A Comprehensive Guide to WorkCover Queensland Psychological Injury Support in 2024

If you currently work in Queensland and have incurred a work-related psychological or mental injury, you may be eligible to claim WorkCover benefits, compensation, or support. However, the process of accessing support for these services is often complex and challenging to navigate, particularly for those who are seeking support for the first time.

In this article, we will outline a comprehensive guide to WorkCover Queensland and provide details on how you can best manage your workplace psychological injury to help make your recovery a little bit easier. Follow the step-by-step process outlined in our guide to ensure that you do not overlook anything so that you can access the support you need.

Table of contents

• What is WorkCover Queensland?

• What are mental and psychological injuries?

• Common triggers of psychological injuries under WorkCover Queensland

• Am I eligible to make a workers’ compensation claim for a psychological injury?

• Can I claim for a psychological injury?

• Do I need to provide evidence to make a mental injury claim?

• Who administers Queensland's workers' compensation policy?

• Are there time limits for mental injury claims?

• How do I make a WorkCover Queensland claim for a psychological injury?

• Claims assessment and determination

• Can I access psychology support during the assessment period?

• What happens after my psychological injury claim is approved?

• Where can I find a WorkCover Queensland Psychologist?

• Access additional mental health support

What is WorkCover Queensland?

WorkCover Queensland is a workers' compensation scheme established and funded by the Queensland Government. It serves as the workers' compensation insurer for a majority of workers in Queensland. WorkCover Queensland provides eligible workers support, including access to psychological services, to assist employees in their recovery from workplace or work-related injuries. Injuries sustained can occur while travelling to, from, and between work and while performing work-related duties outside of their usual work site.

If you currently work in Queensland, please note that all Queensland employers must have a workers' compensation policy unless they are self-insured. This policy is generally taken with WorkCover Queensland. If your employer is self-insured (or group-insured) the process set out below varies according to the workers' compensation policy established by your employer. Self-insurers generally at a minimum have 2,000 employees. You can find a list of self-insurers here.

What are mental and psychological injuries?

Injuries sustained at work are not limited to purely physical injuries. Often some circumstances mean that employees or workers incur a psychological injury. In Queensland, workers have the legal right to a safe and healthy work environment. As such, where an employer’s negligence results in harm regardless of whether this harm is physical or psychological, employees have a right to support.

This means that if you are diagnosed with a psychological or mental injury, or psychiatric disorder because of your job, you may be eligible to claim workers’ compensation under WorkCover Queensland. A claim for psychological injury may also be classified by a medical professional as a mental health or work stress claim. In the eyes of WorkCover Queensland, these claims are the same with the only difference being the type of disorder.

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Work-related stress alone is unlikely to be considered a psychological injury.

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Please note that job stress alone would not qualify as a workers' compensation claim. Recently, court findings outlined that everyone experiences work-related stress occasionally, and as such, it alone cannot be considered a psychological injury.

Examples of psychological or mental health disorders include:

• PTSD

• Adjustment disorder

• Depression

• Anxiety disorders

• Bipolar affective disorder

• Dissociative disorder

• Schizophrenia

• Psychosis

Working with an experienced WorkCover Queensland Psychologist can help with understanding the scope of the injury and aid in the provision of ongoing support.

Get started with a WorkCover Queensland Psychologist

Common triggers of psychological injuries under WorkCover Queensland

There are several incidents or actions that have resulted in successful workers' compensation claims in Queensland for mental health injuries. These injuries include:

• Harassment or bullying from management, colleagues or clients

• Negligent or toxic managers

• Long work hours

• Incomplete or insufficient onboarding and training

• Undefined job descriptions

• Traumatic event(s) occurring at work

• Breach of WHS standards

• Imbalanced workplace policies or procedures

Read more about work-related issues from our collection.

A Queensland-approved General Practitioner together with a WorkCover Queensland Psychologist can help you understand your psychological injury. Symptoms of these injuries can include anger, blurred thinking, social withdrawal, and fatigue.

Am I eligible to make a workers’ compensation claim for a psychological injury?

You will be eligible to make a Workers' Compensation Claim from your employer if you are:

• Full-time employee

• Part-time employee

• Casual worker

• A subcontractor

This claim process can only commence once you have been diagnosed with a mental or psychological injury, and your job is a significant contributing factor to the diagnosis. Please note that having an existing psychological condition does not prevent you from accessing support. You may still have a successful psychological injury claim if your diagnosis worsens due to your work.

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…having an existing psychological condition does not preclude you from accessing support

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Meet the eligibility criteria? Start your WorkCover Queensland psychology sessions today.

Can I claim for a psychological injury?

To be eligible for a workers’ compensation claim in Queensland, you must ensure they satisfy the criteria set out in the Workers Compensation and Rehabilitation Act 2003. WorkCover Queensland will consider the following questions when you make a claim:

• Has the claim been lodged within the statutory timeframe?

• Was the worker employed by the employer when they sustained the work-related injury?

• Is the worker actually considered to be a worker (as defined in the legislation)?

• Was the workers’ job a significant contributing factor to their injury?

Do I need to provide evidence to make a mental injury claim?

Successful mental health injury claims in WorkCover Queensland come off the back of compelling medical evidence. With the support of your treating GP and a WorkCover Queensland Psychologist or mental health therapists who assist with diagnosing and treating your condition, a strong claim can be built. WorkCover Queensland tends to provide more weight to a psychological or psychiatric assessment than one from a general practitioner.

Collecting this supporting information is dependent on you as you are the one bringing the claim forward.

Who administers Queensland's workers' compensation policy?

Regardless of which workers' compensation policy your employer has chosen (e.g. WorkCover Queensland or through self-insurance), once you have lodged your workers' compensation claim, you will generally be allocated a Case Manager or Customer Representative. The Case Manager will be the point of contact for all communication for yourself, your doctors, psychologists and any additional support. If you

The role of a Case Manager will be to assist in the rehabilitation and return to work of employees who sustain physical or mental injuries at work. At their core, a Case Manager aims to process and assess claims, collect information and ultimately determine whether support is to be provided. This determination is a continuous process meaning that an approved claim can ultimately be terminated if the Case Manager deems it necessary.

Are you a Case Manager? Refer employees to Talked today.

Are there time limits for mental injury claims?

WorkCover Queensland has strict timeframes for the lodgement of mental health claims. This is generally within six (6) months and there are minimal circumstances that allow an extension to the timeframe. There are also rare circumstances where WorkCover Queensland will wait this timeframe for psychological injury claims.

How do I make a WorkCover Queensland claim for a Psychological Injury?

The WorkCover Queensland claiming process is relatively straightforward, provided that you follow the following steps. WorkCover Queensland requires injured workers seeking to make a psychological injury claim to fill in and submit a claim form.

To put yourself in the best position to submit a successful Workers’ Compensation Claim in Queensland, completing the below steps can assist.

Step 1 – Seek medical support

Regardless of whether your injury is physical, psychological or both, it is important to seek treatment from a general practitioner (if possible, one who specialises in workers' compensation claims) about your work-related injuries. If you are looking for a GP who has this expertise, you can reach out to our WorkCover Queensland partner GP.

Your treating GP will generally issue you a Work Capacity Certificate (if not, we recommend that you request your GP prepare one). This Work Capacity Certificate will be important in the submission process as well as to assist with communication with your employer. A copy of an example Work Capacity Certificate can be found here.

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During the WorkCover Queensland claiming process, some medical costs will be covered by the scheme.

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The Work Capacity Certificate will include details about:

• The injury that you have sustained

• A proposed treatment plan

• The capacity that you have for work

• Your current functional ability

• A proposed return to work plan, including any workplace modifications that may be necessary.

If you have experienced a psychological injury, and your doctor has made a consistent finding, your GP can make an initial recommendation of up to five (5) sessions with a qualified WorkCover Queensland psychologist. Note that you will only be able to access these initial sessions once your Case Manager has approved your claim.

In addition to these recommendation sessions, you can access one fully funded psychological support during the WorkCover Queensland assessment period, regardless of the outcome of your claim. You can read more on how to access this support below.

Step 2 – Inform your employer of the incident

This step may be made concurrently with Step 1 as there are time limits to making a workers’ compensation claim in Queensland (generally around 20 days).

All employers are required to have an injury register. By reporting your work-related psychological injury, your employer can maintain an up-to-date record. To assist your employer, they may request you complete an Incident Report. It is important to ensure that you maintain a copy of this report for your records. Note that it is important to be concise, accurate and honest when completing this Incident Report.

Step 3 – Lodge the claim with WorkCover Queensland

Once you have obtained your Work Capacity Certificate from your GP (as outlined in Step 1), you can submit your claim to WorkCover Queensland. This may be completed by:

1. Submitting the claim via the online WorkCover Queensland portal.

2. Calling WorkCover Queensland on 1300 362 128 and speaking with a member of the team.

3. Completing the claim form and either upload it using the WorkCover online service, fax it to 1300 651 387 or post the completed form to GPO Box 2459, Brisbane Qld 4001.

We recommend using the online WorkCover Queensland portal as the lodgment process is relatively straightforward so long as you ensure you have the following details on hand:

• Your personal contact information, fullname and DOB. You will also be asked to provide your email address and mobile number.

• Your employers' details including business name and location.

• The Work Capacity Certificate (see Step 1) provided to you by your GP following your initial consultation.

• Your bank account details. This information is necessary for any compensation payments that will be made by WorkCover Queensland.

• A Tax File Number declaration. This is necessary for time loss claims.

• Details about the injury or illness that you have sustained during the course of work, including any details about how and when the injury happened.

Once you have lodged your claim you will be provided with a claim number which you can use to keep track of the claims process through Worker Assist. Worker Assist is how you can communicate, lodge and provide updates with WorkCover Queensland.

Step 4 – Commence funded treatment

If your claim is successful, your psychology treatment along with any additional support recommended under your Work Capacity Certificate or as determined by your GP and Case Manager will commence.

Additionally, you may be compensated for the lost wages you have incurred because of your injury. Generally, your employer will pay for your first week's compensation afterwards WorkCover Queensland will manage payments afterwards.

Ready to commence psychology treatment? Book a session with a WorkCover Queensland Psychology session today.

Claims assessment and determination

Upon receipt of your workers' compensation claim, the Case Manager allocated to your claim by WorkCover Queensland will assess it to determine whether you are eligible to access paid support and compensation. It generally takes 20 business days for WorkCover Queensland to make this determination.

During the assessment process, the WorkCover Queensland team may contact your employer, doctor, current supports, and any witnesses to your injury.

If the Case Manager determines to approve your claim, you will be eligible to access compensation for your medical expenses, lost wages, and other related expenses. Additionally, you may also be able to access support to help you get back to work through methods such as rehabilitation and retraining. Case Managers can also refer to psychology practices who can offer support.

If the Case Manager determines to not approve your claim, you may be able to appeal the decision.

Can I access psychology support during the assessment period?

Yes, you can access support. WorkCover Queensland understands that where a person believes that they have suffered a psychological injury, accessing support immediately to commence the recovery process. However, note that this psychological support by a registered WorkCover Queensland psychologist will only be sufficient to fund one session.

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Once you have submitted your claim and Work Capacity Certificate to WorkCover Queensland, WorkCover Queensland will fund one psychology session regardless of the claims outcome.

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Access to this funded treatment can only occur once you have lodged your claim with WorkCover Queensland.

This funding can also be for:

• GP appointments

• Psychology or counselling sessions

• Psychiatry appointments

• Medication, such as antidepressants

If it is deemed necessary as part of your return to work, WorkCover Queensland can also support mediation services between a worker and their employer.

Please note that although WorkCover Queensland will endeavour to help support you as an injured worker in your recovery process, they will not cover the following:

• In-patient hospital costs

• Costs related to a hospital stay, such as nursing, or medications received in the hospital

If your claim is ultimately denied by WorkCover Queensland, any additional psychology sessions after the decision has been made will not be funded.

What happens after my psychological injury claim is approved?

If following the assessment and determination process, your WorkCover Queensland Case Manager approves your psychological injury claim, WorkCover Queensland will commence funding your recovery and rehabilitation.

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The recommended psychology sessions outlined in your Work Capacity Certificate will only be funded if they are completed within the timeframe set out by your Case Manager.

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As flagged above in Step 1, if your GP indicates in your Work Capacity Certificate that you have sustained a mental injury during the course of work and make a recommendation for psychology sessions, these sessions will now be funded. The maximum number of initial sessions a GP can recommend is five (5). Your Case Manager will set a time limit on when these funded psychology sessions must be used. This time limit is generally between three (3) to six (6) months. Any remaining sessions after the timeframe will no longer be accessible.

Once you have finished the initial recommended psychology sessions, your WorkCover Queensland psychologist will complete and submit a report to your Case Manager informing them of the next steps. This can include a recommendation for further psychology sessions or a recommendation that you are fit to return to work. If you have been recommended to receive further sessions, the Case Manager will assess the recommendation and make a determination.

Additionally, your Case Manager may request your WorkCover Queensland psychologist to prepare interim reports providing updates on your recovery status.

Start your WorkCover Queensland Psychology support today.

Where can I find a WorkCover Queensland psychologist?

You can access psychology support if you have submitted your claim along with your Work Capacity Certificate to WorkCover Queensland. To access this support you may need to request your GP to provide you with a referral letter to your chosen WorkCover Queensland psychologist. However, finding a psychologist available to help support you may be difficult as 1 in 3 psychologists in Australia do not currently accept new clients. Additionally, not all psychologists are registered with WorkCover Queensland and as such you will not be able to access funded support from them.

Luckily, Talked is a registered WorkCover Queensland psychology provider with several qualified WorkCover Queensland psychologists available in under 24 hours. If you wish to access support from one of our psychologists, we are happy to contact your WorkCover Queensland case manager to seek this approval and provide them with the GP referral.

Our psychologists can assist in your recovery, rehabilitation and ultimately, your return to work. These registered and clinical psychologists have extensive experience in providing services such as:

• Cognitive behavioural therapy

• Dialectical based therapy

• Mindfulness based therapy

Each of these modalities, among others, has been shown to have efficacy in treating psychological conditions such as:

• Anxiety

• Depression

• PTSD

Talked psychologists understand that sustaining a psychological injury at work can make for a significant challenge. The role that a psychologist can play in the recovery process cannot be understated. During the recovery process coping strategies and skills that are developed in the sessions can help with:

• Managing stress

• Time management

• Communication with colleagues and supervisors.

Get started today and reach out to Talked to start accessing psychology support for your mental health injury through your WorkCover Queensland claim.

Access additional mental health support

If you are looking for additional resources to support your recovery, we have outlined several Queensland mental health injury support services that you can access.

• Lifeline 13 11 14 Provides 24-hour crisis counselling, support groups and suicide prevention services.

• Beyond Blue 1300 224 636 Aims to increase awareness of depression and anxiety and reduce stigma.

• Workers’ Psychological Support Service 1800 370 732 A free, confidential and independent service available to Queensland residents who are struggling mentally due to a workplace injury.

• Suicide Call Back Service 1300 659 467 A national 24/7 telehealth provider that offers free professional phone and online counselling for people living in Australia.

• 1300 MH CALL 1300 642 255 A confidential mental health telephone service for Queenslander residents that will connect you to public mental health services available near you.

• QLife (LGBTIQ+) 1800 184 527

• Kids Helpline 1800 55 1800. A free 24/7 online and phone counselling service for teens and young people aged up to 25.

For Aboriginal and Torres Strait Islander peoples

• 13 Yarn Crisis Support 13 92 76 24-hour crisis support for Aboriginal and Torres Strait Islanders.

• Brother to Brother 24-hour crisis line 1800 435 799 Provides phone support for Aboriginal men who need someone to talk to about relationship issues, family violence, parenting, drug and alcohol issues or who are struggling to cope for other reasons.

• WellMob Social, emotional and cultural wellbeing online resources for Aboriginal and Torres Strait Islander People.

• Black Dog Institute offers a list of support services for Aboriginal and Torres Strait Islander peoples.

Domestic and family violence support

• 1800 RESPECT 1800 737 732. 24-hour national domestic, family and sexual violence counselling, information and support service.

Emergency service workers

• National Emergency Worker Support Service Offers free and confidential mental health support for emergency service workers and volunteers (both active and retired).

Employee Assistance Programs

• Many employers offer Employee Assistance Programs (EAPs) as a benefit to their employees. An EAP provides company-supported counselling. Reach out to your employer to explore whether they have an EAP. If not, you may want to recommend them Talked's best-in-class PAYG EAP offering.