Comcare received no Ministerial Directions in 2019-20.

Government general policy orders

Comcare complied with the General Policy Order Public Governance, Performance and Accountability (Charging for Regulatory Activities) issued by the Minister for Finance on 24 August 2017.

Significant non-compliance with finance law

In 2019-20, there were no reports of any significant non-compliance with finance law reported to the Minister by Comcare under paragraph 19(1)(e) of the PGPA Act.

External audit

No external audits were conducted during 2019-20.

Freedom of information

Comcare is required to publish information to the public as part of the Freedom of Information Act 1982 (FOI Act) Information Publication Scheme (IPS).

In accordance with rule 17AH of the PGPA Rule 2014:Comcare’s Agency Plan and other categories of information specified by the IPS are available at: https://www.comcare.gov.au/about/governance/comcare-information-publication-scheme

Office of the Australian Information Commissioner (OAIC)

Freedom of Information requests for review

During 2019-20, the Office of the Australian Information Commissioner (OAIC) notified Comcare that it had received 20 requests for Information Commissioner reviews of FOI decisions made by Comcare.

In the period, the five Information Commissioner reviews were finalised:

> Three reviews were finalised under section 54W(a) of the FOI Act as the Information Commissioner declined to review the matters

> Two reviews were withdrawn by the applicant.

The remaining Information Commissioner reviews notified to Comcare in the period remained ongoing as at 30 June 2020.

84 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Privacy complaints

During 2019-20, OAIC notified Comcare that it had received six privacy complaints about Comcare’s actions.

In the period, two complaints were resolved as the OAIC was satisfied that Comcare had not interfered with the complainants’ privacy.

The remaining OAIC privacy complaints notified to Comcare in the period remained ongoing as at 30 June 2020.

Commonwealth Ombudsman

During 2019-20, Comcare received two formal investigation enquiries from the Commonwealth Ombudsman.

Two investigations were finalised with the Commonwealth Ombudsman deciding that no further review of the matters was warranted.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 85

Management and accountability

3.3 OUR PEOPLE

It is through our people that Comcare will achieve its core purpose of promoting and enabling safe and healthy work, as well as delivery of our key priorities.

To succeed we must anticipate and adapt to the changing workplace environments in our jurisdiction, and the environment within which we operate. Comcare’s People Strategy 2019-2022 provides an overarching agenda to achieve an agile, flexible and capable workforce, focusing on:

> Capability and talent, with an emphasis on investing in our employees’ capabilities, providing opportunities to develop knowledge and experience, and managing our workforce to ensure we have the agility and capacity to deliver on priorities now and into the future.

> Culture and engagement, which is based on our cultural priorities that articulate our approach to work and the behaviours expected of all employees. It also focuses on how we will continue to build an inclusive, open culture that encourages a collaborative, innovative and risk-based approach to work, particularly through times of change.

As at 30 June 2020, we employed 556 ongoing employees and 78 non-ongoing employees based in various locations in Australia. Further details are provided in the tables below.

Table 14: All ongoing employees current report period (2019-20)

Male Female Total

Full-time Part-time Total Male Full-time Part-time

Total Female

NSW 14 0 14 10 1 11 25

Qld 7 0 7 8 4 12 19

SA 3 0 3 4 4 8 11

Tas 3 0 3 4 0 4 7

Vic 48 3 51 56 16 102 153

WA 8 0 8 3 0 3 11

ACT 110 9 119 177 59 236 355

NT 2 0 2 2 1 3 5

External Territories

0 0 0 0 0 0 0

Overseas 0 0 0 0 0 0 0

Total 195 12 207 264 85 379 556

Note: Nil employees identified their gender as indeterminate

86 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Table 15: All non-ongoing employees current report period (2019-20)

Male Female Total

Full-time Part-time Total Male Full-time Part-time

Total Female

NSW 3 3 6 0 0 0 6

Qld 2 0 2 1 0 1 3

SA 1 0 1 0 0 0 1

Tas 0 0 0 0 0 0 0

Vic 6 1 7 7 1 88 15

WA 0 0 0 0 0 0 0

ACT 17 0 17 32 4 36 53

NT 0 0 0 0 0 0 0

External Territories

0 0 0 0 0 0 0

Overseas 0 0 0 0 0 0 0

Total 29 4 33 40 5 45 78

Note: Nil employees identified their gender as indeterminate

Table 16: All ongoing employees previous report period (2018-19)

Male Female Total

Full-time Part-time Total Male Full-time Part-time

Total Female

NSW 14 0 14 4 4 8 22

Qld 9 0 9 5 3 8 17

SA 3 0 3 6 3 9 12

Tas 0 0 0 0 0 0 0

Vic 52 4 56 58 19 77 133

WA 10 0 10 4 0 4 14

ACT 108 12 120 184 66 250 370

NT 0 0 0 0 0 0 0

External Territories

0 0 0 0 0 0 0

Overseas 0 0 0 0 0 0 0

Total 196 16 212 261 95 356 568

Note: Nil employees identified their gender as indeterminate

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Management and accountability

Table 17: All non-ongoing employees previous report period (2018-19)

Male Female Total

Full-time Part-time Total Male Full-time Part-time

Total Female

NSW 1 0 1 0 0 0 1

Qld 1 0 1 1 0 1 2

SA 1 0 1 0 0 0 1

Tas 0 0 0 0 0 0 0

Vic 2 0 2 7 0 7 9

WA 0 0 0 0 0 0 0

ACT 11 3 14 23 2 25 39

NT 0 0 0 0 0 0 0

External Territories

0 0 0 0 0 0 0

Overseas 0 0 0 0 0 0 0

Total 16 3 19 31 2 33 52

Note: Nil employees identified their gender as indeterminate

88 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Executive remuneration

Information about remuneration for key management personnel, senior executives and other high paid staff is provided in the table below:

Table 18: Information about remuneration for key management personnel

Short-term benefits Post-employment benefits Other long-term

benefits Termination benefits

Total

remuneration

Name

Position title

Base salary Bonuses

Other

benefits and allowances Superannuation contributions

Long service leave

Other long-term benefits

Susan Weston Chief Executive

Officer

406,946 0 389 71,516 8,144 0 0 486,995

Vanessa Graham General Manager

206,498 0 22,716 52,231 4,360 0 0 285,804

Michael Duke General Manager

176,120 0 22,045 25,835 4,945 0 0 228,945

Aaron Hughes General Manager

226,949 0 25,112 41,283 9,325 0 0 302,670

Justin Napier

General Manager 223,767 0 25,112 33,847 5,625 0 0 288,351

Matthew Swainson General Manager

192,278 0 25,112 28,997 6,130 0 0 252,517

Natalie Bekis General Manager

217,373 0 25,112 32,704 4,787 0 0 279,975

Notes:

1. The amounts above reconcile to Note 4.2: Key management personnel remuneration in the financial statements 2. During the reporting period there were no other senior executive not already included as key management personnel in the table above 3. During the reporting period there were no other highly paid staff not already included in the table above.

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3.4 OUR WORK HEALTH AND SAFETY MANAGEMENT AND PERFORMANCE

Health and safety initiatives

Throughout the year, Comcare undertook various initiatives to ensure it provides a healthy and safe workplace including:

> a six-week, 10,000 steps challenge during National Safe Work Month, to promote the importance of being physically active. During this period, 126 employees achieved a combined total of 21,371,151 steps

> providing employees access to an annual influenza vaccination. For the 2019-20 period, 273 employees received the vaccination

> hosting a guest speaker for World Mental Health Day, to talk about their personal experience in overcoming mental health challenges and contribute to empowering others to overcome challenges in their own lives

> facilitating the delivery of training for employees in mental health first aid reaccreditation for those with expired qualifications

> delivery of ergonomic workstation assessments by suitably qualified persons

> continuation of the sit-stand program utilising the Wellnomics work pacing software.

Mental health first aid training

To ensure support is provided to our employees, Comcare continued to provide mental health first aid training and commenced the delivery of reaccreditation training across the organisation. These team members make up Comcare’s Mental Health Contact Officer network. The continued commitment and promotion of this contact network is believed to have enhanced employee awareness.

Demonstrating our commitment to the mental health and wellbeing, Comcare has maintained our gold accreditation status in the Mental Health First Aid Australia Skilled Workplaces Initiative for the third consecutive year. Comcare is proud to be the first Australian Government agency to be awarded this accreditation.

Work Health and Safety

During 2019-20, Comcare continued to review work health and safety management with four work health and safety management system documents reviewed.

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WHS training and awareness

During 2019-20, Comcare has released a range of resources and continued to deliver services to support employees maintain their health and wellbeing. For example:

> Comcare’s WHS Team Talk program was progressed, empowering managers to select an appropriate WHS team talk relevant to their team’s WHS risk profile and to facilitate a team discussion. Overall, Comcare achieved an average implementation rate of 64 per cent.

> Tools and resources were developed and released to support employees and their families during the pandemic. These included home based work checklists, mental health and psychological wellbeing team talks and fact sheets.

> New WHS risk management guidance was developed and released to assist employees to appropriately consider risk during the course of their work.

> Workgroup inspections were conducted during 2019-20 by the Health and Safety Representatives to ensure the safety of our workplace. In the first half of the period, 81 per cent of inspections were completed, however inspection rates diminished as employees moved to home-based work in response to the pandemic.

Employee Assistance Program

The Employee Assistance Program (EAP), provided by Assure Programs, provides telephone and face-to-face access to confidential individual counselling that supports the psychological wellbeing of employees and their families. In addition to individual counselling, a Manager’s Hotline, online information, onsite trauma and critical incident counselling, conflict resolution and mediation support services are available. In 2019-20, the EAP usage rate was 15.21 per cent of the total Comcare workforce, compared to the contract rate of 15 per cent. Comcare employees accounted for 76 per cent of EAP users, with 24 per cent non-Comcare employees (family members). The primary reasons for accessing EAP were categorised as personal concerns (65 per cent) and workplace concerns (35 per cent). These figures indicate that of those employees accessing the EAP, personal issues continue to be the significant factor for those that access it.

Early intervention

Comcare continues to focus on reducing injury claims through active injury prevention strategies and provision of early intervention. The early intervention program provides timely and tailored support to employees and includes provision of short-term treatment (physical or psychological), access to EAP support, workplace rehabilitation providers, workplace assessments and fitness for duty medical assessments.

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As part of the early intervention program, Comcare provides workstation assessments for all new employees on commencement and existing employees reporting pain or discomfort as a prevention strategy. In 2019-20, 68 assessments were undertaken for new employees and 37 were completed for existing employees.

Notifiable incidents

During the reporting period there were no notifiable incidents reported to the regulator. One Provisional Improvement Notice was issued relating to the maintenance of the Work Health and Safety Management System. Four non-compliance areas were identified arising from the investigation. Work is continuing to address the findings.

Workers’ compensation claims

In total there were three workers’ compensation claims for Comcare employees accepted in 2019-20. This is a decrease from the five accepted claims in 2018-19 (Table 19). The average weeks lost time decreased from 20.52 weeks in 2018-19 to 0.17 weeks in 2019-20.

Table 19: Mechanism of injury for Comcare accepted claims from 2016-17 to 2019-20

Mechanism of injury 2016-17 2017-18 2018-19 2019-20

Falls, trips and slips 1 0 1 0

Hitting objects with body 0 1 0 0

Being hit by moving objects 0 0 0 0

Sound and pressure 0 0 0 0

Body stressing 0 1 1 1

Heat, electrical and other environmental factors 0 0 0 0

Chemicals and other substances 0 0 0 0

Biological factors 0 0 0 0

Mental stress 0 1 2 1

Other and unspecified 1 0 1 1

Total 2 3 5 3

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Table 20: Continuance rates - incapacity durations

Time period

2017-18 Number of employees (percentage)

2018-19 Number of employees (percentage)

2019-20 Number of employees (percentage)

No Incapacity 1 (33 per cent) 1 (20 per cent) 2 (67 per cent)

Less than 4 weeks 0 (0 percent) 2 (40 per cent) 1 (33 per cent)

4 weeks 1 (33 per cent) 0 (0 percent) 0 (0 percent)

13 weeks 1 (33 per cent) 1 (20 per cent) 0 (0 percent)

26 weeks 0 (0 percent) 0 (0 percent) 0 (0 percent)

52 weeks 0 (0 percent) 1 (20 per cent) 0 (0 percent)

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3.5 FINANCIAL REVIEW

Key financial results

In 2019-20 Comcare’s financial results continue to demonstrate that Comcare remains on a strong financial base.

Comcare met its performance targets relating to premium scheme financial sustainability and funding. At year end Comcare’s funding ratio of 128 per cent exceeded its target and net premium liabilities matched its target of $1.71 billion.

Comcare also delivered its cost recovered activities, including work health and safety regulation, scheme management services and support of the SRCC, with no significant increase in overall licence fees and regulatory contributions.

Table 21: Comcare financial operating result

2019-20 2018-19 2017-18 2016-17 2015-16

$m $m $m $m $m

Workers’ compensation premiums 163.3 242.3 285.2 382.5 414.7

Other cost-recovery revenue 36.4 35.5 36.0 35.9 36

Interest and other revenue 24.0 36.1 32.4 33.4 29.5

Revenue from government 61.2 60.3 56.8 61.0 66.2

Claim payments (216.9) (234.3) (255.2) (264.7) (281.8)

Administration costs (business-as-usual)

(101.1) (98.5) (96.8) (98.6) (99.7)

Administration expenses (projects) (4.2) (4.2) (5.8) (9.3) (7.5)

Administration costs (finance costs)

(3.2) (2.2) 0.0 0.0 0.0

Surplus of revenue over expenses (40.5) 35.0 52.6 140.2 157.4

Movement in claims provisions and appropriations receivable

Movement in provisions for outstanding claims liabilities

124.3 81.7 301.9 454.4 75.3

Available funding from movement in claims provisions1 (92.9) (117.1) (346.8) (127.2) 20.4

Surplus/(deficit) on continuing operations (9.1) (0.4) 7.7 467.4 253.0

Net equity 17.2 23.0 22.9 15.3 (452.1)

Cash and cash equivalents 986.6 1,005.1 1,028.2 979.8 820.3

1 Available funding reduced due to favourable movements in premium and common law asbestos-related claims provision in 2016-17, 2017-18, 2018-19 and 2019-20.

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Premium scheme

In 2019-20 Comcare continued efforts to be the leading workers’ compensation insurer by working with employees and employers to minimise the impact of harm in workplaces, supporting optimal recovery and return to work, and delivering a viable service.

The financial sustainability of the Comcare’s premium scheme remained strong in 2019-20.

Following the recovery of the Comcare premium scheme, when the scheme returned to a fully funded position in 2016-17, the scheme has now been fully funded for the past three years.

In 2019-20 Comcare’s funding ratio was 128 per cent, a small decrease from last year’s result of 131 per cent, which represents a move closer to our target range of 100-125 per cent.

The positive funding ratio represents a surplus of premium funds of $471.9m ($521.5m in 2018-19) available to settle claims liabilities.

Table 22: Comcare historical funding ratio

2019-20 2018-19 2017-18 2016-17 2015-16

Funding ratio 128% 131% 116% 102% 84%

The movement from last year was due to a small decrease in premium scheme assets of $6.7m and an increase in net premium scheme liabilities.

Net premium scheme liabilities increased by $42.8 million, mainly due to a temporary adjustment to the actuarial central estimate and an increase in the risk margin applied on the valuation by Comcare’s independent actuaries due to uncertainty created by the pandemic.

Comcare’s net premium scheme liabilities at 30 June 2020 were $1.7 billion, which exactly corresponded with Comcare’s target.

Comcare’s net premium scheme liabilities have now reduced by $1.1 billion over the past four years.

Table 23: Comcare historical net premium liabilities

2019-20 2018-19 2017-18 2016-17 2015-16

$m $m $m $m $m

Net premium liabilities 1,708 1,665 2,192 2,421 2,758

Due to the strong financial results in recent years, Comcare has significantly reduced premiums.

The average 2020-21 premium rate is 0.85 per cent of wages, which is less than the Comcare target of 1.0 per cent. Over the past four years, Comcare’s annual premiums have reduced by $251.4 million, from $414.7 million to $163.3 million.

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CHAPTER FOUR:

FINANCIAL STATEMENTS

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GPO Box 707 CANBERRA ACT 2601 38 Sydney Avenue FORREST ACT 2603 Phone (02) 6203 7300 Fax (02) 6203 7777

OFFICIAL

OFFICIAL

INDEPENDENT AUDITOR’S REPORT

To the Minister for Industrial Relations

Opinion

In my opinion, the financial statements of Comcare (the Entity) for the year ended 30 June 2020:  

(a) comply with Australian Accounting Standards and the Public Governance, Performance and Accountability  (Financial Reporting) Rule 2015; and 

(b) present fairly the financial position of the Entity as at 30 June 2020 and its financial performance and cash  flows for the year then ended. 

The financial statements of the Entity, which I have audited, comprise the following as at 30 June 2020 and for  the year then ended:  

 Statement by the Accountable Authority and Chief Financial Officer;    Statement of Comprehensive Income;    Statement of Financial Position;    Statement of Changes in Equity;    Cash Flow Statement; and    Notes to the financial statements, comprising a summary of significant accounting policies and other 

explanatory information. 

Basis for opinion

I  conducted  my  audit  in  accordance  with  the  Australian  National  Audit  Office  Auditing  Standards,  which  incorporate the Australian Auditing Standards. My responsibilities under those standards are further described  in the Auditor’s Responsibilities for the Audit of the Financial Statements section of my report. I am independent  of the Entity in accordance with the relevant ethical requirements for financial statement audits conducted by  the  Auditor‐General  and  his  delegates.  These  include  the  relevant  independence  requirements  of  the  Accounting Professional and Ethical Standards Board’s APES 110 Code of Ethics for Professional Accountants  (including Independence Standards) (the Code) to the extent that they are not in conflict with the Auditor‐ General Act 1997. I have also fulfilled my other responsibilities in accordance with the Code. I believe that the  audit evidence I have obtained is sufficient and appropriate to provide a basis for my opinion. 

Accountable Authority’s responsibility for the financial statements

As  the  Accountable  Authority  of  the  Entity,  the  Chief  Executive  Officer  is  responsible  under  the  Public  Governance, Performance and Accountability Act 2013 (the Act) for the preparation and fair presentation of  annual financial statements that comply with Australian Accounting Standards and the rules made under the  Act. The Chief Executive Officer is also responsible for such internal control as the Chief Executive Officer  determines  is  necessary  to  enable  the  preparation  of  financial  statements  that  are  free  from  material  misstatement, whether due to fraud or error.  

In preparing the financial statements, the Chief Executive Officer is responsible for assessing the ability of the  Entity to continue as a going concern, taking into account whether the Entity’s operations will cease as a result  of an administrative restructure or for any other reason. The Chief Executive Officer is also responsible for  disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless  the assessment indicates that it is not appropriate. 

 

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OFFICIAL

OFFICIAL

Auditor’s responsibilities for the audit of the financial statements

My objective is to obtain reasonable assurance about whether the financial statements as a whole are free from  material misstatement, whether due to fraud or error, and to issue an auditor’s report that includes my opinion.  Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance  with the Australian National Audit Office Auditing Standards will always detect a material misstatement when it  exists.  Misstatements  can  arise  from  fraud  or  error  and  are considered  material  if,  individually or  in  the  aggregate, they could reasonably be expected to influence the economic decisions of users taken on the basis  of the financial statements. 

As part of an audit in accordance with the Australian National Audit Office Auditing Standards, I exercise  professional judgement and maintain professional scepticism throughout the audit. I also:  

 identify and assess the risks of material misstatement of the financial statements, whether due to fraud or  error, design and perform audit procedures responsive to those risks, and obtain audit evidence that is  sufficient  and  appropriate  to  provide  a  basis  for  my  opinion.  The  risk  of  not  detecting  a  material  misstatement resulting from fraud is higher than for one resulting from error, as fraud may involve collusion,  forgery, intentional omissions, misrepresentations, or the override of internal control;    obtain an understanding of internal control relevant to the audit in order to design audit procedures that are 

appropriate in the circumstances, but not for the purpose of expressing an opinion on the effectiveness of  the Entity’s internal control;   evaluate the appropriateness of accounting policies used and the reasonableness of accounting estimates  and related disclosures made by the Accountable Authority;    conclude on the appropriateness of the Accountable Authority’s use of the going concern basis of accounting 

and, based on the audit evidence obtained, whether a material uncertainty exists related to events or  conditions that may cast significant doubt on the Entity’s ability to continue as a going concern. If I conclude  that a material uncertainty exists, I am required to draw attention in my auditor’s report to the related  disclosures in the financial statements or, if such disclosures are inadequate, to modify my opinion. My  conclusions are based on the audit evidence obtained up to the date of my auditor’s report. However, future  events or conditions may cause the Entity to cease to continue as a going concern; and    evaluate  the  overall  presentation,  structure  and  content  of  the  financial  statements,  including  the 

disclosures, and whether the financial statements represent the underlying transactions and events in a  manner that achieves fair presentation.  

I communicate with the Accountable Authority regarding, among other matters, the planned scope and timing  of the audit and significant audit findings, including any significant deficiencies in internal control that I identify  during my audit. 

 

Australian National Audit Office 

 

 

Peter Kerr 

Executive Director 

Delegate of the Auditor‐General 

 

Canberra 

22 September 2020 

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CHAPTER FIVE:

APPENDICES

Appendix A - Ecologically sustainable development and environmental performance 160

Appendix B - Compliance index 163

Appendix C - Corrections to previous annual report 167

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APPENDIX A - Ecologically sustainable development and environmental performance

Under section 516A of the Environment Protection and Biodiversity Conservation Act 1999 (EPBC Act), government organisations must report annually on their ecologically sustainable development (ESD) and environmental performance. Comcare is committed to advancing the principles of ESD and practicing these principles in its everyday activities and long-term projects.

We recognise that day to day activities consume resources and create waste. This year we have continued several activities to reduce our environmental impact with a focus on information and communication technology (ICT) and building operations as the major consumers of energy and other resources.

In March 2020, Comcare achieved a 5-star National Australian Built Environment Rating System (NABERS) Energy Tenancy rating for levels 3 to 5, 121 Marcus Clarke Street, Canberra in the ACT.

NABERS is a national rating system that measures the environmental performance of Australian buildings, tenancies and homes. NABERS measures the energy efficiency, water usage, waste management and indoor environment quality of a building or tenancy and its impact on the environment.

Comcare continues to undertake activities to reduce our environmental impact including:

> using electronic workflows aimed to reduce the use of paper and the need to retain paper copies

> using the energy saving features of the Windows Operating System

> using cloud services to reduce both power consumption and computer hardware requirements

> using the power saving features of computer monitors and televisions

> participating in whole-of-government purchasing arrangements for electricity

> participating in whole-of-government leasing arrangements for fleet vehicles

> installing sensor lighting systems in all office fit outs

> participating in and promoting Earth Hour 2020

> providing end of trip facilities to encourage employees to cycle to work

> purchasing 100 per cent recycled A4 paper, 100 per cent recycling of paper waste and recycling of other stationery items.

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Appendices

Technology equipment upgrade

In 2019-20 technology commenced the migration of its services to the cloud under the ICT strategy. This program will allow for Comcare to decommission its physical infrastructure and data centre’s. This resulted in a decrease in power consumption.

Comcare is currently undergoing a digital transformation, which will deliver claimant, provider and employer portals for user interactions and returned benefits of reduction in paper, ink consumption and power consumption. The rollout of laptops has enabled 100 per cent of staff to work from home during the pandemic.

Information management

Comcare is committed to the National Archives of Australia Digital Continuity 2020 (DC2020) policy. Continuing the good efforts from previous years, in 2019-20 the focus was on digitisation of paper records. Comcare undertook a proof of concept for digitising paper records and successfully digitised 500 boxes. This work will continue over the coming years to reduce our paper records holding.

The initiative included a targeted reduction in the creation of paper records in Comcare’s records management system, Content Manager. As a result of business areas making several process improvements and promoting awareness amongst staff, there has been no new paper file record created since July 2018.

Waste and recycling

Comcare continues to participate in the ACT Government ACTSmart Office Recycling Program in its Canberra office. The Canberra office at 121 Marcus Clarke Street renewed its accreditation in April 2020 and currently sends approximately 85 per cent of its waste to a recycling centre. Comcare provides recycling streams (including co-mingled, cardboard and paper recycling) and also has waste and recycling systems in place.

Comcare recycles 100 per cent of toner cartridges and florescent light tubes and maintains a battery recycling facility in the Canberra office.

Externally, Comcare provides the ability to download publications from its website. This allows documents to be sent and stored electronically, reducing the impact of printing and distribution of hard copy material.

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Performance in focus - results

Energy consumption

Power consumption per person reduced slightly in 2019-20 due to employees working from home because of the pandemic. The table below shows Comcare’s power consumption over five financial years.

Comcare measures paper consumption by purchases made during the financial year. In 2019-20, Comcare’s paper consumption decreased by 34 per cent from the previous year. Overall, Comcare’s paper consumption is trending down in accordance with our commitment to reducing our environmental impact.

Table 24: Comcare’s environmental performance 2019-20

Environmental performance 2015-16 2016-17 2017-18 2018-19 2019-20

Average power consumption per full-time equivalent employee (Mega joules/ person/annum)

5,636 5,671 5,329 5,107 4,598

Paper consumption1 (reams of paper) 8,324 6,577 6,058 4,466 2,946

1 Amount purchased during the financial year

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Appendices

APPENDIX B - Compliance index

The annual report has been prepared in accordance with section 46 of the Public, Governance, Performance and Accountability Act 2013 and Subdivision B of Division 3A of the Public Governance, Performance and Accountability Amendment (Corporate Commonwealth Entity Annual Reporting) Rule 2014. These requirements were approved on behalf of the Parliament by the Joint Committee of Public Accounts and Audit on 2 May 2016.

List of requirements

PGPA Rule Reference Requirement Description Part of Report

17BE Contents of annual report

17BE(a) Mandatory Details of the legislation establishing the body Chapter one - About Comcare

17BE(b)(i) Mandatory A summary of the objects and functions of the entity as set out in legislation Chapter one - About Comcare

17BE(b)(ii) Mandatory The purposes of the entity as included in the entity’s corporate plan for the reporting period Chapter one - About Comcare

17BE(c) Mandatory The names of the persons holding the position

of responsible Minister or responsible Ministers during the reporting period, and the titles of those responsible Ministers

Minister serving

17BE(d) If applicable,

mandatory

Directions given to the entity by the Minister under an Act or instrument during the reporting period

Chapter three - External scrutiny

17BE(e) If applicable,

mandatory

Any government policy order that applied in relation to the entity during the reporting period under section 22 of the Act

Chapter three - External scrutiny

17BE(f) If applicable,

mandatory

Particulars of non compliance with:

(a) a direction given to the entity by the Minister under an Act or instrument during the reporting period; or

(b) a government policy order that applied in relation to the entity during the reporting period under section 22 of the Act

Chapter three - External scrutiny

17BE(g) Mandatory Annual performance statements in accordance with paragraph 39(1)(b) of the Act and section 16F of the rule

Chapter two

17BE(h), 17BE(i)

If applicable, mandatory A statement of significant issues reported to the Minister under paragraph 19(1)(e) of

the Act that relates to non compliance with finance law and action taken to remedy non compliance

Not applicable

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PGPA Rule Reference Requirement Description Part of Report

17BE(j) Mandatory Information on the accountable authority, or each member of the accountable authority, of the entity during the reporting period

Chapter one - Comcare’s Executive team

17BE(k) Mandatory Outline of the organisational structure of the

entity (including any subsidiaries of the entity) Chapter one - Organisational structure

17BE(ka) Mandatory Statistics on the entity’s employees on an ongoing and non ongoing basis, including the following:

(a) statistics on full time employees; (b) statistics on part time employees; (c) statistics on gender; (d) statistics on staff location

Chapter three - Our people

17BE(l) Mandatory Outline of the location (whether or not in

Australia) of major activities or facilities of the entity

Chapter one - Comcare’s locations

17BE(m) Mandatory Information relating to the main corporate governance practices used by the entity during the reporting period

Chapter three - Our governance

17BE(n), 17BE(o)

If applicable, mandatory For transactions with a related Commonwealth entity or related company where the value

of the transaction, or if there is more than one transaction, the aggregate of those transactions, is more than $10,000 (inclusive of GST):

(a) the decision making process undertaken by the accountable authority to approve the entity paying for a good or service from, or providing a grant to, the related Commonwealth entity or related company; and

(b) the value of the transaction, or if there is more than one transaction, the number of transactions and the aggregate of value of the transactions

Not applicable

17BE(p) If applicable,

mandatory

Any significant activities and changes that affected the operation or structure of the entity during the reporting period

Not applicable

17BE(q) If applicable,

mandatory

Particulars of judicial decisions or decisions of administrative tribunals that may have a significant effect on the operations of the entity

Chapter three - External scrutiny

COMCARE AND SRCC ANNUAL REPORTS 2019-20 165

Appendices

PGPA Rule Reference Requirement Description Part of Report

17BE(r) If applicable,

mandatory

Particulars of any reports on the entity given by:

(a) the Auditor General (other than a report under section 43 of the Act); or (b) a Parliamentary Committee; or (c) the Commonwealth Ombudsman; or (d) the Office of the Australian Information

Commissioner

Chapter three - External scrutiny

17BE(s) If applicable,

mandatory

An explanation of information not obtained from a subsidiary of the entity and the effect of not having the information on the annual report

Not applicable

17BE(t) If applicable,

mandatory

Details of any indemnity that applied during the reporting period to the accountable authority, any member of the accountable authority or officer of the entity against a liability (including premiums paid, or agreed to be paid, for insurance against the authority, member or officer’s liability for legal costs)

Not applicable

17BE(taa) Mandatory The following information about the audit committee for the entity:

(a) a direct electronic address of the charter determining the functions of the audit committee;

(b) the name of each member of the audit committee; (c) the qualifications, knowledge, skills or experience of each member of the audit

committee; (d) information about each member’s attendance at meetings of the audit

committee; (e) the remuneration of each member of the audit committee

Chapter three - Audit and Risk Committee

17BE(ta) Mandatory Information about executive remuneration Chapter three - Our people

166 COMCARE AND SRCC ANNUAL REPORTS 2019-20

PGPA Rule Reference Requirement Description Part of Report

17BF Disclosure requirements for government business enterprises

17BF(1)(a)(i) If applicable, mandatory An assessment of significant changes in the entity’s overall financial structure and financial

conditions

Not applicable

17BF(1)(a)(ii) If applicable, mandatory An assessment of any events or risks that could cause financial information that

is reported not to be indicative of future operations or financial conditions

Not applicable

17BF(1)(b) If applicable, mandatory Information on dividends paid or recommended

Not applicable

17BF(1)(c) If applicable, mandatory Details of any community service obligations the government business enterprise has

including:

(a) an outline of actions taken to fulfil those obligations; and (b) an assessment of the cost of fulfilling those obligations

Not applicable

17BF(2) If applicable,

mandatory

A statement regarding the exclusion of information on the grounds that the information is commercially sensitive and would be likely to result in unreasonable commercial prejudice to the government business enterprise

Not applicable

COMCARE AND SRCC ANNUAL REPORTS 2019-20 167

Appendices

APPENDIX C - Corrections to previous annual report

Chapter One: Overview

Departed Comcare section -

Deputy Chief Executive Officer and General Manager, Corporate Management Group, Lynette MacLean, correct commencement date should read:

16 November 2015

Chapter Two: Annual Performance Statements 2018-19

Page 62 - Table 16: Continuance rates - incapacity durations (an indication of return to work performance)

Last column - 2018-19 Number of employees (percentage) should read:

Time Period 2018-19 Number of employees (percentage)

No incapacity 0

Less than 4 weeks 2 (50 per cent)

4 weeks 1 (25 per cent)

26 weeks 1 (25 per cent)

Page 63 - Table 17: Mechanism of injury for Comcare accepted claims from 2016-17 to 2018-19

Last column - 2018-19 should read:

Mechanism of injury 2018-19

Mental stress 2

Other and unspecified 1

Total 4

Chapter Four: Financial Statements 2018-19

Page 152 - Note 5.2: Remuneration of auditors

Table heading should read:

2019 2018

$ $

NOTE: this error also occurred in Comcare’s 2017-18 Annual Report

page 132 - Note 5.2: Remuneration of auditors

168 COMCARE AND SRCC ANNUAL REPORTS 2019-20

COMCARE AND SRCC ANNUAL REPORTS 2019-20 169

PART TWO:

SAFETY,

REHABILITATION AND

COMPENSATION COMMISSION (SRCC) ANNUAL REPORT

2019-20

About this report 170

Minister serving 2019-20 170

Letter of transmittal - SRCC 171

Chairperson’s review 172

About the SRCC 174

Operation of the SRCC 176

Stakeholder engagement 179

Operation of licensees 180

Operation of the Licence Compliance and Performance Model (LCPM) 183

170 COMCARE AND SRCC ANNUAL REPORTS 2019-20

ABOUT THIS REPORT

The SRCC annual report documents the activities of the SRCC from 1 July 2019 to 30 June 2020.

The SRCC is subject to specific annual reporting requirements under the Safety, Rehabilitation and Compensation Act 1988 (SRC Act) and the Safety, Rehabilitation and Compensation Directions 2019 (Directions) to include particulars of:

> Directions given by the Minister

> Guidelines issued by the SRCC

> the operations of each licensee

> records required to be kept in relation to licensees under the Directions.

MINISTER SERVING 2019-20

Responsible Minister at 30 June 2020

The Hon Christian Porter MP

Attorney-General Minister for Industrial Relations Member for Pearce

COMCARE AND SRCC ANNUAL REPORTS 2019-20 171

PART TWO

LETTER OF TRANSMITTAL - SRCC

GPO Box 9905 Canberra ACT 2601 Tel: 1300 366 979

21 September 2020

The Hon Christian Porter MP Attorney-General Minister for Industrial Relations Parliament House CANBERRA ACT 2600

Dear Minister

I have the pleasure of submitting the annual report for the Safety, Rehabilitation and Compensation Commission (SRCC) for the financial year ending 30 June 2020.

The report is provided to you in accordance with the Safety, Rehabilitation and Compensation Act 1988 (SRC Act).

Section 89S of the SRC Act provides that the Chairperson must give the Minister, for presentation to the Parliament, a report of the SRCC’s activities during the financial year. Following its tabling in Parliament, the report will be placed on the SRCC website.

Yours sincerely

Rosemary Vilgan Chairperson

172 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Rosemary Vilgan, Chairperson SRCC

I am pleased to present my report to the Minister for Industrial Relations, the Hon Christian Porter MP, and the Australian Parliament on the operations of the SRCC for the year ending 30 June 2020.

I would like to acknowledge the valuable contributions made by all Members in what has been a unique and challenging year due to the impact of the COVID-19 pandemic. This has required the SRCC to be flexible and adaptable in its approach and to focus its attention on the areas of greatest risk.

CHAIRPERSON’S REVIEW

Priorities

The SRCC has a range of functions under the SRC Act and the Work Health and Safety Act 2011 (WHS Act). These are set out on page 174.

To fulfil its functions, the SRCC’s priorities for 2019-20 were focused on the following key areas:

> operation of the SRCC

> stakeholder engagement

> operation of licensees

> operation of the Licence Compliance and Performance Model (LCPM).

I am pleased to report that the SRCC undertook a range of activities to achieve outcomes against these priority areas in 2019-20, the key highlights of which are:

> engaged with other regulators and subject matter experts to learn from peer experiences and share better practices

> ongoing consultation with stakeholders to review and improve the SRCC’s regulation

> published material on the SRCC website to promote rehabilitation resources and improve awareness in relation to feedback and complaints mechanisms

> considered the operation of the LCPM and took action to evaluate its effectiveness, refine current practices and identify areas for further improvement

> adopted an adaptive approach to the SRCC’s operation and regulation during COVID-19

> SRCC meetings moved to a virtual format from March 2020.

Further detail of the SRCC’s activities in 2019-20 is set out in this report.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 173

PART TWO

Regulator performance framework As the regulator of self-insured licensees under the SRC Act, the SRCC is required to implement the Government’s Regulator Performance Framework (RPF). In 2019-20, the SRCC completed its self-assessment against its endorsed RPF key performance indicators. The self-assessment will be published on the SRCC’s website.

Self-insurance No licences were granted during 2019-20. Due to the extraordinary circumstances which eventuated as a result of the COVID-19 pandemic the SRCC agreed in March 2020 to temporarily suspend any consideration of licence applications. The SRCC took this prudent action for a number of reasons including the initial uncertainty, impact and changes to employment practices, the reliability of claims modelling post the pandemic, the ability to consult properly with employees and the availability of third parties such as claims managers and auditors. This policy was in force from 25 March 2020 to 13 July 2020.

Further information on self-insurance licencing arrangements can be found later in this report.

Meetings with licensees and affiliated unions The SRCC meets annually with licensees and affiliated unions (unions and their members representing employees of self-insured licensees). These meetings provide a valuable opportunity for the SRCC, licensees and affiliated unions to participate in an open discussion on the implementation and operation of the LCPM. This includes identifying further areas of review as part of continuous improvement.

The annual meeting between the SRCC and licensees was scheduled for 26 March 2020 and the annual meeting between the SRCC and affiliated unions was scheduled for 17 June 2020. Unfortunately, these meetings were unable to occur in 2019-20 due to the COVID-19 pandemic.

In 2019-20 the SRCC and its sub-committee for Reviewing the Regulation of Self-Insured Licensees consulted with licensee and affiliated union representatives through meetings on 31 July 2019, 16 October 2019 and 5 February 2020.

The SRCC undertook a range of other stakeholder engagement activities in 2019-20, further detail is set out in this report.

Strategic risk register The SRCC manages current and emerging risks through its strategic risk register. In 2019-20 the SRCC reviewed the register and incorporated changes to ensure it remained current and effective.

Finally, as I mentioned in my opening, it has been a challenging year and I would like to thank the staff of Comcare for their professional support, guidance and assistance.

Rosemary Vilgan

174 COMCARE AND SRCC ANNUAL REPORTS 2019-20

ABOUT THE SRCC

Responsible Minister

The SRCC is established under section 89A of the SRC Act and operates within the Attorney-General’s portfolio. The Minister for Industrial Relations, the Hon Christian Porter MP, is the responsible Minister and has the power to give directions to the SRCC about the performance of its functions and the exercise of its powers. These directions may include criteria and procedures for the scope of licences, record keeping and reporting requirements, and related matters.

Role and functions

The SRCC administers functions under the SRC Act, other than those functions attributed to Comcare. The SRC Act establishes the workers’ compensation scheme covering Commonwealth employees and the employees of licensed entities.

The SRCC has a number of general and specific roles and functions conferred on it by the SRC Act and WHS Act. The role and functions under the SRC Act are to:

> ensure that, as far as practicable, there is equity of outcomes resulting from administrative practices and procedures used by Comcare and a licensee in the performance of their respective functions under the SRC Act

> advise the Minister about anything relating to the operation of the SRC Act or to the SRCC’s functions or powers

> issue guidelines to Comcare or licensees about their powers and functions

> be the issuing authority and regulator of self-insurance licences under the SRC Act, including setting licence fees

> provide guidelines on the setting of premiums and a review point (if required) for employers’ premium and regulatory contribution determinations

> undertake other functions as conferred on the SRCC by any other Act.

Under the WHS Act, the functions of the SRCC are to:

> advise the Minister on the administration of the WHS Act

> advise and make recommendations to the Minister on the most effective means of giving effect to the objects of the WHS Act

> enquire into and make recommendations to the Minister on any matter relating to work health and safety referred to the SRCC by the Minister

> provide a forum for consultation between Comcare and persons conducting business or undertakings, workers and the bodies that represent them.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 175

PART TWO

SRCC accountabilities

The SRCC has an evaluation framework which it uses to provide assurance that it has appropriately discharged its statutory responsibilities. The framework includes an annual assessment of the outcomes and activities of the SRCC against each of its statutory functions.

The outcomes and activities against each functional category enable the SRCC to make an informed assessment of its performance in meeting its regulatory functions as listed above.

The SRCC resolved at a meeting in September 2020 that it had satisfactorily discharged its statutory responsibilities for the 2019-20 reporting year.

Further evidence that the SRCC is meeting its accountabilities, and fulfilling its statutory responsibility, is demonstrated when the Chairperson reports on the key outcomes of each regular SRCC meeting to the Minister.

Membership

The SRC Act provides for the SRCC to have 11 Members, each appointed by the Minister (other than Safe Work Australia’s CEO). Members other than the Chairperson may appoint a deputy, subject to the Minister’s approval. A Member, other than Safe Work Australia’s CEO, holds office on a part-time basis for a term not longer than three years, as specified in the instrument of appointment. Members are eligible for reappointment.

The SRCC comprised the following members during 2019-20:

> Ms Rosemary Vilgan, Chairperson

> Ms Lisa Newman, Member nominated by the Australian Council of Trade Unions (ACTU)

> Mr Trevor Gauld, Member nominated by the ACTU

> Mr Tom Roberts, Member nominated by the ACTU

> Ms Louisa Hudson, Member representing the licensees

> Ms Jody Anderson, Member representing the Commonwealth and Commonwealth authorities

> Ms Michelle Baxter, CEO of Safe Work Australia

> Ms Catherine Hudson, Member representing the interests of the Australian Capital Territory’s public sector employers

> Mr Stephen Somogyi, Member with qualifications or experience relevant to the SRCC’s functions, or the exercise of its powers

> Ms Jane Hall, Member with qualifications or experience relevant to the SRCC’s functions, or the exercise of its powers.

176 COMCARE AND SRCC ANNUAL REPORTS 2019-20

OPERATION OF THE SRCC

The SRCC meets on a quarterly basis with additional meetings held as required. Five Members constitute a quorum, providing the following Members are present:

> at least one Member nominated by the ACTU

> the Member representing licensees

> the Member representing the Commonwealth and Commonwealth authorities.

The SRCC held four meetings in 2019-20 on 18 September 2019, 4 December 2019, 26 March 2020 and 17 June 2020. Details of attendance at SRCC meetings during 2019-20 are shown in Table 25. Additionally, the SRCC held a number of out of session meetings in 2020 to support the SRCC in delivering its functions during the COVID-19 pandemic.

Table 25: SRCC meeting attendance

Commissioner

Meetings eligible to attend

Meetings attended

Meetings attended by deputy*

Rosemary Vilgan 4 4 n/a

Trevor Gauld 4 4 -

Lisa Newman 3 2 -

Louisa Hudson 4 4 -

Michelle Baxter 4 1 1^

Catherine Hudson 4 4 -

Jane Hall 4 4 n/a

Stephen Somogyi 4 4 n/a

Tom Roberts 4 3 -

Jody Anderson 4 4 -

*During 2019-20 the following Deputy attended an SRCC meeting:

- Amanda Johnston, Deputy to Michelle Baxter.

^ Amanda Johnston, Deputy for Michelle Baxter was scheduled to attend two meetings in 2019-20 however she was not able to join one of these meetings due to technology issues.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 177

PART TWO

SRCC sub-committees

The following sub-committee operated during the reporting year.

Reviewing the Regulation of Self-Insured Licensees sub-committee

Purpose: To review the regulation of self-insured licensees and advise and make recommendations as appropriate.

Throughout the reporting period, and in consultation with licensee representatives, affiliated unions and other stakeholders, the sub-committee monitored and reviewed the operation of the SRCC’s regulatory model.

Members (as at 30 June 2020): Chairperson Rosemary Vilgan and Commissioners Louisa Hudson, Trevor Gauld and Jody Anderson.

Due to the unique circumstances presented by COVID-19, all Commissioners were invited to a Reviewing the Regulation of Self-Insured Licensees sub-committee meeting in May 2020 to discuss and consider emerging issues arising in the operational environment.

Decision making

The SRCC has the powers and functions to make a wide range of decisions under the SRC Act, the Directions and other legislative instruments. SRCC decisions of an administrative character are subject to judicial review.

Directions and Guidelines

Under section 89S of the SRC Act the SRCC is required to provide a report to the Minister to give to Parliament on its activities for each financial year. Among other things, the report must include particulars of any Directions given by the Minister under section 89D and any Guidelines issued by the SRCC under section 73A of the SRC Act.

The Minister issued no Directions to the SRCC under the SRC Act during 2019-20.

The SRCC issued no Guidelines under section 73A of the SRC Act during 2019-20.

178 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Delegations

At its 28 November 2018 meeting, the SRCC agreed to delegate to the CEO of Comcare its function under the SRC Act to estimate the amount of licence fees payable by each licensee each financial year and notify each licensee of this amount in writing. The SRCC reviewed this delegation at its September 2019 meeting and agreed it remains appropriate and no further delegations are required.

Code of Conduct

The SRCC has a Code of Conduct to describe the standards of behaviour and conduct expected from Commissioners in their dealings with Members, stakeholders and the public. The SRCC reviewed its Code of Conduct in December 2019, agreeing that it remained appropriate. The next review is scheduled to occur in 2021. The Code of Conduct is available on the SRCC website.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 179

PART TWO

STAKEHOLDER ENGAGEMENT

Effective stakeholder engagement continued to be a key priority for the SRCC in 2019-20, with a key outcome being that the SRCC is open and transparent in its dealings with regulated entities.

In 2019-20 the SRCC and its sub-committee for Reviewing the Regulation of Self-Insured Licensees consulted with stakeholders via:

> licensee liaison forums held on 26 September 2019, 12 December 2019 and 24 June 2020

> meetings with licensee and affiliated union representatives on 31 July 2019, 16 October 2019 and 5 February 2020

> an engagement letter sent to all licensee principal officers in April 2020, advising of the SRCC’s key focus areas and priorities for the coming year.

To further support stakeholder engagement, in June 2019 the SRCC agreed to introduce site visits with licensees. Members of the SRCC attended a site visit in November 2019.

The SRCC also engaged with independent experts in 2019-20 to inform its continuous review and improvement of its regulation.

The SRCC will continue to engage with the licensees and affiliated unions on current priority items.

SRCC engagement approach during COVID-19

During COVID-19 at the request of the SRCC, Comcare engaged with licensee key staff to ensure the SRCC was kept apprised of actions in critical areas. Based on its ongoing interactions and feedback, the SRCC continued to tailor its enquiries of licensees and apply a risk-based approach to its regulation of licensees.

The SRCC recognised that the COVID-19 pandemic was an unprecedented event that presented significant challenges for employers and employees. Consequently, the SRCC adjusted its focus at this time to ensure timely interaction with licensees. As a result, a number of identified 2020 priority items were adjusted or postponed including:

> the 27 March 2020 licensee liaison forum

> annual meetings with licensees and affiliates, scheduled for 26 March 2020 and 17 June 2020 respectively

> a meeting with licensee and union affiliate representatives, planned for 8 May 2020; and

> licensee site visits.

180 COMCARE AND SRCC ANNUAL REPORTS 2019-20

OPERATION OF LICENSEES

Licensing

Under the SRC Act, certain Commonwealth authorities and eligible corporations may apply for a licence to self-insure their workers’ compensation liabilities and manage compensation claims.

Comcare provides support to the SRCC in the performance of its functions regarding licensing. Comcare evaluates licence applications, recommends the amount to be charged for licence application fees, monitors licensee performance against licence conditions and recommends actions to the SRCC.

Table 26 summarises licence types, licensees and expiry dates at 30 June 2020.

Table 26: Licence types, licensees and expiry dates - at 30 June 2020

Licence type Features Licensee (expiry date) Claims management arrangements

Corporation Self-management of claims (with capacity to arrange for third-party claims managers)

Pacific National Services Pty Ltd (formerly Asciano Services Pty Ltd) (30/06/2025) Employers Mutual Limited

Australian air Express Pty Ltd (30/06/2025) QBE Insurance (Australia) Limited

BWA Group Services Pty Ltd (30/06/2022) Commonwealth Bank of Australia

Bis Industries Ltd (30/06/2023) In house with claims review performed by QBE Insurance (Australia) Limited

Border Express Pty Ltd (30/06/2022) In house with claims review performed by Paratus Claims Pty Ltd

Cleanaway Operations Pty Ltd (formerly Transpacific Industries Pty Ltd) (30/06/2022) QBE Insurance (Australia) Limited

Colonial Services Pty Ltd (30/06/2022) Commonwealth Bank of Australia

Commonwealth Bank of Australia (30/06/2022) In house

Commonwealth Insurance Limited (30/06/2022) Commonwealth Bank of Australia

Commonwealth Securities Limited (30/06/2022) Commonwealth Bank of Australia

CSL Limited (30/06/2023) QBE Insurance (Australia) Limited

DHL Express (Australia) Pty Ltd (31/12/2026) DHL Supply Chain (Australia) Pty Ltd

DHL Supply Chain (Australia) Pty Ltd (30/06/2022) In house

COMCARE AND SRCC ANNUAL REPORTS 2019-20 181

PART TWO

Licence type Features Licensee (expiry date) Claims management arrangements

Fleetmaster Services Pty Ltd (30/06/2023) In house with claims review performed by Paratus Claims Pty Ltd

John Holland Group Pty Ltd (30/06/2024) In house

John Holland Pty Ltd (30/06/2024) John Holland Group Pty Ltd

John Holland Rail Pty Ltd (30/06/2024) John Holland Group Pty Ltd

K&S Freighters Pty Limited (30/06/2024) In house

Linfox Australia Pty Ltd (30/06/2023) In house

Linfox Armaguard Pty Ltd (30/06/2023) Linfox Australia Pty Ltd

Medibank Private Limited (30/06/2023) Employers Mutual Limited

National Australia Bank Ltd (30/06/2024) In house

National Wealth Management Services Limited (30/06/2024) National Australia Bank Ltd

Optus Administration Pty Limited (30/06/2023) QBE Insurance (Australia) Limited

Prosegur Australia (formerly trading as Chubb Security Services Limited) (30/06/2025) In house with claims review performed by Moray & Agnew

Ron Finemore Transport Services Pty Ltd (30/06/2025) In house

StarTrack Express Pty Ltd (30/06/2022) Australian Postal Corporation

StarTrack Retail Pty Ltd (30/06/2022) Australian Postal Corporation

Telstra Corporation Limited (30/06/2022) In house

Thales Australia Limited (formerly known as ADI Limited) (30/06/2025)

In house with claims review performed by QBE Insurance (Australia) Limited

TNT Australia Pty Ltd (30/06/2022) In house with claims review performed by QBE Insurance (Australia) Limited

Virgin Australia Airlines Pty Ltd (29/09/2024) Employers Mutual Limited

Visionstream Pty Ltd (30/06/2023) Employers Mutual Limited

Wilson Security Pty Ltd (30/06/2023) QBE Insurance (Australia) Limited

182 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Licence type Features Licensee (expiry date) Claims management arrangements

Declared Commonwealth Authority

Self-management of claims

Australian Capital Territory Government (28/02/2027) Employers Mutual Limited

Australian National University (30/06/2026) Comcare (on a contracted basis)

Australian Postal Corporation (30/06/2022) In house

Reserve Bank of Australia (30/06/2023) Australian Postal Corporation

Licence conditions and performance standards of licence

The SRCC expects licensees to continuously improve their prevention, rehabilitation and claims management performance outcomes, to comply with licence conditions and to meet performance standards of licence.

Licence conditions require compliance with the SRC Act and any applicable laws and regulations regarding the health, safety and rehabilitation of employees. Licensees are required to meet financial, prudential, and performance reporting requirements as part of their licence conditions.

Performance standards of licences require licensees to develop and implement effective management systems for prevention, rehabilitation and claims management and to work towards the attainment of outcome-based performance goals.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 183

PART TWO

OPERATION OF THE LICENCE COMPLIANCE AND PERFORMANCE MODEL

The LCPM provides the regulatory framework under which the SRCC monitors and assesses licensee performance. The model seeks to ensure compliance with licence conditions and focuses on licensee performance against set standards and measures in claims management, rehabilitation and prevention by using a holistic, risk-based approach to performance evaluation. The model contributes towards the Government’s agenda to reduce regulatory burden on business by affording a reduced level of regulatory oversight for established licensees that have mature management systems and demonstrated high performance against the SRCC’s standards and measures.

The LCPM examines licensees’ prudential performance, results of internal and external reviews in prevention, rehabilitation and claims management performance, and provides for regulatory action by the SRCC where non-compliance or performance concerns are identified.

Under the LCPM, licensees are classified as a ‘developing/transitioning licensee’ or an ‘established licensee’. Developing/transitioning licensees are new scheme participants in their first two years of licence. Following the initial two-year period, licensees are considered to be established in the scheme.

Developing/transitioning licensees work closely with Comcare to develop systems by participating in, and being subject to, reviews throughout the first two years of licence to ensure that a licensee can meet the conditions of licence and performance standards set by the SRCC.

The SRCC uses this initial period to closely monitor the performance of a new licensee as they transition into the scheme. The SRCC may choose to lessen the extensive reviews in the developing/ transitioning phase where a licensee can evidence strong, consistent results against compliance and performance requirements.

Established licensees are required to be compliant with the conditions of licence and continue to meet the performance standards set by the SRCC.

The SRCC can, at any time, determine that due to issues with compliance, reporting or performance results, a regulatory response is required. The status of a licensee (that is, developing/transitioning or established) does not inhibit the SRCC from taking action to address a compliance or performance issue. For example, a targeted review may be conducted at any point should the SRCC consider the performance of a licensee warrants a more thorough review.

A key feature of the LCPM is the quarterly monitoring of the SRCC-defined performance standards and measures, including the Licensee Key Performance Indicators (LKPIs). The SRCC sets performance targets against these LKPIs, which include the incidence of serious and accepted claims based on industry benchmarks, return to work performance, and timeliness of claims management and reconsideration decisions. Licensees are provided with the opportunity to provide input and information regarding their quarterly results for consideration. The SRCC uses the LKPI results and any further information provided by licensees to determine whether any regulatory action is required.

184 COMCARE AND SRCC ANNUAL REPORTS 2019-20

The self-insurance licence and the LCPM also provide a framework for the prudential obligations required of licensees under the licence. This includes the provision of a liability report describing current and predicted outstanding workers’ compensation liabilities (this information is used to calculate the guarantee amount) and the provision of a guarantee plus a reinsurance retention policy, yearly accounts and financial statements. Some licensees are also subject, based on risk, to ongoing financial monitoring which comprises a regime of continuous monitoring through media and rating agencies and annual desktop reviews of licensees’ financial statements.

Each year licensees provide an annual Licensee Compliance and Performance Improvement (LCPI) report certified by licensee senior management. The LCPI report provides the SRCC with an overview of key activities undertaken and outcomes achieved by a licensee during the previous year. The LCPI report also details a licensee’s objectives for the coming year and is the primary tool for licensees to: report to the SRCC on performance against the SRCC’s performance standards and measures; provide annual certification as per the prudential conditions of licence; and to demonstrate continuous improvement.

SRCC approach to regulation during COVID-19

The SRCC considered the impact of the COVID-19 pandemic and agreed, that during the pandemic, the focus of the SRCC in delivering its functions should be risk-based and on critical work.

The SRCC endorsed an approach to apply to its program of work reflecting these principles and agreed, that during the COVID-19 pandemic, its regulation of licensees would be focused on ensuring that:

> licensees implemented appropriate responses to minimise the risk and impact of COVID-19 on their workers and operations

> licensees had arrangements to ensure continuity of claims processing and payments

> the financial viability of licensees was managed in accordance with the SRCC’s Financial and Prudential Model.

Administration of Virgin Australia Holdings Ltd (Virgin)

On 21 April 2020, Virgin announced that it had entered voluntary administration. The SRCC closely monitored the voluntary administration and worked with Virgin and the Administrators to ensure that the workers’ compensation obligations under the Virgin self-insurance licence continued to be met.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 185

PART TWO

Continuous improvement

The SRCC has an ongoing focus on the continuous improvement of its regulatory model. In the 2019-20 year, the SRCC has undertaken the following activities to improve the operation of the LCPM:

> engaged with other regulators and subject matter experts to learn from peer experiences and share better practices

> ongoing consultation with stakeholders to review and improve the SRCC’s regulation

> published an updated version of the LCPM incorporating changes agreed by the SRCC

> updated the reporting of LKPIs 6 and 7 (timeliness - initial claims determination and reconsiderations)

> published information products to ensure clarity of roles and accessibility for employees and affiliated unions and other stakeholders in relation to feedback and complaints mechanisms

> promoted rehabilitation resources for employees and licensees available through the SRCC website

> reviewed licensee reporting requirements to reduce duplication and streamline reporting

> reviewed the general conditions of licence

> considered the operation of the LCPM to evaluate its effectiveness and identify areas for further improvement

> commenced a review of its prevention and communication performance measure.

Licensees’ performance

Table 27 provides a summary of each licensees’ claims activity during 2019-20. Table 28 provides a summary of SRCC monitoring of overall licensee performance against the LKPIs during 2019-20.

Care should be exercised in comparing the claims activity of licensees given the different risk profiles of individual employers.

186 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Licensee data

Table 27: Licensees’ claims activity

Number of FTE employees

Incidence of claims received

Incidence of claims accepted1

2018-19 2019-20 2018-19 2019-20 2018-19 2019-20

ACT Government2 7,931 24,487 68.8 21.8 56.0 16.9

Australia Post 26,974 27,574 51.8 59.5 39.8 49.7

AaE 382 352 23.6 np 20.9 np

ANU3 4,898 5,267 5.3 3.4 4.7 1.5

BankWest 3,587 3,402 5.9 5.0 4.5 3.2

BIS Industries 997 1,098 25.1 28.2 21.1 20.9

Border Express 993 978 30.2 44.0 27.2 35.8

Cleanaway Operations 5,975 5,893 36.0 39.2 27.3 25.3

Colonial Services 2,265 1,787 4.4 3.9 3.1 np

CBA 25,959 25,821 5.7 5.3 4.1 3.9

CommInsure 398 474 np np np np

CommSec 2,619 2,908 5.0 2.4 2.7 2.1

CSL 2,313 2,534 3.5 4.3 np np

DHL Express4 606 1,215 31.4 46.1 19.8 32.9

DHL Supply Chain 3,069 2,981 20.5 16.1 8.5 13.1

Fleetmaster 331 344 24.2 np 0.0 np

John Holland 1,334 1,530 88.5 103.9 84.0 99.3

John Holland Group 3,767 3,402 7.7 7.9 6.1 6.8

John Holland Rail 192 197 57.3 40.6 52.1 30.5

K&S Freighters 3,137 2,589 53.2 40.2 41.1 33.6

Linfox Armaguard 1,792 1,990 20.6 20.1 6.1 3.5

Linfox Australia 4,934 4,961 13.2 12.1 5.5 2.2

Medibank Private 2,187 1,876 5.0 6.4 np 4.8

COMCARE AND SRCC ANNUAL REPORTS 2019-20 187

PART TWO

Number of FTE employees

Incidence of claims received

Incidence of claims accepted1

2018-19 2019-20 2018-19 2019-20 2018-19 2019-20

NAB 24,629 25,443 3.7 2.9 2.3 1.8

NWMS 1,543 1,664 np np np np

Optus 7,367 7,023 3.0 4.4 1.0 2.6

Pacific National Services 2,451 2,683 22.4 18.6 19.6 13.4

Prosegur 735 735 50.3 44.9 42.2 38.1

Reserve Bank of Australia 1,343 1,292 np np np np

Ron Finemore Transport 729 729 49.4 41.2 41.2 31.6

StarTrack Express 3,292 3,315 45.6 45.6 37.1 38.3

StarTrack Retail 171 148 35.1 np np np

Telstra 25,652 23,308 8.1 7.7 6.0 4.9

Thales 3,456 3,460 13.9 16.2 10.1 13.0

TNT Australia 4,201 4,635 61.4 59.5 50.2 46.0

Virgin Australia Airlines 8,144 8,038 25.2 24.4 22.3 20.5

Visionstream 2,125 1,502 7.1 5.3 5.2 np

Wilson Security 6,249 6,249 7.7 12.3 4.8 6.1

ALL LICENSEES 198,727 213,884 21.0 20.5 16.0 15.8

np - not publishable. In order to protect privacy, results are not published where the numbers used to calculate incidence rates are between one and five.

1. This measure captures those claims that were initially accepted in the reporting period.

2. ACT Government joined the licensee sector 1 March 2019. FTE for 2018-19 is pro-rata reflecting the period in the Scheme for the Financial Year.

3. ANU joined the licensee sector 1 July 2018.

4. DHL Express joined the Comcare scheme 1 January 2019.

Note: All incidence rates are calculated per 1,000 FTE employees.

188 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Table 28: Performance against LKPIs - All licensees

2018-19 2019-20

Number of notifiable worker fatalities 0 1

Incidence of serious claims1 8.8 8.9

Incidence of accepted claims2 16.0 15.8

Median incapacity (weeks) 4.6 5.0

Percentage of claims determined within 20 days (injury) and 60 days (disease)

95 per cent 97 per cent

Percentage of reconsiderations decided within 30 days 95 per cent 96 per cent

Number of reconsideration requests decided 1,102 1,259

Number of AAT appeals received 496 652

1. Serious claims are those claims that reach one week or more of time lost during the reporting period. 2. This measure captures those claims that were initially accepted in the reporting period.

Note: All incidence rates are calculated per 1,000 FTE employees

COMCARE AND SRCC ANNUAL REPORTS 2019-20 189

PART TWO

Recordkeeping and reporting requirements under the Directions

The following table provides details of the recordkeeping requirements outlined in the Directions and is reported in accordance with section 20 of the Directions.

Table 29: Recordkeeping requirements under the Directions

Requirement Number Details

Applications for licence received 2 Ramsay Health Care Australia Pty Ltd (application

received but no decision made in 2019-20).

CEVA Logistics (Australia) Pty Ltd (application subsequently withdrawn)

Refusals to grant licence Nil Nil

Expiry of licence Nil Nil

Suspension of licence Nil Nil

Revocations of licence Nil Nil

Grants of licences, including the scope of the licences and the conditions to which the licences are subject*

Nil licences granted Nil

Nil licences commenced

Nil

41 variations granted due to change in scope or conditions of licence

The following licence notices were varied in relation to definitions, claims manager or prudential requirements:

> Australian Capital Territory > Cleanaway Operations Pty Ltd > Prosegur Australia Pty Ltd Additionally, in 2019-20, the SRCC varied all 38 current licences to incorporate a range of administrative changes and corrections.

Nil licence extensions

Nil

Breaches of licences and preserved licences Nil Nil

*The scope and conditions of licences granted by the SRCC are available on the Federal Register of Legislation.

Further information is available in the ‘Licensing’ section of this report.

190 COMCARE AND SRCC ANNUAL REPORTS 2019-20

COMCARE AND SRCC ANNUAL REPORTS 2019-20 191

GLOSSARY AND INDEX

192 COMCARE AND SRCC ANNUAL REPORTS 2019-20

GLOSSARY

AAT

Administrative Appeals Tribunal - The AAT can, on request, review administrative decisions by most Australian and Australian Capital Territory Government departments and authorities. This includes reviewing reconsideration decisions made by Comcare. Either an employee or an employer may request a review of a decision.

ACT Australian Capital Territory

ACTU Australian Council of Trade Unions

Affirmation rate

Affirmation rate is the percentage of original decisions which were upheld following a request for reconsideration.

ANAO Australian National Audit Office

APS Australian Public Service

APSC Australian Public Service Commission

ARC Act Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005

ATO Australian Taxation Office

Bankwest BWA Group Services Pty Limited

Case manager

Responsible for workplace-based management of an injured employee’s return to work plan, as well as for initiating, coordinating and monitoring the rehabilitation process. The employer is responsible for providing case managers, who are usually employees of the agency.

CEO Chief Executive Officer

Claim

Any claim for compensation, for example, the initial injury claim, claim for payment of medical expenses, or claim for incapacity benefits.

Claims Manager (CM) Claims Managers are employees with a role in managing claims for workers’ compensation - formerly known as Claims Services Officers (CSOs).

Comcare Portfolio Budget Statements (PBS)

Departmental portfolio budget statements provide information on the proposed allocation of funds to achieve government outcomes. They include budget statements for the department as well as agencies working under the department. The statements provide information to assist parliament to understand the purpose of each proposed outcome.

The Comcare Portfolio Budget Statements are contained within the 2019-20 Portfolio Budget Statements for the Department of Jobs and Small Business.

Corporate governance The process by which agencies are directed and controlled. It is generally understood to encompass authority, accountability, stewardship, leadership, direction and control.

COMCARE AND SRCC ANNUAL REPORTS 2019-20 193

Glossary and index

Corporate Plan Comcare Corporate Plans 2018-2022, 2019-2023 and 2020-21

Date of Injury

Date of occurrence (injury), date first sought medical treatment, or first resulted in incapacity or impairment (disease).

Delegation

The written assignment of authority and responsibility to another person to carry out specific activities.

Determination A decision to accept or reject a claim.

Directions Safety, Rehabilitation and Compensation Directions 2019

Disease

From 13 April 2007 any ailment suffered by an employee, or the aggravation of such an ailment, that is contributed to, to a significant degree, by the employee’s employment.

DSSC Deputy Secretaries’ Safety and Compensation Forum

EAP Employee assistance program

EL Executive Level

EPBC Act Environment Protection and Biodiversity Conservation Act 1999

ESD Ecologically sustainable development

FOI Freedom of information

FOI Act Freedom of Information Act 1982

FTE Full-time equivalent, in the context of staffing levels

GP General practitioner

GST Goods and services tax

ICT Information communication technology

IFMH Inter-departmental Forum on Mental Health

Impairment

The loss, the loss of use, or the damage or malfunction, of any bodily system or function or part of such system or function. A permanent impairment is one that is likely to continue indefinitely.

Incapacity A diminished ability to earn.

194 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Incapacity benefit A payment made directly or indirectly, by way of income maintenance.

Injury

Refers to either an injury or disease. An injury can be a physical or mental injury and includes aggravation of a pre-existing ailment.

IPS Information Publication Scheme

KPI Key performance indicator

LCPI Licensee Compliance and Performance Improvement

LCPM

Licence Compliance and Performance Model. The LCPM provides the regulatory framework under which the SRCC monitors and assesses licensee performance and replaced the previous Licensee Improvement Program and Tier Model.

Liability

The effect of a determination, creating a legal obligation to pay compensation under the SRC Act.

Licensed self-insurers A Commonwealth authority or a corporation that is a holder of a licence under Part VIII of the SRC Act.

Licensees Licensed self-insurers

LKPIs Licensee Key Performance Indicators

LMS Comcare Learning Management System

MHCoP Mental Health Community of Practice

MHFA Mental health first aid

NABERS National Australian Built Environment Ratings Scheme

NBN National Broadband Network

OAIC Office of the Australian Information Commissioner

OH&S Occupational health and safety

PCBUs Person Conducting Business or Undertaking

PDP Performance Development Plan

People Plan Comcare’s People Plan

PGPA Act Public Governance, Performance and Accountability Act 2013

COMCARE AND SRCC ANNUAL REPORTS 2019-20 195

Glossary and index

PGPA Rule Public Governance, Performance and Accountability Rule 2014

PICS Parliamentary Injury Compensation Scheme

Premium

A contribution made to Comcare in respect of the estimated costs of a customer agency’s workers’ compensation costs for a given financial year. It is based on fully funded principles and is designed to be responsive to the employing agency’s claims experience.

Premium claim

Claim with a date of injury after the introduction of Comcare’s premium system on l July 1989. Also referred to as an ‘insured’ claim.

Premium paying employers Commonwealth departments, agencies and the ACT Government who pay a workers’ compensation premium under the Safety, Rehabilitation and Compensation Act 1988.

Premium rate

The rate, expressed as a percentage of wage/salary dollar, which, when multiplied by the estimate of wage/salary, will provide the premium payable by that agency.

Pre-premium claim

Claim with a date of injury before the introduction of Comcare’s premium system on l July 1989. These claims and the resultant expenditure may also be called ‘uninsured’.

Privacy Act Privacy Act 1988

Provider

Person or organisation providing medical, rehabilitation or health services in relation to a work-related injury or disease.

Public Service Act Public Service Act 1999

Reconsideration

An employee or employer, who is dissatisfied with a decision made under the SRC Act, may ask for that decision to be reviewed by an officer not involved in the making of the decision in question. The result of such a review is called a reviewable decision.

Rehabilitation

A managed process involving early intervention with appropriate, adequate and timely services based on injured worker’s assessed needs.

RPF Regulator Performance Framework

RTW Return to work

Seacare Authority The Seafarers Safety, Rehabilitation and Compensation Authority

Seafarers Act Seafarers Rehabilitation and Compensation Act 1992

Serious claims Those claims that reach one week or more of time lost during the reporting period

SES Senior Executive Service

196 COMCARE AND SRCC ANNUAL REPORTS 2019-20

SRC Act

Safety, Rehabilitation and Compensation Act 1988 - the legislation which established Comcare and defines how the workers’ compensation function is to be administered for the Australian and ACT Governments and a corporation that is a holder of a licence under Part VIII of the SRC Act.

SRCC Safety, Rehabilitation and Compensation Commission. See also ‘The Commission’.

TASC Telecommunications Asbestos Safety Compliance

The Commission

Safety, Rehabilitation and Compensation Commission - responsible for issuing licences for self-insurance and claims management, it has functions under the SRC Act and WHS Act. Until 1992 it was referred to as the Commission for the Safety, Rehabilitation and Compensation of Commonwealth Employees.

The scheme The Comcare scheme

WHS Work health and safety

WHS Act Work Health and Safety Act 2011

WRP Workplace rehabilitation provider

COMCARE AND SRCC ANNUAL REPORTS 2019-20 197

Glossary and index

ALPHABETICAL INDEX

A Adeney, Yvette 26

Administrative Appeals Tribunal (AAT) applications to 38, 68

improving management of AAT matters 69

independent review by 20, 21

Aka, Seyhan 26

Anderson, Jody 175, 176, 177

appeals 20-1

asbestos claims 13, 14, 35, 53

Telecommunications Asbestos Safety Compliance (TASC) 57

Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005 12, 13 functions under 13, 14

audit Committee 77, 79-81

external 83-4

freedom of information 83

internal 77

remuneration of auditors 147

Audit and Risk Committee 77, 79-81

Australian Public Service (APS) Employee Census delayed due to COVID-19 pandemic 67, 68

B Baxter, Michelle 175, 176

Bekis, Natalie 23, 25

Bell, Elizabeth 26

better practice see driving innovation and better practice Beyond Blue 5, 44, 45

Blucher, Anthony 26

bushfires 5, 42

198 COMCARE AND SRCC ANNUAL REPORTS 2019-20

C CEO’s review 4-7

claims asbestos 13, 14, 35, 53

insurer role 15

management 15, 16

reconsiderations and appeals 20-1

workers’ compensation 91

Claims Litigation Strategy 2020-2023 6, 68, 69

claims management 15, 16

Claims Management employees 6

Claims Managers Forum, virtual 6, 64-5

client satisfaction 52, 67, 69

Collaborative Partnership for Work Participation 43

Comcare Learning Management System (LMS) 41, 48, 49

Comcare National Conference and Awards 42

Comcare National Work Health Safety Forums 42

Comcare office locations 28

Comcare Research Plan towards 2022 10, 43

Comcare role 4, 14-17

Comcare scheme 4, 12-29

coverage 17-18

employees 4

governing legislation 13

management 16

overview 12, 15

performance 10, 19, 32-70

purposes 4, 7, 12

Commission see Safety, Rehabilitation and Compensation Commission (SRCC) Commonwealth average premium rates 10

Commonwealth Fraud Control Framework 2017 76

Commonwealth Ombudsman inquiries 84

complaints COVID-19 related 56

privacy 84

compliance index 163-6

consultation with stakeholders (SRCC) 172, 174

COMCARE AND SRCC ANNUAL REPORTS 2019-20 199

Glossary and index

continuance rates 92

Corporate Group Satisfaction Survey 67, 69

Corporate Plan 2020-2021 7, 74-5

Portfolio Budget Statements and 39

results summary 33-40

corrections to previous annual report 167

COVID-19 pandemic 5, 6

APS Employee Census delayed 67, 68

complaints related to 56

response 42

risk-led regulatory approach during 56

SRCC engagement during 179

webinar 42

D data quality assurance 16

Deputy Secretaries’ Safety and Compensation Forum (DSSC) 42

driving innovation and better practice 12, 13

analysis of performance against strategic priority 44-50

education 41-2

national cross-sector collaboration 43

PBS component 39

performance results 33, 39, 41-50

purpose 12, 41

strategic priority 12, 41-50

strategic research 43

Duke, Michael 23, 25, 26

200 COMCARE AND SRCC ANNUAL REPORTS 2019-20

E early intervention program 90

Early Intervention Services pilot 41, 46-7

Eaton, Chloe 26

ecologically sustainable development (ESD) 160-2

education 41, 48, 49

effective national regulator 12, 15

analysis of performance against strategic priority 55-60

PBS component 39

performance results 35, 39, 54-60

proactive regulatory approach 54

prosecutions 58-60

purpose 12, 54

risk-led regulatory approach during pandemic 56

strategic priority 12, 54-60

efficient and effective operations 12, 15

analysis of performance against strategic priority 69-70

performance results 37-8, 40, 67-70

strategic priority 12, 67-70

email marking 42

Employee Assistance Program (EAP) 90

employees 4, 85-8

Flexible Working Policy 5

health and safety initiatives 89

home-based working arrangements 5

mental health first aid training 89

numbers 85-7

People Strategy 2019-2022 70, 85

remuneration 88, 146

work health and safety 89

Employer Awareness Project 43

Employer Mobilisation Project 43

Employer Survey 2020 6

energy consumption 162

Enforcement Committee 76

engagement services 42

Engagement Strategy and Framework 42

environmental performance 160-2

excellence in scheme management and design 12, 16

COMCARE AND SRCC ANNUAL REPORTS 2019-20 201

Glossary and index

analysis of performance against strategic priority 63-6

better practice 61

performance results 36, 40, 61-6

purpose 12, 54

strategic priority 12, 61-6

sustainable schemes 61

Executive Committee 75-6, 78

executive remuneration 88

Executive team 23-6

external audit 83-4

F financial review 93-4

financial statements 97-157

accounting for claims 115-20

accounting judgments and estimates 115

accounting standards 110-14

assets held in trust 155

auditor’s report 98-9

cash flow statement 107

changes in equity 107

comprehensive income 102

contingent assets and liabilities 147

credit risk 151

departmental financial performance 123-8

departmental financial position 129-42

fair value measurement 153

financial instruments 148

financial position 104

funding disclosure 120-2, 143

liquidity risk 152

market risk 152

related party disclosures 146

reporting of outcomes 156

fraud control 76

freedom of information 83

funding disclosure 120-2, 143

funding ratio 6

202 COMCARE AND SRCC ANNUAL REPORTS 2019-20

G Gauld, Trevor 175, 176, 177

glossary 192-6

governance 74-82

governing legislation 13

GP Support Project 43

Graham, Vanessa 23, 24

Guidelines for Rehabilitation Authorities 2019 63

H Hall, Jane 175, 176

Harper, Mark 26

Hudson, Catherine 175, 176

Hudson, Louisa 175, 176, 177

Hughes, Aaron 23, 24, 26

Hughes, Kate 79, 81

Hughes, Peter 80, 82

I incapacity durations 92

information and communication technology (ICT) 160

ICT Strategy 70, 161

information management 161

Information Publication Scheme (IPS) 83

infringement notices 58

innovation see driving innovation and better practice Inspectorate compliance and enforcement activities 57

insurance claims see claims premium scheme 94

role see workers’ compensation insurer Inter-departmental Forum on Mental Health (IFMH) 42

internal audit 77

Investment Committee 76

COMCARE AND SRCC ANNUAL REPORTS 2019-20 203

Glossary and index

J Johnston, Amanda 176

L Lead Indicators Mentoring Program 41, 50

leading workers’ compensation insurer 12

analysis of performance against strategic priority 53

asbestos claims 35, 53

performance results 34, 39, 41-5

purpose 12, 51

return to work 20, 51

satisfaction levels 52

Learning Management System (LMS) 41, 48, 49

letter of transmittal Comcare annual report 3

SRCC annual report 171

Licensee Compliance and Performance Improvement (LCPI) report 184

Licence Compliance and Performance Model (LCPM) continuous improvement 183-5

COVID-19, during 184

licensee performance 185

operation of 183-5

licensed self-insurers 14, 194

Licensee Key Performance Indicators (LKPI) 183

licensee performance against 185, 188

reporting of 185

Licensee Liaison Forums 65

licensing (SRCC) 180-9

compliance and performance model 182-5

licence conditions 182

licence types 180

licensee data 186-8

licensee performance 182, 185, 188

performance standards 182

record-keeping and reporting 189

Litigation Strategy 2020-2023 6, 68

204 COMCARE AND SRCC ANNUAL REPORTS 2019-20

M meetings (SRCC) attendance 176

licensees and affiliated unions, with 173

mental health 44-6, 89

first aid training 89

NewAccess program 5, 41, 44

preventative approach 45

Workplace Mental Health Strategy 41, 48

Mental Health Community of Practice (MHCoP) 42

Mental Health Contact Officer network 89

Mental Health First Aid Australia Skilled Workplaces Initiative 89

Mentoring Program 41, 50

Military Rehabilitation and Compensation Act 2004 responsibilities under 14

Moore, Lyndall 26

N Napier, Justin 23, 26

National Australian Built Environment Rating System (NABERS) Energy Tenancy rating 160 national cross-sector collaboration 43

National Health and Safety Committee 76

National Safe Work Month 42

National Work Health and Safety Forums 42

national work health and safety regulator 12, 15

PBS component 39

performance results 35, 39, 54-60

prosecutions 58-60

purpose and priorities 12

role 15

strategic priority 12, 54-60

NewAccess workplaces pilot program 5, 41, 44-5

Newman, Lisa 175, 176

Noonan, Kevin 80, 81

notifiable incidents 22, 57, 91

COMCARE AND SRCC ANNUAL REPORTS 2019-20 205

Glossary and index

O O’Dwyer, Hon Kelly office locations 28

Office of the Australian Information Commissioner (OAIC) 83

Ombudsman inquiries 84

organisational purpose 4, 7, 12

organisational structure 27

P Parliamentary Entitlements Act 1990 12, 13

Parliamentary Injury Compensation Scheme (PICS) 12, 13

responsibilities under 14

People Committee 76

People Strategy 2019-2022 70, 85

performance 10, 19, 32-70

Corporate Plan purposes 33-40

environment and ESD 160-2

highlights 10

measures and targets 7

PBS components 39-40

results 32-70

strategic priorities 41-70

Performance Development Plans (PDPs) 7

Porter, Hon Christian 2, 170, 174

Portfolio Budget Statements (PBS) 39, 75

Corporate Plan and 39

Portfolio Management Board 76

premium scheme 94

prevention focused information 41, 50

Privacy Committee 76

privacy complaints 84

prosecutions 58-60

Cleanaway Operations Pty Ltd 60

Commonwealth Scientific and Industrial Research Organisation (CSIRO) 59

Department of Defence 58, 59

Department of Environment and Energy 60

John Holland Group Pty Ltd 58

206 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Lendlease Building Contractors Pty Ltd 59

Linfox Australia Pty Ltd 60

Public Governance, Performance and Accountability Rule 2014 76

R reconsiderations 20-1

record-keeping, licensees 189

recycling 161

Regulation of Self-Insured Licensees sub-committee 177

regulator role see national work health and safety regulator Regulatory Operations group 5

rehabilitation 20

remuneration 88, 146

return to work 20, 51, 61

Return to Work Survey 61

risk management 77-8

WHS risk management guidance 90

Roberts, Tom 175, 176

Robotis, Thea 26

roles of Comcare 14-17

S Safe Work Australia 5, 42, 52, 56

Safety, Rehabilitation and Compensation Act 1988 (SRC Act) 12, 13

functions under 13

performance highlights 10

scheme coverage under 18

Safety, Rehabilitation and Compensation Commission (SRCC) accountabilities 175

annual report 169-89

Chairperson’s review 172-3

Code of Conduct 178

Comcare support 13, 16, 17, 62

decision-making 177

delegations 178

directions 177

establishment 13

functions 17, 172, 174

COMCARE AND SRCC ANNUAL REPORTS 2019-20 207

Glossary and index

guidelines 177

licensing 180-9

meetings 173, 176

membership 175

operation 176

priorities 172

record-keeping and reporting 189

Regulator Performance Framework (RPF) 173

responsible Minister 170, 174

role 174

self-insurance 173

stakeholder engagement 179

strategic risk register 173

sub-committees 177

Safety, Rehabilitation and Compensation (Defence-Related) Act 1988 responsibilities under 14

scheme design and management 12, 16

PBS component 39

performance results 36, 40, 61-6

purpose 12, 54

strategic priority 12, 61-6

Scheme Policy and Design 6

Seafarers Safety, Rehabilitation and Compensation Authority (Seacare Authority) Comcare support 16-17, 62, 65

Safety Net Fund 65

Seacare scheme administration 16, 65

Security Committee 76

Somogyi, Stephen 175, 176

staff see employees stakeholder engagement (SRCC) 179

strategic planning 74-5

strategic priorities 7, 12

driving innovation and better practice 41-50

effective national regulator 54-60

efficient and effective operations 67-70

excellence in scheme management and design 61-6

leading workers’ compensation insurer 51-3

performance results 41-70

strategic research 43

208 COMCARE AND SRCC ANNUAL REPORTS 2019-20

Strategic Risk Register 78, 173

Swainson, Matthew 23, 25

T technology equipment upgrade 161

Telecommunications Asbestos Safety Compliance (TASC) 57

training mental health first aid 89

work health and safety 90

V Vilgan, Rosemary 171, 172, 175, 176, 177

virtual Claims Managers Forum 6, 64-5

W waste and recycling 161

website 6, 42, 63

Weston, Susan 3, 4, 23, 32

WHS Team Talk program 90

Woolmer, Lisa 79, 81

work health and safety early intervention 41, 46-7, 90

initiatives 89

mental health first aid training 89

notifiable incidents 22, 57, 91

risk management guidance 90

Team Talk program 90

training and awareness 90

Work Health and Safety Act 2011(WHS Act) 12

Comcare functions under 13, 14

performance highlights 10

prosecutions under 58-60

scheme coverage under 18

SRCC functions under 174

workers’ compensation claims 91

accounting for 115-20

COMCARE AND SRCC ANNUAL REPORTS 2019-20 209

Glossary and index

workers’ compensation insurer 12, 14, 15

PBS component 39

performance results 34, 39, 51-3

purpose 12, 51

strategic priority 12, 51-3

workplace incidents 22, 57, 91

Workplace Mental Health Strategy 41, 48

workplace rehabilitation providers (WRP) approvals 6

streamlined application process 6, 66

workgroup inspections 90

Y year in review 5

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