Long Doc Template

Online Dispute Resolution Service ApplicationDecember 2017

User Guide

2 DOCUMENT TITLE

Contents

Contents2

1.Introduction3

What is the purpose of this guide?3

The Dispute Resolution Services portal3

Before you lodge a DRS application3

How do you lodge a DRS application online?3

Once youve completed and lodged your DRS application4

2.Register an account with Service NSW5

2.1To create a new account with Service NSW5

2.2For an existing account with Service NSW8

3.Dispute Resolution Services portal9

3.1Navigation9

3.2Enter claim details11

3.3Enter dispute details13

3.4Upload supporting documents14

3.5Confirmation details15

3.6Confirmation submission and application submitted16

4.My applications17

4.1My application page17

4.2My cases page18

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

Its 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?

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

Add the SIRA portal service to your Service NSW dashboard.

Enter the SIRA portal using your Service NSW dashboard.

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.

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

Once youve 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.

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.

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

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

Register an account with Service NSW

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:

Your email address

Create password

Confirm password

1. Click to agree to the Terms and Conditions

Tick the box to confirm you are not a robot

Click Next

To activate your account, enter the security code sent to your email address

1. Enter six digit security code

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.

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.

Dispute Resolution Services portal

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

Click Log in

If you have forgotten your password, click on Forgot your password? to reset your password

Click SNSW to visit the Service NSW website or Facebook to log in to the portal with your Facebook credentials.

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

Go to My Applications to view the applications you have submitted

If there are tasks assigned to you can view them in My Cases

You can contact DRS at any time by clicking Contact Us

Click the bell icon to receive, view and action your notifications

From here you can access your home page, your profile or log out.

1. Click on the Back button to navigate back one page

Claim details are entered here (shown on next page).

The side panel numbers indicate which page of the application process you are currently on

The side panel help text provides useful information regarding the page you are on with a contact number if you need assistance.

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

Select the insurer managing your claim from the dropdown

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

Edit details allows you to change the claim details

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

Check the Declaration box

Save your form here

Click Next.

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

Select your dispute type

Enter dispute details

You can remove the dispute you have entered by clicking Remove dispute

You can Add an additional dispute.

1. Enter further details about your dispute

If you have unique circumstances you believe DRS should be aware of, enter them here.

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

The name of your uploaded document/s appear

Upload status displays

It is optional to enter a description for each document you upload

The document can be removed by clicking the bin icon.

Click Upload to upload document/s

Note: the upload button must be pressed for the documents to be attached to the application.

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 bu