Report an incident and manage a claim

1. Immediate action required at the time of an incident
2. Reporting an incident
3. Managing a claim

1.Action required at the time of an incidentImmediately
  • At the time of an incident, agencies and their employees must:
    • take immediate action to minimise the extent of personal injury or property damage to a third party (but not at the expense of their own safety);
    • record details of the incident, including witnesses' names and contact details; and
    • contact the police (if a crime has been committed).
  • Agencies and their employees must not:
    • admit liability, either verbally or in writing; or
    • agree to pay or settle any third party costs.
2.Report an incidentWithin 24 hours of the incident
  • The Claims/Incidents Report Form must be completed, signed and emailed to the Fund Administration Agent, Jardine Lloyd Thompson Pty Ltd (JLT) at, within 24 hours of the agency becoming aware of all incidents (excepting medical liability incidents) resulting in:
    • personal injury to a third party; or
    • third party property damage likely to result in a claim or caused by the actions of a government employee.
  • Important: If any legal demands (including court documents) are received by an agency, it must immediately advise, and forward the documents to, the Office of the Solicitor-General (and provide copies to JLT) - they often require immediate legal action. The OSG (and JLT) must also be immediately advised of details of any impending inquests or official enquiries. Any other communications from third parties must be immediately forwarded to JLT.
    • Medical liability incidents should be reported to the Department of Health in accordance with established agency protocols.
      • Other agencies may also have additional internal reporting requirements. These should be followed in accordance with agency guidelines.
      3.Manage a claimOngoingFund Administration Agent
        • JLT is responsible for administering all claims in accordance with written instructions provided by agencies and, where applicable, the Office of the Solicitor-General. This includes:
          • appointing and instructing loss assessors and/or investigators, if required;
          • providing claim management advice to agencies and, through agencies, to the Office of the Solicitor-General;
          • regularly providing agencies with reports on the progress of, and actual and outstanding costs associated with, each claim, including copies of reports from investigators / loss assessors;
          • negotiating settlements, or representing the agency in court, with regard to small claims (ie claims up to $5 000) and, where appropriate, ensuring that a Deed of Release is prepared by the Office of the Solicitor-General to prevent further action; and
          • paying settlements and associated claim costs.
        Office of the Solicitor-General
        • The Office of the Solicitor-General must be involved in all negotiations, settlements, or court appearances regarding large or complex claims. The Office of the Solicitor-General must also be advised whenever a legal demand is received by an agency.
          • The Office of the Solicitor-General will arrange for external legal assistance, in consultation with the agency, if it determines that it is required.
              • Agencies are ultimately responsible for the management of liability claims and must instruct JLT (in writing) and, where applicable, the Office of the Solicitor-General, regarding the management of those claims.
                Department of Health
                  • From 1 July 2008, medical liability claims have been managed by the Fund Administration Agent in collaboration with the Department of Health and the Office of the Solicitor-General.

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