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NSW Trains injury hotline trial

Apr 19, 2016Update

NSW Trains is about to commence a trial in the North Region of changes to the Injury Hotline.

As part of the trial, employees who have suffered an injury and are required to contact the Injury Hotline will have a slight change of procedure over the next several months.

Due to there being a change of contract for the service provider who traditionally dealt with the Injury Hotline, NSW Trains have decided that in the North – where Shift Managers are rostered 24/7 – employees will in the first instance contact their Line Manager and report as per the Injury Hotline. From there, the line manager involved will take all subsequent communicative measures on behalf of the employee, so that the injured employee does not have to make any further phone calls or repeat the information concerning the incident more than once. The new service will also allow Shift Managers to prioritise your doctor’s appointments – should you wish to arrange one via work – in order to ensure that you are seen as soon as possible and not subject to a waiting line of days (“priority assessment”).

However, all employees will always have the option of declining NSW Trains’ offer to make your appointment for you, if you would instead rather schedule your own. This process also replaces the third party provider (previously the call centre who managed the Injury Hotline), opting instead to keep the process in-house in order to better take care of injured employees.

Following the trial, NSW Trains will provide all feedback to the RTBU and establish whether or not this is a process that can be rolled out to all regions in NSW Trains, or whether an alternative process should be developed.

If you have any issues concerning the trial – both in theory or in relation to the practical application of the above – please contact your RTBU Delegate in the first instance, or the RTBU Head Office on (02) 9264 3400.

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