ACT Government - Frequently Asked Questions

For self-insurance related questions, please refer to the ACT Government website.

Contacting EML

You can contact EML through the following channels:

Post: Employers Mutual Limited, GPO Box 805, CANBERRA ACT 2601

T: 1800 365 227

F: 02 6160 1698

E: ACTG@eml.com.au

 
New claims

Q: How do I lodge a claim?

A: If you are injured in the course of your employment with ACT Government you can lodge your claim by completing the claim form on the EML website and sending to EML via mail or email. 
  

Q: If I make a claim, when will I hear from EML?

A: When you make a new workers compensation claim with EML, you will be contacted by your Case Manager within 2 days of EML receiving your claim.
 

Reimbursements

Q: How do I claim for reimbursement of expenses?

A: If you have paid for medical treatment or other expenses, you may be entitled to reimbursement for these costs. Please send through your receipts to EML via mail or email. Reimbursement will be processed directly into your nominated bank account.
 

Q: Am I entitled to reimbursements for my travel in relation to my claim?

A: Yes, similarly to the travel reimbursements with Comcare, EML will cover the cost of reasonable travel expenses relating to your workplace injury.

Travel reimbursement will be considered in the following situations:

  • Your condition requires the use of an ambulance, or public transport (including taxi)
  • You drive in your private vehicle to attend a medical appointment, which is more than 50km in the round trip

EML are not able to reimburse the costs of travel in a private vehicle where the return trip is less than 50km or where there is an alternate treatment provider which is available within a 50km limit.

To be reimbursed for your travel expenses within the above provisions, you can complete a travel reimbursement form from your Case Manager and submit to EML via mail or email.

EML will reimburse the cost of travel in a private vehicle at $0.60 per kilometer travelled, in line with the Comcare statutory rates. 
 

Q: How will I receive reimbursement for my out of pocket expenses?

A: As part of your claim you will have provided EML with your EFT details which will allow for reimbursements direct into your bank account.

If you need to change your nominated bank account, or have not yet provided your EFT details, please contact your Case Manager with your change of details.
 

Entitlements

Q: Will there be any change to my entitlements under my claim?

A: There will be no change to your entitlements under your claim. Under a self-insurance licence, your claim will continue to be managed under the Safety, Rehabilitation & Compensation Act. 
 

Q: I have separated from my employment. If I am asked to complete a tax file declaration, which option do I select?

A: When completing a tax file declaration to enable EML to pay wages directly, please select the option which is applicable to your pre-injury employment. Should you have further queries in relation to completing a tax file declaration, we recommend that you seek independent taxation advice.
 

Case Managers

Q: How do I contact my Case Manager?

A: Prior to your claim being transferred from Comcare to EML, you will receive a letter with the contact details of the Team Manager who is the supervisor of your Case Manager.

Following the transition of your claim to EML on 1st March 2019, you will be contacted by your Case Manager in the first 4 weeks. Your Case Manager will send you a letter outlining their contact details.

You can also contact EML through the following channels:

Post: Employers Mutual Limited, GPO Box 805, CANBERRA ACT 2601

T: 1800 365 227

F: 02 6160 1698

E: ACTG@eml.com.au
 

Q: Who do I contact if my Case Manager is away?

A: If your Case Manager is on planned leave, you will receive an out of office email which will provide you with an alternative contact. You are most welcome to contact the alternate contact until your Case Manager returns from leave.

Unfortunately, there are times where your Case Manager may be absent unexpectedly. In these instances, your phone call will be directed to an alternate Case Manager who will be able to assist you with your query.
 

Claims

Q: What can I do if I am unhappy with a decision made by EML in relation to my claim?

A: When a decision is made by EML, you will receive a statement of your rights. This will include information which outlines how to request reconsideration of the determination. Reconsiderations are undertaken by EML’s independent Reconsiderations Officer who was not involved in the original determination. 
 

Q: Will EML honour the treatment approvals made by Comcare?

A: Yes. EML will continue to support the duration of a treatment plan which has already been approved by Comcare. Upon receipt of an updated treatment plan, EML will review to determine whether the request is reasonable and necessary. EML are committed to ensuring a smooth transition of your treatment and medical needs.
 

Transition

Q: How will EML know about the history of my claim?

A: All files regarding claims managed by Comcare have been transferred to EML to undertake claims management activities. EML will be undertaking a review of your claim to ensure that we are up to date so that you won’t have to re-tell your story again.
 

Q: How can I request documentation held by EML in relation to my claim?

A: You are able to request the documents relating to your claim under Section 59 of the SRC Act 1988. To do this, you will need to contact EML in writing by post, fax or email.

Post: Employers Mutual Limited, GPO Box 805, CANBERRA ACT 2601

F: 02 6160 1698

E: ACTG@eml.com.au
 

About EML

Q: Who is EML?

A: We are a specialist injury claims management service who are the partner of choice for government agencies across Australia.

We know what it takes to reduce the personal and financial impact of workplace injuries. Our history of providing support for public sector workers is a long one. 

We are working with the ACT Government to manage workers’ compensation claims which have previously been managed by Comcare. All new claims from 1st March 2019 will also be managed by EML.

We’re proud of the role we play in helping the people that support our communities recover from workplace injury. Injured workers from diverse government sectors look to us for claims assessments and to support return to work goals.

We maintain scheme performance with early-intervention, skilled case management, and injury prevention strategies. Focusing on the recovery journey brings better outcomes for workers, employers and our industry partners.

Learn more about: 

 
Q: Is EML experienced in managing claims?

A: EML has been managing workers insurance and injured workers compensation claims in Australia for over 100 years. Read more about our history
 

Q: Does EML have experience in working with injured government employees?

A: We are a specialist injury claims management service who are the partner of choice for government agencies across Australia.

We know what it takes to reduce the personal and financial impact of workplace injuries. Our history of providing support for public sector workers is a long one. Read more
 

Q: What can I do if I would like to provide feedback to EML?

A: EML is always open to receiving feedback to improve our claims management. If you would like to provide feedback regarding your Case Manager, you may request to escalate this to a Team Manager within EML. You can request the Team Manager’s details from your Case Manager.

You can also send feedback through our website. 
 

Treatment

Q: What treatment will EML cover under my claim?

A: EML may approve payment for a wide range of treatment services in relation to your claim. This may include:

  • Medical treatment provided by a legally qualified medical practitioner
  • Prescription of medication or medical aids
  • Treatment, examinations or tests referred for by a legally qualified medical practitioner
  • Treatment by registered allied health practitioners
  • Treatment by registered dentists

 
Q: Do I need to seek pre-approval for treatment under my claim?

A: EML recommend that you do seek pre-approval for treatment related to your claim. This is to reduce any out of pocket expenses that may be incurred.

Please be aware that EML will not pay for any fees associated with non-attendance at any treatment service.

 
Treatment providers

Q: Will EML utilise the Comcare treatment request template?

A: EML uses our own treatment request template. Please ensure that all aspects of the request form are completed. This is to ensure that EML has sufficient information to review the request, therefore reducing delays in treatment approval.