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User Guide

Legal Portal User Guide

2 Legal Portal User Guide

ContentsIntroduction

What can you use the Motor Accident Disputes Legal Portal for? ...........................................................................................................................................3

What are the benefits of using the Motor Accident Disputes Legal Portal? ....................................................................................................................... 3

1. How to Set Up your Computer Before Using the Legal Portal for the First Time .............................................................................................................. 4

1.1 How to adjust your Google Chrome settings ..................................................................................................................................................................... 4

How to adjust your Adobe Acrobat Reader settings ...................................................................................................................................................... 5

2. How to Access the Legal Portal................................................................................................................................................................................................................ 7

2.1 How to Register to Use the Legal Portal .............................................................................................................................................................................. 7

2.2 How to access and log in to the Legal Portal ................................................................................................................................................................... 10

2.3 How to request a password reset ............................................................................................................................................................................................ 11

3. How to Lodge Applications ......................................................................................................................................................... .............................................................11

3.1 How to Lodge a Dispute Application Submission ............................................................................................ ...............................................................13

3.2 How to Lodge Review Applications via the Normal Application Flow .................................................................................................................. 17

3.3 How to Lodge Review Applications via the Determinations tab ............................................................................................................................. 23

3.4 How to Lodge an Application for a Claimant who Already has an Appointed Representative ................................................................. 25

3.5 How to Apply as Appointed Representative for Claimant Under Legal Incapacity ........................................................................................ 29

4. How You are Notified that You have Received an Action or Information ........................................................................................................................... 35

4.1 How to View Bell Notifications ............................................................................................................................................................................................... 35

4.2 How to View Banner Dashboard ............................................................................................................................................................................................36

5. How to Respond to Reply Requests ..................................................................................................................................................................................................... 37

5.1 How to View and Respond to Reply Rquests from the Personal Injury Commission .................................................................................... 37

6. How to Find What You Need .................................................................................................................................................................................................................. 40

6.1 How to Search for Documents ............................................................................................................................................................................................... 40

6.2 How to Search for a Record ......................................................................................................................................................................................................41

6.3 How to User Radio Buttons to Filter Applications and Actions (All, Mine, My Team)....................................................................................42

6.4 How to Select & Edit 'My Team' Members ........................................................................................................................................................................ 44

7. How to Communicate with the Personal Injury Commission and Other Parties ..............................................................................................................45

7.1 How to Use the Communication Tab ...................................................................................................................................................................................45

8. How to Manage Documents .................................................................................................................................................................................................................... 48

8.1 How to Upload Documents ..................................................................................................................................................................................................... 48

8.2 How to Download Documents ............................................................................................................................................................................................... 49

8.3 How to Filter Document List View ....................................................................................................................................................................................... 50

8.4 How to Sort and Bookmark Documents in the Portal.................................................................................................................................................... 51

8.5 How to Use the Online Editor .................................................................................................................................................................................................. 52

9. How to Move Applications Between People .....................................................................................................................................................................................54

9.1 How to View Record Ownership Change Reports .........................................................................................................................................................54

9.2 How to Allocate Applications or Actions from One User to Another .................................................................................................................... 55

10. How to View Outcomes and Decisions................................................................................................................................................................................................56

10.1 How to View the 'Decision Certificate' in the 'Determination Tab' .........................................................................................................................56

10.2 How to View the Outcome of an Appointed Representative Application ........................................................................................................... 58

11. How to Self-Manage your Legal Portal users ................................................................................................................................................................................... 60

11.1 How to Add Users........................................................................................................................................................................................................................ 60

11.2 How to Amend User Details ...................................................................................................................................................................................................... 61

11.3 How to Deactivate Users ...........................................................................................................................................................................................................63

11.4 How to Reactivate a User ......................................................................................................................................................................................................... 66

11.5 How to Reset a User Password ............................................................................................................................................................................................... 67

11.6 How to Know When You You Have Reached a User Licencing Limit ....................................................................................................................68

12. Sharing and Unsharing Matters with Barristers............................................................................................................................................................................... 69

12.1 How to Share an Application with a Barrister ................................................................................................................................................................. 69

12.2 How to Remove a Barrister from an Application ........................................................................................................................................................... 70

The Personal Injury Commission 3

Introduction The Motor Accident Disputes Legal Portal is an online tool that lawyers can use to lodge applications and communicate with the Personal Injury Commission regarding personal injury disputes.

Lawyers representing insurers must use the Motor Accident Disputes Legal Portal for all dispute applications and communications with the Personal Injury Commission.

For lawyers representing claimants, the Motor Accident Disputes Legal Portal is the preferred method for lodging applications and communicating with the Personal Injury Commission.

What can you use the Motor Accident Disputes Legal Portal for?

Lawyers can use the Portal to:

• Lodge dispute applications online on behalf of Claimants or Insurers• Upload and view documents related to applications• Communicate digitally with the Personal Injury Commission• Track progress and receive dispute outcomes in real-time

What are the benefits of using the Motor Accident Disputes Legal Portal?

• The Portal provides a single place to interact with the Personal Injury Commission• All data related to a dispute application is available in one place and digitally accessible• Only need to store a single version of each document• You don’t need to email, post or courier documents to the Personal Injury Commission• More efficient interaction between the Personal Injury Commission and Claimants,

Insurers, Legal Representatives and Decision Makers• More streamlined and timely processing for the parties you represent

Instructions on how to use the Legal Portal are included in this guide.


1.1 How to Adjust your Google Chrome Settings

Steps Screenshot

Step 1:

Open Google Chrome and click on the three dots in the top right-hand corner

Step 2:

Click on ‘Settings’

Step 3:

In Settings, scroll down to find the ‘Privacy and security’ section. Then click ‘Site settings’

Section 1.01 1. How to Set Up Your Computer Before Using the Legal Portal for the First Time


Steps Screenshot

Step 4:

Scroll down and click ‘Pop-ups and redirects.’

Step 5:

At the top turn ‘Blocked’ to ‘Allowed’ by clicking the toggle on the right.

1.2 How to Adjust your Adobe Acrobat Reader Settings

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Step 1:

Open Adobe Acrobat Reader DC and click the ‘Edit’ tab in the top right-hand corner.

Step 2:

At the bottom, click ‘Preferences.’


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Step 3:

A new screen will open. In the categories on the left-hand side, click ‘Security (Enhanced.)’

Step 4:

The turn off ‘Enable Protected Mode at Start Up’ by unchecking the box.

Step 5:

If a warning box pops up, click ‘Yes’ to continue.


2. How to Access the Legal Portal 2.1 How to Register to Use the Legal Portal

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Step 1:

Click ‘Register now’ on the login page.

Step 2:

Review the declaration, select the checkbox and click ‘Next’.

Step 3:

Enter the firm’s name, contact details and address.


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Step 4:

Enter the firm’s postal address, then click ‘Next’.

Note: If the firm’s postal address is the same as the address provided above, select the checkbox to pre-populate the data.

Step 5:

Enter your contact details and legal practising certificate number.

Note: You must have a practising certificate number to complete this application.

Step 6:

If you would like to nominate a non-legal administrator who will be able to manage the lawyers in your firm who can use the portal, select the checkbox and enter their details.

Then click ‘Send request’.

Note: This user will be the registered administrator for the portal but will not receive the same permissions as a legal practitioner.


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Step 7:

You will then receive confirmation your request has been sent.

Step 8:

Once your registration has been approved by the Personal Injury Commission, you will receive a confirmation email.

Click the link in the email to set your password and access the portal.

Step 9:

Complete the two-factor authentication by entering the token sent to your email address.


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Step 10:

Complete the two-factor authentication by entering the token sent to your email address.

Step 11:

You will now be in the Legal Portal.

Note: Bookmark the URL for future reference.

2.2 How to Access and Log in to the Legal Portal

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Step 1:

Using Google Chrome, open the Legal Portal log in page.


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Step 2:

Enter your account email address and password in the boxes provided.

Step 3:

Click ‘Log in.’ You will now be directed straight into the Legal Portal

2.3 How to Request a Password Reset

Steps Screenshot

Step 1:

Using Google Chrome, open the Legal Portal log in page.


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Step 2:

Click ‘Forgot Password?’

Step 3:

Enter your username in the box provided and click ‘Reset.’ A link to reset our password will be sent to your email. Click on the link and follow the prompts.


3. How to Lodge Applications 3.1 How to Lodge a Dispute Application Submission

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Step 1:

Click the ‘Dispute Resolution Services’ tab.

Step 1:

Click ‘Lodge a new application’ from the ‘Home’ tab.

Step 2:

Select when the accident happened.


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Step 3:

Select whether you are lodging the application for the ‘Claimant’ or the ‘Insurer’.

Step 4:

Enter the claimant’s details.

Step 5:

When lodging the application for the claimant, select whether you are submitting the application for someone else because of their legal incapacity.

Step 6:

Enter the managing insurer and claim number, select the terms and conditions text box, then click ‘Find the claim’.


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Step 7:

Review the claim details and click ‘Proceed with claim’ to confirm.

Step 8:

Enter the claim details, claimant contact details, special requirements, your contact details and dispute details.


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Step 9:

Click ‘Drop files here’ or ‘choose file’ to upload any supporting documents.

For a document categorised as an ‘Authorised health practitioner report’, you can search for an authorised health practitioner and select one from the pre-populated dropdown list.


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Step 10:

After uploading, you can download, delete and view more information for each document by clicking the relevant icons.

Step 11:

Review the application, select the declaration checkbox, then click ‘Submit’ to submit the application.

Note: For Non-lawyer legal users, click ‘Save’ to save the application as a draft, then allocate the application to a legal representative.

3.2 How to Lodge Review Applications via the Normal Application Flow

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Step 1:

Click ‘Lodge a new application’ from the ‘Home’ tab.


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Step 2:


Step 3:

Select whether you are lodging the application for the ‘Claimant’ or the ‘Insurer’.

Step 4:

Enter the claimant’s details.

Step 5:

When lodging the application for the claimant, select whether you are submitting the application for someone else because of their legal incapacity.


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Step 6:

Enter the managing insurer and claim number, select the terms and conditions text box, then click ‘Find the claim’.

Step 7:

Review the claim details and click ‘Proceed with claim’ to confirm.


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Step 8:

Enter the claim details, claimant contact details, special requirements and your contact details.

Step 9:

Enter the dispute type as ‘Panel Review of a single merit/medical review’.

Note: A review can only be lodged against ‘Merit review’ or ‘Medical assessment’ disputes.


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Step 10:

Select the dispute you would like to lodge a review for.

Note: Click ‘View Details’ to see more information on the dispute. You can also click ‘View Document’ to view the decision document.

Step 11:

Enter details of the review in the text boxes with the questions ‘What is the error made by the decision maker?’ and ‘How is this material to the outcome of the decision?’. Enter any unique circumstances, if applicable, and click ‘Next’ to proceed.

Step 12:

Drag and ‘Drop files here’ or click the field to ‘choose file’ to upload any supporting documents.

For a document categorised as an ‘Authorised health practitioner report’, you can search for an authorised health practitioner and select one from the pre-populated dropdown list.


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Step 13:

After uploading, you can download, delete and view more information for each document by clicking the relevant icons.

Step 14:

Review and submit the application.

Note: For Non-lawyer legal users, click ‘Save’ to save the review application as a draft, then allocate the review application to a legal representative.

Step 15:

After submission, you can view your application number with a prefix of ‘R’, indicating a review application.


3.3 How to Lodge Review Applications via the Determinations Tab

Steps Screenshot

Step 1:

Click on the finalised application from a list view or through the global search bar.

Step 2:

Click on the ‘Determinations’ tab. Find the decision you would like to review and click ‘Lodge application for review’.

Step 3:

Review the original application and click ‘View Document’ to view the original decision certificate.


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Step 4:

Provide details of the review application in the relevant text boxes and click ‘Drop files here to upload or choose file’ to upload any supporting documentation. Click ‘Next’.

Step 5:

Review the review application.

Step 6:

Select the declaration checkbox and click ‘Submit’.

Note: For Non-lawyer legal users, click ‘Save’ to save the review application as a draft, then allocate the review application to a legal representative.

Step 7:

Click ‘Submit’ to confirm.


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Step 8:

Click ‘View the application’ to view the application in read-only format.

3.4 How to Lodge an Application for a Claimant who already has an Appointed Representative

Steps Screenshot

Step 1:

On your homepage, click 'Lodge a new application'.

Step 2:



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Step 3:

Click 'Claimant' when asked 'I am lodging this application for the…'

Step 4:

Enter the claimant's details.

Step 5:

Click 'Yes' when asked 'Are you submitting the application for someone else because of their legal incapacity?'

Step 6:

Enter the insurer and claim number, select the terms and conditions checkbox and click 'Find the claim'. If you don’t know the claim number or the claim number is not found, click ‘Find the claim’ again to move to the next screen.


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Step 7:

Enter the claim details, claimant contact details, special requirements and applicant contact details. Click 'Next'.

Step 8:

Click 'Yes' when asked 'Does the claimant have an appointed representative?'

Step 9:

If you are the claimant's appointed representative, select 'Yes' when asked 'Are you the claimant's appointed representative?'.

Then click 'Next'


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Step 10:

If you are not the claimant's appointed representative, select 'No' when asked 'Are you the claimant's appointed representative?'.

Then complete the appointed representative's contact details and click 'Next'

Step 11:

Enter dispute details.

Step 12:

List any documents previously provided to the insurer and upload any supporting documents.

Step 13:

Review the application details, select the Declaration checkbox and click 'Submit'.


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Step 14:

Click 'Submit' to confirm submission of the application.

Step 15:

Receive your confirmation notification and click 'View the application' to access a read-only view of the submitted application.

3.5 How to Apply as Appointed Representative for Claimant under Legal Incapacity

Steps Screenshot

Step 1:

On your home page, click 'Lodge a new application'.


Steps Screenshot

Step 2:


Step 3:

Click 'Claimant' when asked 'I am lodging this application for the…'

Step 4:

Enter the claimant's details.


Steps Screenshot

Step 5:

Click 'Yes' when asked 'Are you submitting the application for someone else because of their legal incapacity?'

Step 6:

Enter the insurer and claim number, select the terms and conditions checkbox and click 'Find the claim'. If you don’t know the claim number or the number is not found, click ‘Find the claim’ again to move to the next screen.

Step 7:

Enter the claim details, claimant contact details, special requirements and applicant contact details.

Click 'Next'


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Step 8:

Select 'No, I want to be appointed' when asked 'Does the claimant have an appointed representative?' and select your relationship to the claimant.

Step 9:

Select the claimant's legal incapacity type(s).

Note: You can select more than one legal incapacity type if applicable.

Step 10:

Upload any relevant supporting documents and select the document type.

Note: Multiple documents can be uploaded but this can only be done one at a time.

Step 11:

Review the consent to appointment and click 'Next'.


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Step 12:

Enter dispute details.

Step 13:

List any documents previously provided to the insurer and upload any supporting documents.

Step 14:

Review the application details, select the Declaration checkbox and click 'Submit'.

Step 15:

Click 'Submit' to confirm submission of the application.


Steps Screenshot

Step 16:

Receive your confirmation notification and click 'View the application' to access a read-only view of the submitted application.


4. How you are Notified that you have received an Action or Information 4.1 How to View Bell Notifications

Steps Screenshot

Step 1:

Click the ‘bell’ icon in the top right corner to view any notifications.

Click the ‘bell’ icon again to exit the notifications dropdown.

Click the notification to view more information.

Note: The number of notifications will be presented over the bell icon.

Step 2:

On the notification page, you can view more details of the notification including the application number, the action required and who the action relates to.

It is recommended to copy the application number and paste it in the ‘Global search bar’ to access the application.

Note: The ‘Write a comment’ textbox is a standard notification function in Salesforce. Any comments that are submitted will not be received by any other parties or the Personal Injury Commission Officers.

Step 3:

Click ‘Home’ to return to the Disputes tab.


4.2 How to View the Banner Dashboard

Steps Screenshot

Step 1:

On the ‘Banner Dashboard’, the number of ‘Overdue Actions’, ‘Awaiting Reply’ and ‘Awaiting Additional Information’ requests are calculated.

Note: These are formulae and are not clickable.

Step 2:

On the ‘Banner Dashboard’, the number of ‘Overdue Actions’, ‘Awaiting Reply’ and ‘Awaiting Additional Information’ requests are calculated.

Step 3:

Click on the down arrow to view new list views.

Note: This is available on both the Applications and Actions tabs.


5. How to Respond to Reply Requests 5.1 How to View and Respond to Reply Requests from THE PERSONAL INJURY COMMISSION

Steps Screenshot

Step 1:

You will receive an email upon reply request from the Personal Injury Commission. Click ‘View Request for Reply’ in the email to access the relevant application.

Step 2:

Click the ‘Actions’ tab, then select the ‘Awaiting Reply’ list view to access all awaiting reply requests.

Step 3:

Click ‘Reply’ on the relevant application.


Steps Screenshot

Step 4:

Click on the ‘Reply’ tab. Information on the request time and due date will be populated above the tab. The request information will be included under ‘Your Reply’.

Step 5:

Enter your reply to the request in the text box.

Step 6:

Add any additional disputes, if required.

Step 7:

Click ‘Drop files here’ or ‘choose file’ to upload documents to support your application. These are split by the documents listed by the claimant during their application.

Note: This is not required when you are representing the Claimant.


Steps Screenshot

Step 8:

Click ‘Drop files here’ or ‘choose file’ to upload any additional supporting documents.

Step 9:


Note: For Non-lawyer legal users, click ‘Save Draft’ to save the reply as a draft, then allocate the reply action to a legal representative.

Step 10:




6. How to Find What you Need 6.1 How to Search for Documents

Steps Screenshot

Step 1:

To search for a document, select an Application and click on the ‘Documents’ tab.

Step 2:

Click on the search field.

Step 3:

Enter any keyword.

Only the files that contain the keyword (title or content) will be displayed.

Additionally, you can filter the displayed files by document date range.

Step 4:

For a search that contains multiple word values, it will yield a match if any of the individual words match. For example, searching for Payslips Passport returns files that have the words Payslips and/or passport.

If you would like the search to return only the specific word combination matches, use the


Steps Screenshot

word AND. For example, Payslips AND Passports.

If you would like one word and not the other, use the word NOT. For example, Payslip NOT Passport.

Step 5:

You can remove the search filter by clicking on ‘reset’.

All the files will then be displayed again.

6.2 How to Search for a Record

Steps Screenshot

Step 1:

Use the filter search box to search for any application numbers, details or text. The filter search box is available for both applications and actions and on all list views.

Click on any blue coloured text to access the application / action.

Step 2:

Use the global search bar (top right corner) to search for any application number or details. Hit ‘Enter’ after your text has been entered to display results.

Click on any blue coloured text to access the application / action.


Steps Screenshot

Note: Only the following fields are searchable in the global search:

Applications - Application number, Claimant name, Reference number, Accident location, Insurer, Dispute category, Dispute type.

Actions - Dispute resolution officer, Legal user, Insurer.

6.3 How to Use Radio Buttons to Filter Applications and Actions (All, Mine, My Team)

Steps Screenshot

Step 1:

To view applications assigned to you, click on ‘Mine’.

Step 2:

To view all application under your legal company, click on ‘All’.


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Step 3:

To view applications assigned to your team members, click on ‘My Team’.

Step 4:

To view actions assigned to ‘All’, ‘Mine’ and ‘My Team’ click on ‘ACTIONS’ tab and select the corresponding radio button.


6.4 How to Select & Edit 'My Team' Members

Steps Screenshot

Step 1:

To edit ‘My Team’ members, click on ‘Edit team’.

Step 2:

To search for a member, type the name in the search box.

To add a team member, tick the box next to the name.

To remove a selected team member, click the ‘Remove’ button next to the name.

To finish editing, click ‘Update’.

Step 3:

To view applications under ‘My team’, click on ‘My team’


7. How to Communicate with the Personal Injury Commission and Other Parties 7.1 How to Use the Communication Tab to Communicate with the Personal Injury Commission or Other Parties

Steps Screenshot

Step 1:

Click on the relevant application from a list view or in the global search in the top right-hand corner.

Step 2:

Click on the ‘Communications’ tab.


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Step 3:

Click the ‘Messages tab, then the ‘New Message’ button to send an enquiry to the Personal Injury Commission or another party

Step 4:

Select who want to send the message to. Enter a ‘Subject’ and ‘Message’. Click ‘Drop files here to upload or choose file’ to upload any documents to the message.

Click ‘Send’ to send the message.

Step 5:

The message will now appear in read-only format on the ‘Messages’ tab.

Step 6:

When you receive a reply, click ‘+’ to read their response. You are then able to send additional responses.


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Step 7:

Click the ‘Additional Information’ tab to view any additional information requests, if available.

Step 8:

Click ‘+’ to expand the additional information request and provide your response. Click ‘Drop files here to upload or choose file’ to upload any relevant documents. Click ‘Send’ to send the message.

Step 9:

The message will now appear in read-only format on the ‘Additional Information’ tab.


8. How to Manage Documents 8.1 How to Upload Documents

Steps Screenshot

Step 1:

Click ‘Drop files here’ or ‘choose file’ to upload documents to support your application. These are split by the documents listed by the claimant during their application.

Note: This is not required when you are representing the Claimant.

Step 2:

Click ‘Drop files here’ or ‘choose file’ to upload any additional supporting documents.

Step 3:




8.2 How to Download Documents

Steps Screenshot

Step 1:

To download a document, select an Application and click on the ‘Documents’ tab.

Step 2:

To select all documents, click on the square next to ‘name’.

You can select individual files to download by clicking only on the square to the left of the document file name.

Step 3:

To download the selected files, click on the download button.


8.3 How to Filter Document List View

Steps Screenshot

Step 1:

Select an Application and click on the ‘Documents’ tab.

Step 2:

To Filter by category, select the Category Personal Injury Commission list.

Step 3:

Select the category to filter by, for example Legal Incapacity.

Step 4:

Only the documents with Category Legal Incapacity are displayed.


8.4 How to Sort and Bookmark Documents in the Portal

Steps Screenshot

Step 1:

Select an Application and click on the ‘Documents’ tab.

Step 2:

To sort by category, click at the arrow next to the Category Column Name. You can also sort by Name, Subcategory and Document Date.

Step 3:

Click at the Bookmark Icon of the document so that it will always stay at the top of the sorting list.


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Step 4:

The document bookmarked will appear at the top of the sorting list with a yellow Bookmark Icon, regardless of which column you sort or how.

8.5 How to Use the Online Editor

Steps Screenshot

Step 1:

To edit a document, select an Application, click on the ‘Documents’ tab and then on the arrow at the right of the document to be edited.

Step 2:

The options ‘Download, Preview, Edit’ will appear - select ‘Preview’


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Step 3:

The document will be displayed - to edit it select ‘Open’ at the top left of the screen.

If the button is greyed out, please contact support to install the applications required to edit documents.

Step 4:

When the document opens you can update it.

Saving the document will save the changes.

If you close and save the document, the changes will save automatically. No upload is necessary.


9. How to Move Applications Between People 9.1 How to View Record Ownership Change Reports

Steps Screenshot

Step 1:

Log in to Legal Portal and click on ‘Reports’.

To track ownership changes for applications, click on ‘Application Audit Trail’.

To track ownership changes for actions, click on ‘Action Audit Trail’.

Step 2:

On ‘Application Audit Trail’, you can view the latest change on top of the audit trail list.

To change the ordering, click on the corresponding tab at the top of the list.

Step 3:

For each change ownership record, you can view the change of ownership, task/action performed, user details, and date with time stamp.

The same functionalities apply to ‘Action Audit Trail’.


9.2 How to Allocate Applications or Actions from One User to Another

Steps Screenshot

Step 1:

Search for the relevant application / action using the filter search box.

Note: You cannot allocate any actions that are closed. Therefore, the allocation checkboxes are not visible on ‘Submitted Additional Information’, ‘Submitted Replies’ and ‘All Actions’.

Step 2:

Select the checkbox on the left-hand side of the application / action and click ‘Allocate’.

Step 3:

Select a legal representative to allocate the application / action to, then click ‘Next’.

Step 4:

Review the allocation and confirm by clicking ‘Allocate’.


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Step 5:

The application / action will be allocated to the new legal representative and you will return to the default list view.

10. How to View Outcomes and Decisions 10.1 How to View the 'Decision Certificate' in the 'Determination Tab'

Steps Screenshot

Step 1:

Search for the relevant application from the ‘Finalised Applications’ list view.

Step 2:

Click the Application Number to access the application.


Steps Screenshot

Step 3:

You can now see the ‘Application Details’ tab of the application page.

Step 4:

Click on the ‘Determinations’ tab.

Step 5:

Click on the document name to open the decision certificate in a new tab.


10.2 How to View the Outcome of an Appointed Representative Application

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Step 1:

Upon submission, the application is placed in 'Awaiting review' status.

Note: Application is in read-only mode.

Step 2:

Once a decision has been made by THE PERSONAL INJURY COMMISSION, you will receive an email notification. Click the ‘portal’ link to access the portal and review the decision.

Step 3:

If your appointed representative application is rejected, this will be communicated on the application page.

Note: The application will be placed into 'Closed' status.

(For approved applications, skip to step 5)


Steps Screenshot

Step 4:

Click the 'Determination' Tab to view details of the decision. Download the decision document by clicking the document name.

Step 5:

If your appointed representative application is approved, this will be communicated on the application page.

Step 6:

Enter the insurer and claim number, select the terms and conditions checkbox and click 'Find the claim'. If you don’t know the claim number or the claim number is not found, click ‘Find the claim’ again to move to the next screen.

Step 7:

Click the 'Determination' Tab to view details of the decision. Download the decision document by clicking the document name.


11. How to self-manage your Insurer Portal users 11.1 How to Add Users

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Step 1:

Click 'Manage Users' to access the user management tab.

Step 2:

Click 'Add User'.

Step 3:

Enter the new user's contact details.


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Step 4:

Select whether the user is a lawyer or not.

If the user is a lawyer, enter their practising certificate number here, then click ‘Save’.

Step 5:

The new user will be created with a status of 'Pending'. The user receives an automated email and will be required to set their password upon first login.

11.2 How to Amend User Details

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Step 1:



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Step 2:

Search for the relevant user using the filter search box.

Step 3:

Click the 'down' arrow on the user record and click 'Edit User Details'.

Step 4:

Edit the user's details as required and click 'Save'.

Step 5:

The user's new details will be saved and you will be returned to the 'Manage Users' tab.


11.3 How to Deactivate Users

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Step 1:


Step 2:


Step 3:

Click the 'down' arrow on the user record and click 'Deactivate User'.

Step 4:

For a user with no open applications assigned to them, click 'Deactivate' to confirm.

Note: For users with open applications, skip to step 6.


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Step 5:

The user will be deactivated and you will be returned to the 'Manage Users' tab.

Step 6:

For a user with open applications assigned to them, you will be unable to deactivate the user immediately. Click 'View the user's open applications'.

Step 7:

Select all applications assigned to the user and click 'Allocate'.

Step 8:

Select someone to allocate the open applications to and click 'Next'.


Steps Screenshot

Step 9:

Click 'Allocate' to confirm the allocation.

Step 10:

Return to the 'Manage Users' tab and click 'Deactivate User'.

Step 11:

Click 'Deactivate' to confirm.

Step 12:

The user will be deactivated and you will be returned to the 'Manage Users' tab.


11.4 How to Reactivate a User

Steps Screenshot

Step 1:

On the ‘Manage Users’ page, select ‘Deactivate Users’ from the list view.

To reactivate a user, click on ‘REACTIVATE’ next to the user’s name.

Step 2:

On the pop-up window, click the ‘Reactivate’ button.

The user is reactivated.

Step 3:

The reactivated user is notified by email. The user can click on the link to access to legal portal.


11.5 How to Reset a User Password

Steps Screenshot

Step 1:


Step 2:


Step 3:

Click the 'down' arrow on the user record and click 'Reset Password'.

Step 4:

Confirm the password reset by clicking 'Reset Password' on the popup.


Steps Screenshot

Step 5:

The user's password will be reset and you will be returned to the 'Manage Users' tab.

Note: The user will receive an automated email prompting them to reset their password.

11.6 How to Know When You Have Reached a User Licencing Limit

Steps Screenshot

Step 1:

When activating or reactivating users, if you receive a pop-up window that indicates 0 remaining licenses, there are currently no further licenses available for your organisation. If this occurs, please contact the Personal Injury Commission for assistance.


12. Sharing and Unsharing Matters with Barristers 12.1 How to Share an Application with a Barrister

Steps Screenshot

Step 1:

From an application, legal representatives have the option to share applications with barristers. Clicking the “Share” button on the right-hand side will begin this process.

Step 2:

A pop-up screen will display allowing the legal representative to select one or multiple barristers to share the application with.


Step 3:

The search bar can be used to filter the list of barristers if searching for someone specific.

Step 4:

Selecting the “Update” button will share the application with those in the “Selected Barristers” column.

Selecting “Cancel” will take the user to the previous screen and cancel the operation.


Step 5:

A confirmation will display at the top of the page indicating that sharing has been provided to the selected barristers. On the right-hand side, the number of barristers that the application is currently shared with will show.

12.2 How to Remove a Barrister from an Application

Steps Screenshot

Step 1:

In order to remove a barrister from an application, first select the pencil icon in the Barrister Sharing section.

Step 2:

From the pop-up screen, a barrister’s access to an application may be removed by clicking the “x” icon next to their name.


Step 3:

This will remove the barrister’s name from the “Selected Barristers” column. Further updates to the sharing such as adding/revoking access may be made if needed.

Step 4:

When the updates have been made, click the “Update” button to confirm the changes.


Step 5:

Sharing is updated and a confirmation message is provided. The barrister who has had the application removed will no longer be able to view the application.

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 Personal Injury Commission 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.

The Personal Injury Commission, Level 19 & 20, 1 Oxford Street, Sydney NSW 2000

Contact us on 1800 742 679

Website www.pi.nsw.gov.au

© Personal Injury Commission NSW