Our philosophy
Our organisational values of commitment, compassion and connection define our culture and guide our decisions and approach to delivering client-centred outcomes.
Our clients are at the heart of everything that we do.
We treat all people who have been injured and need our support with respect, understanding and dignity.
We pride ourselves on getting to know our clients and understanding what matters to them most as an individual. Our focus is on early, proactive intervention and we tailor specific plans in a holistic way so that services provided are integrated and complementary.
We uphold high ethical and professional standards in our approach to common law claims.
Our client service
Our goal is to maximise the recovery and everyday life through quality client service and focusing on what matters most to our clients as individuals.
When making decisions about treatment and services the MAIB can pay for, we must follow the Motor Accidents (Liabilities and Compensation) Act 1973.
We engage with quality providers to deliver services to our clients and make eligible payments promptly. If we are unable to pay for a requested treatment, service or item, we will clearly explain the reasons.
What you can expect
The time following an accident can be difficult. The MAIB cares about what matters most to our clients, we keep our clients informed and we keep things simple.
Through a dedicated team for each client, we are committed to:
- listening to our clients;
- treating our clients as individuals and have empathy for their situation;
- supporting our clients in their recovery;
- being transparent and will explain our decisions;
- responding promptly; and
- being easy to work with by making the complex simple.
When you contact the MAIB you can expect us to:
- Upon receipt of a new claim, we will contact you within five working days to notify you of the status of your claim.
- We will endeavour to answer calls in a timely manner, and if possible, resolve the issue during that call.
- Calls will be returned as soon as possible and always within two whole working days.
- We will identify who you are speaking with.
- Send a full response with five working days of receipt of correspondence, and if a response is not possible a letter of acknowledgement will be sent advising of when a full response will be provided.
- All correspondence will be written in plain English and will address any issues raised.
We will treat all information about clients in strict confidence and ensure that privacy is respected.
How you can help us
We expect and encourage clients to play an active role in their treatment and recovery. This can be achieved by:
- Providing us with accurate information that can help us make decisions about the claim;
- Providing correct contact details and update us of any changes;
- Treat MAIB staff with respect;
- Provide us with feedback so we can continue to improve our service delivery;
- Be open and honest;
- Let us know if there is something you don’t understand;
- Respond to us within advised timeframes; and
- Let us know if something is urgent or time sensitive.
Service Improvement
We are constantly working to improve our service to clients. We actively seek feedback through our annual client satisfaction survey.
Clients can also provide feedback at any time via phone, email, in-person or by using our online form.
Contact us
Contact us
We are available to assist you during our office hours: 8:30am to 5:00pm Monday to Friday.
Contact details:
Level 1, 33 George Street
Launceston Tasmania
(03) 6336 4800 or 1800 006 224 (toll free)
info@maib.tas.gov.au
maib.tas.gov.au
PO Box 590
Launceston Tasmania 7250
Complaints process
If you have encountered a service which does not meet with acceptable standards, the MAIB would like to hear from you. We are committed to a timely and fair resolution of formal complaints and will ensure your complaint is taken seriously.
A good place to start is to speak with a Claims Officer who will work with you to resolve your concerns. If you remain dissatisfied, you can ask to speak to a Team Leader.
If you would like to take your complaint further, you can make a verbal or written complaint to the Complaints Officer by calling (03) 6336 4800 or in writing to:
Complaints Officer
MAIB
PO Box 590
Launceston TASMANIA 7250
Or email: info@maib.tas.gov.au
If you have made a complaint, every endeavour will be made to contact you within two working days of the complaint being received. If a more detailed investigation is necessary, this will be undertaken by either the Complaints Officer or appropriate Manager, who will contact you advising of the result of any investigations within 15 working days of the making of the complaint.
Review of an MAIB Decision:
If you are not satisfied with the decision made by the Complaints Officer or Manager, you can refer the matter to the Chief Operating Officer (COO) for review. The COO will conduct an investigation and provide a response within 15 working days upon receipt of the request for review of the original decision.
Referral to the Ombudsman
If you are unsatisfied with the decision made by the COO, you may refer the matter to the Ombudsman. The contact details for the Ombudsman are as follows:
Office of the Ombudsman
GPO Box 960
Hobart TAS 7001
Free call: 1800 001 170
Email: ombudsman@ombusman.tas.gov.au
Website: www.ombudsman.tas.gov.au