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Incolink Dispute Resolution Process

This document outlines Incolink’s process for resolving disputes related to claims (e.g., redundancy payments) and invoicing for products or services delivered and sold (e.g., health checks, training). It ensures fair, transparent, and timely resolution, aligning with Incolink’s values of transparency, fairness, diligence, and professionalism. This applies to disputes involving worker and employer members, (e.g., WorkerLink claims) or invoices (e.g., via EmployerLink or third-party services) and recipients of wellbeing services delivered

Policy Statement

Incolink is committed to resolving disputes promptly and fairly, with a view to minimising financial and relational impacts to members. This process is designed to foster trust, and support our mission to be Australia’s leading manager of worker entitlements in the industries we operate in. All disputes will be handled with empathy, transparency, and adherence to applicable regulatory standards.

Dispute Resolution Process

Step 1: Informal Resolution (Within 5 business Days)

Action: The complainant (member, employer, or supplier) should first attempt to resolve the dispute directly with the relevant party (e.g., member contacts Incolink’s operations team).

  • Claims Example: A member disputes a redundancy payment amount via WorkerLink.
  • Invoicing Example: An employer member disputes an invoice for a product via EmployerLink.

How to Initiate: Contact Incolink via email ([email protected]), phone (1800 337 789), or the Incolink App, specifying the issue (e.g., incorrect payment, invoice discrepancy).

Process: Incolink’s team will review the issue, verify details (e.g., claim data, contract terms, proof of delivery), and propose a resolution within 5 business days, per our responsiveness principle.

Outcome: If resolved, the agreed action is documented. If unresolved, proceed to Step 2.

Step 2: Formal Internal Review

Action: Submit a formal complaint in writing to Incolink’s Chief Operating Officer (COO) via [email protected] or the Incolink App. Include:

  • Details of the dispute (e.g., claim ID, invoice number, date).
  • Supporting documents (e.g., WorkerLink screenshot, contract, proof of delivery).
  • Desired outcome (e.g., payment correction, invoice revision).

Process:

  • The COO, will acknowledge receipt within 2 business days.
  • The COO investigates, reviewing any relevant records (e.g., WorkerLink/EmployerLink data, supplier agreements) and consulting relevant parties (e.g., member, employer, supplier). This will be completed within 14 days of receipt of the complaint for determination by COO.
  • If the dispute remains unresolved the COO will refer the matter to Incolink's Finance Audit and Risk Committee, a sub-committee of the Board of Incolink for further consideration.
  • The Committee will review the decision, and a written determination will be provided to the member within 60 days, outlining findings and proposed resolution.

Outcome: If accepted, the resolution is implemented. If unresolved, proceed to Step 3.

Step 3: Mediation

Action: If the formal review does not resolve the dispute, the complainant may request mediation via an independent mediator approved by Incolink.

Process:

  • Incolink arranges mediation within 10 days from the request for mediation, involving the complainant, relevant parties (e.g., supplier, claims team), and the mediator.
  • Mediation is confidential, voluntary, and focuses on mutual agreement, aligning with Incolink’s empathy and fairness values.
  • Costs are covered by Incolink unless otherwise agreed.

Outcome: If successful, a binding agreement is documented. If unresolved, proceed to Step 4.

Step 4: Review Mechanism

Action: If mediation fails, the complainant may escalate the dispute to relevant external regulators as follows:

  • Claims Disputes (e.g., redundancy payments): Refer to the Australian Financial Complaints Authority (AFCA) for financial service disputes.
  • Invoicing Disputes (e.g., employer issues): Refer to the Australian Competition and Consumer Commission (ACCC) for potential CCA breaches (e.g., anti-competitive conduct,) or seek legal advice.

Outcome: Incolink will comply with any decision by an external regulator, per our diligence and compliance values.

Record-Keeping

All disputes are logged in Incolink’s incident management system, including:

  • Details of the dispute (e.g., claim/invoice details).
  • People involved (e.g., member, employer representative).
  • Investigation findings and actions taken.
  • Related incidents (e.g., prior disputes,). Records are retained for 7 years, per regulatory requirements, and reviewed to improve processes, aligning with Incolink’s transparency and diligence.

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