Draft Civil and Insurance Claim Management (excluding Workers Compensation) Policy

Tweed Shire Council has developed a new Civil and Insurance Claim Management (excluding Workers Compensation) Policy to strengthen how Council manages civil claims, investigates incidents, and supports fair, consistent, and transparent governance practices. Community members, business owners, and other stakeholders are invited to review the draft policy and provide feedback.

We’re particularly interested in hearing:

• Is the policy clear, reasonable, and easy to understand?
• Does it appropriately outline Council’s approach to managing civil and insurance claims?
• Is there anything else we should consider to strengthen fairness, transparency, or community confidence?

What the policy covers

The Civil and Insurance Claim Management (excluding Workers Compensation) Policy outlines Council’s principles and practices for:

• Managing civil claims made against Council by third parties.
• Managing Council’s insurance claims for losses suffered.
• Investigating incidents that could lead to claims.
• Ensuring ethical, fair, timely, and confidential handling of claims.
• Applying the requirements of the Civil Liability Act 2002 (NSW) and other relevant legislation.
• Ensuring adherence to the Department of Communities and Justice Model Litigant Policy.
• Outlining the appeal pathway for claim decisions.

This policy does not apply to workers compensation matters, which are managed under separate legislation and procedures.

What's changing and why

This is a new policy, created to enhance Council’s governance, transparency, and financial risk management. The policy:

• Formalises Council’s existing approach to civil and insurance claims.
• Strengthens consistency and fairness in incident investigation.
• Provides clearer expectations for staff and the community.
• Improves alignment with legislative requirements including the Civil Liability Act 2002 (NSW).
• Promotes ethical behaviour consistent with the Model Litigant Policy.
• Enhances Council’s ability to recover costs through its insurance policies.
• Supports proactive risk management to reduce future incidents and claims.

Overall, the policy aims to protect both Council and the community by providing a clear, accountable framework for handling claims.

Have your say

You're invited to provide your feedback by 4pm, 29 May 2026.

Submit your feedback in one of the following ways:

• Online: complete the online survey.
• Email: tsc@tweed.nsw.gov.au with the subject heading 'Civil and Insurance Claim Management (excluding Workers Compensation) Policy.
• Mail: The General Manager, Tweed Shire Council, PO Box 816 MURWILLUMBAH NSW 2484 - with the subject heading 'Civil and Insurance Claim Management (excluding Workers Compensation) Policy.