Safe employees, safe customers

The safe employees, safe customers response sets the expectation for customers and claimants to show respect and courtesy when communicating with MAIC employees, in interactions that are free of abusive, aggressive, or violent behaviour.

Please ensure that you:

Use an appropriate conversational and non-threatening tone.

Treat others as you would like to be treated. Fairly and respectfully.

Communicate without threats and offensive language.

If you display abusive, threatening, or violent behaviour towards MAIC employees, they will:

Advise you that they will be unable to assist you if you continue the behaviour.

Warn you that they will have to terminate the call and suggest that the conversation should continue later. You will be directed to email maic@maic.qld.gov.au or nd@maic.qld.gov.au with your contact details.

Request your email address so that we may provide you with a communication plan on how we will collaborate with you moving forward.

Future communication plans

If we are unable to find a way to communicate with you in a calm and considered way, we may provide you with a future communication plan. This may include details on when and how to contact us, clarification if interactions can continue to be verbal or in writing and should a third-party always be involved.

MAIC and its employees are here to guide you through the CTP claims process to ensure a fair and equitable outcome. We are here to communicate clearly and explain decisions and opportunities for claimants. We will ensure claimants and insurers are aware of rights under the Legislation and Act. Most importantly we are human and here to be respectful and helpful and expect the same in return.

MAIC may also report any abuse or harassment of its employees to the police.

For further information on this please contact: maic@maic.qld.gov.au