Long Doc Template

Online Dispute Resolution Service Application

User Guide

Contents 2

1. Introduction 3

What is the purpose of this guide? 3

The Dispute Resolution Services portal 3

Before you lodge a DRS application 3

How do you lodge a DRS application online? 3

Once you’ve completed and lodged your DRS application 4

2. Register an account with Service NSW 5

2.1 To create a new account with Service NSW 5

2.2 For an existing account with Service NSW 8

3. Dispute Resolution Services portal 9

3.1 Navigation 9

3.2 Enter claim details 11

3.3 Enter dispute details 13

3.4 Upload supporting documents 14

3.5 Confirmation details 15

3.6 Confirmation submission and application submitted 16

4. My applications 17

4.1 My application page 17

4.2 My cases page 18

1. Introduction

What is the purpose of this guide?

This guide will provide you with instructions on how to use the Dispute Resolution Services portal and background information you will need before you lodge a Dispute Resolution Service (DRS) application online.

The Dispute Resolution Services portal

It’s quick and simple to lodge a DRS application using the Dispute Resolution Services portal. The portal allows you to log in and get updates, and follow the progress of your application through to completion.

Before you lodge a DRS application

· Confirm whether your accident happened on or after 1 December 2017.

· Have you had an Insurer Internal Review (IIR)? You are to request an IIR with the insurer before you can bring the dispute to us to resolve. If you are not sure whether your dispute needs to go to an IIR first, call CTP Assist on 1300656919 or refer to Fact Sheet: ‘List of dispute types and subtypes’ on our website which details the dispute types and those that require an IIR.

· Your claim number – you will need to enter your claim number (this is the number your insurer gave you) into the Dispute Resolution Services portal.

· Determine your dispute type(s):

- Merit Reviews – about weekly benefit payments, treatment and care, and other related disputes

- Medical Assessments – about permanent impairment, earning capacity, minor injury, and other related disputes

- Claims Assessments – about damages, and other related disputes

- Miscellaneous Claims Assessments – any other miscellaneous disputes

How do you lodge a DRS application online?

1. Register an accountwithService NSW. To register an account, visit the Service NSW website.

2. Add the ‘SIRA portal’ service to your Service NSW dashboard.

3. Enter the ‘SIRA portal’ using your Service NSW dashboard.

4. Complete the DRS Application providingas much detail about your dispute as possible, including when the decision of the insurer was made, what parts of the decision you disagree with, and what you would like the decision to be.

5. Upload any documents you want to rely on, such as the original decision.

Once you’ve completed and lodged your DRS application

Once you have lodged your online application you will receive a:

1. Notification and Reply: A notification with instructions will be sent to all parties to acknowledge that a DRS Application has been lodged. The notification will also request the insurer provide a reply.

2. Request for Information: A Dispute Resolution Officer (DRO) will contact the parties in dispute and may request additional information. The DRO will be your contact for the dispute resolution process. You will be given their contact details and a DRS application number.

3. Resolution: The DRO will assist the parties in clarifying and resolving the dispute directly between the parties.

4. Determination: If no resolution can be reached between the parties, an independent DRS decision maker will be appointed to provide a legally binding decision.

2. Register an account with Service NSW

2.1 To create a new account with Service NSW

Instruction / Portal screen /
Before you can use the online Dispute Resolution Services portal, you are required to register an account with Service NSW (SNSW). From the Dispute Resolution Service website:
1. Click Register an account with Service NSW. /
Enter the following:
1. Your email address
2. Create password
3. Confirm password /
1. Click to agree to the Terms and Conditions
2. Tick the box to confirm you are not a robot
3. Click Next /
To activate your account, enter the security code sent to your email address
1. Enter six digit security code
2. Click create account /
Select a document to verify your identity
1. Select one document from the list to verify your identity /
Enter details and tick to have identity document checked with the insurer. Agree to have your details shared with SIRA and click Next. /
Your account will be linked to SIRA and you will be redirected to SIRA. /

2.2 For an existing account with Service NSW

If you have an existing account with Service NSW, go to My Services from the Service NSW website and select the SIRA portal.

3. Dispute Resolution Services portal

3.1 Navigation

Navigation / Enter claim details / Enter dispute details / Upload supporting documents / Confirmation details / Confirm submission / Application submitted
Instruction / Portal screen /
1. Enter your Email and Password
2. Click Log in
3. If you have forgotten your password, click on Forgot your password? to reset your password
4. Click SNSW to visit the Service NSW website or Facebook to log in to the portal with your Facebook credentials.
5. Note: you will need to create an account with SNSW before you can log in to the Dispute Resolution Services portal. /
This is your landing page.
1. Click the Home icon to return to your Home screen from any page
2. Go to My Applications to view the applications you have submitted
3. If there are tasks assigned to you can view them in My Cases
4. You can contact DRS at any time by clicking Contact Us
5. Click the bell icon to receive, view and action your notifications
6. From here you can access your home page, your profile or log out. /
1. Click on the Back button to navigate back one page
2. Claim details are entered here (shown on next page).
3. The side panel numbers indicate which page of the application process you are currently on
4. The side panel help text provides useful information regarding the page you are on with a contact number if you need assistance. /

3.2 Enter claim details

Navigation / Enter claim details / Enter dispute details / Upload supporting documents / Confirmation details / Confirm submission / Application submitted
Instruction / Portal screen /
Click Lodge an application. /
1. Select if you are a claimant or a personal representative
2. Select the insurer managing your claim from the dropdown
3. Enter your claim number.
Note: if a personal representative is managing your dispute, they will be required to enter your (claimant) details. /
1. Once your claim number has been entered (above) your claim details will display. Click Modify my search if you need to change your claim details
2. Edit details allows you to change the claim details
3. Enter claimant details.
Note: Claimant name is not editable; this information is uploaded from SNSW and can only be edited through the SNSW website. /
Here you can specify any language or disability requirements
1. If you are representing the claimant – specify how
2. Check the Declaration box
3. Save your form here
4. Click Next. /

3.3 Enter dispute details

Navigation / Enter claim details / Enter dispute details / Upload supporting documents / Confirmation details / Confirm submission / Application submitted
Instruction / Portal screen /
1. The details of each dispute are kept under the blue banner, labelled with the auto-generated dispute number. You can collapse the details by clicking the - button, and expand by clicking the + button
2. Select your dispute type
3. Enter dispute details
4. You can remove the dispute you have entered by clicking Remove dispute
5. You can Add an additional dispute. /
1. Enter further details about your dispute
2. If you have unique circumstances you believe DRS should be aware of, enter them here. /

3.4 Upload supporting documents

Navigation / Enter claim details / Enter dispute details / Upload supporting documents / Confirmation details / Confirm submission / Application submitted
Instruction / Portal screen /
1. Choose files to upload
2. The name of your uploaded document/s appear
3. Upload status displays
4. It is optional to enter a description for each document you upload
5. The document can be removed by clicking the bin icon.
6. Click Upload to upload document/s
Note: the upload button must be pressed for the documents to be attached to the application. /

3.5 Confirmation details

Navigation / Enter claim details / Enter dispute details / Upload supporting documents / Confirmation details / Confirm submission / Application submitted
Instruction / Portal screen /
This page summarises the information that you have provided from the application.
You can click the edit button beside each section heading to be navigated back to that page where you can make necessary adjustments.
By clicking the submit button you will be prompted to confirm submission. /

3.6 Confirmation submission and application submitted

Navigation / Enter claim details / Enter dispute details / Upload supporting documents / Confirmation details / Confirm submission / Application submitted
Instruction / Portal screen /
1. Click Confirm to submit your application or Cancel if you do not wish to submit
2. Your application number is displayed
3. You can navigate to My Applications page where you can view the current and any previous applications you have lodged. /

4. My applications

4.1 My application page

Instruction / Portal screen /
1. Your application number is displayed
2. Contact name of your Dispute Resolution Officer and email address is displayed
3. Click here to contact DRS
4. You have the option to Withdraw your application
5. You can track the progress of your application
6. Confirmation of application received.
You can hover on the progress of your application, in this instance, Application, to view more information. /
1. The Application details tab allows you to view your application details
2. The Insurer reply tab allows you to view the insurer replies
3. View Disputes lodged by you that are pending with the decision maker
4. Determination displays the decision documents provided by the decision maker
5. Expand all expands all blue banners at once. /

4.2 My cases page

Instruction / Portal screen /
The My Cases page is specifically about tasks that are assigned to you.
1. The My Cases page allows you to track and manage tasks assigned to you
2. You can change list views to track a specific type of task
3. You can click on a case action item to view its details and action tasks for example request for additional information
4. You can refresh and update the table by clicking here. /

State Insurance Regulatory Authority 3

Disclaimer

This publication may contain information that relates to the regulation of workers compensation insurance, motor accident third party (CTP) insurance and home building compensation in NSW. It may include details of some of your obligations under the various schemes that the State Insurance Regulatory Authority (SIRA) administers.

However to ensure you comply with your legal obligations you must refer to the appropriate legislation as currently in force. Up to date legislation can be found at the NSW Legislation website legislation.nsw.gov.au

This publication does not represent a comprehensive statement of the law as it applies to particular problems or to individuals, or as a substitute for legal advice. You should seek independent legal advice if you need assistance on the application of the law to your situation.

This material may be displayed, printed and reproduced without amendment for personal, in-house or
non-commercial use.

Motor Accidents Insurance Regulation, Level 6, McKell Building, 2-24 Rawson Place, Sydney NSW 2000

General phone enquiries 1300 137 131 or Claims Advisory Service 1300 656 919

Website www.sira.nsw.gov.au