When a rehabilitation referral or treatment request is delayed

Step 1 — confirm receipt, in writing

A surprising share of 'delays' are documents that never arrived, or arrived at an unmonitored address. Ask the provider or insurer to confirm receipt in writing, with the date received and the reference or claim number they have recorded it under.

• Confirm the exact address, portal or fax the document was sent to.
• Confirm the date recorded as received.
• Confirm which reference number the item is filed under.
• Resend to a named person or monitored intake channel if there is any doubt.

Step 2 — find out what is missing

If it was received, the next question is whether it is complete. Ask for the specific missing item rather than an update: a current certificate, a scheme treatment request form, a claim number, consent covering disclosure, or a cost estimate.

Ask who is expected to supply it. That single answer resolves a large share of stalled referrals, because the item is usually sitting with a party who does not know it is waiting on them.

Step 3 — identify the responsible contact for the decision

Requests stall differently depending on who holds them. A booking sits with the provider; a treatment approval sits with the insurer or case manager; capacity certification sits with the treating practitioner; available duties sit with the employer or return-to-work coordinator.

Ask for the name and direct contact of the person who will make or action the decision, and ask what they are waiting for. Keep a short dated log of who said what — it makes any later escalation much shorter.

Step 4 — use the scheme's own help pathway

If the internal route is exhausted, each scheme publishes where to go next. These are jurisdiction-specific and are listed here as examples, not as national rules:

• NSW: the Independent Review Office publishes complaints and enquiries information for workers compensation matters.
• Victoria: the Workplace Injury Commission publishes information about conciliation of workers compensation disputes.
• Western Australia: WorkCover WA publishes its dispute resolution pathway, including conciliation.
• Commonwealth (Comcare scheme): Comcare publishes how to apply for reconsideration of a determination, and further review pathways from there.
• Other jurisdictions: check the regulator or insurer for the current published enquiry, complaint and review process.

Keep clinical care and administration separate

While an administrative issue is being resolved, clinical concerns still belong with the treating team. If symptoms worsen, contact the treating practitioner; for urgent or emergency symptoms use normal emergency services. Get Rehab is not an emergency service and does not provide medical advice.

A hypothetical delay

A hypothetical referral for exercise physiology has had no response for two weeks. A single call establishes it was received but filed without a claim number, so it was never sent for approval. The referrer resends with the claim number and a current certificate to a named intake contact, and asks for written acknowledgement. Illustrative only — it implies no timeframe, entitlement or funding outcome.