Internal procedure documents for Comcare's complaint handling process

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The release comprises Comcare's internal Complaints Handling Framework (version 0.2, approved 4 November 2022, with a review date of October 2023) and associated process material. It sets out the scope of complaints covered, including those about self-insured licensees, externally managed claims, independent medical examinations and Comcare staff, and lists matters excluded and referred elsewhere, such as statutory review requests, privacy breaches and fraud allegations. The framework describes the complaint lifecycle (acknowledge, review, plan, assess, respond, follow up, learn), flow charts, and roles and responsibilities. It also includes a CARS user guide for recording complaints, covering case types, origin channels, priority, complexity and resolution categories, and delegated claims management complaint steps. No specific employer, workplace or incident is named, and no claim counts, costs or processing times are disclosed. The excerpt does not show the access decision or any exemptions applied.