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The story of Shattered starts in Lithgow — a region that helped build this nation by providing the coal, steel, power, and materials that made modern Australia possible. From the coal seams of Lithgow and Lidsdale, to the shale works at Newnes, the Blast Furnace at Lithgow, the power stations of Wallerawang, the cement works of Portland, and the rail corridors that carried it all outward — this region powered growth far beyond its borders. Lithgow was not on the margins of

But Shattered is not a film about this moment, or this legislation, or any party’s position. It began long before this debate. It began with a much simpler — and far more confronting — question: Why is this system so abusive to the very people it was built to help? That question opened a door. And once inside, it became impossible to look away. Families do not understand workers’ compensation — until they are forced to

There is a growing crisis inside the workers’ compensation world that nobody wants to name — not insurers, not government agencies, and certainly not the organisations that rely on the fiction that “support services” are safe places. It is the rise of horizontal violence — harm that doesn’t come from the system’s traditional power brokers, but from the very people who are supposed to be holding each other up.

THE GREAT PRETENDERS: Why Empathy Training Won’t Save the Workers' Compensation System , that is Built on Harm

The latest SIRA audit into QBE’s handling of workers’ compensation claims has been reported as a moment of accountability — a regulator stepping in, identifying gaps, and demanding improvements. insurancebusinessonline.com.au But anyone who has lived through this system, worked inside it, or studied its behaviour over the past decade knows the truth: This is not reform. This is a system circling the drain, and the audit reads like a controlled PR manoeuvre.

Why NSW’s slow economic growth is colliding with a workers’ compensation system built on chaos, commercial power, and political conflict & denial. The International Monetary Fund’s latest assessment of Australia landed with a thud: NSW now has the slowest-growing economy since the turn of the century. Financial services — including insurance — are one of the few strong engines underpinning the state’s fragile economic performance. At the same time, the NSW Government is attem

The Conflict of Interest Nobody Wants to Talk About When political systems fail, the pain is rarely theoretical. It shows up in empty fridges, overdue bills, and the quiet despair of families trying to survive a system that has stopped caring. And this week in NSW, we watched another round of that same theatre — complete with dire warnings for charities, small businesses, and families. But something was missing from the breathless commentary. Something big . Something obvious

And Is the Real Fear That Insurers Would Walk? For years, NSW has danced around one of the most urgent and obvious questions in the workers’ compensation system: Why won’t the government call a proper, independent review of claims management? We’ve had inquiries, audits, reports, parliamentary hearings, consultant summaries, and endless “stakeholder engagements.” But when it comes to the core engine of harm — claims management itself — the silence is deafening. Not hesitatio

What unfolded in NSW this week wasn’t just a political debate in the Parliament — it was a public unmasking of a system that no longer knows how to care. Over recent weeks, NSW has witnessed one of the most bruising and emotionally barren political debates in years. As the government pushed ahead with controversial reforms to the workers’ compensation system, the tone in Parliament became cold, combative, and shockingly devoid of care for the people whose lives depend on tha

Most parents don’t have time to follow every new bill in Parliament. But here’s something you do need to know, particularly if your child is new to the workforce. The NSW Government is trying to protect workers from harmful AI systems in places like Amazon warehouses — things like tracking toilet breaks, measuring every movement, and pushing people too hard. That’s a good thing. But here’s the part they don’t want you to notice: When someone gets injured at work, and it coul

How a government experiment inside the GIO became the global blueprint for claims-denial algorithms — and why every Australian needs to know. Most Australians have never heard of Colossus. But almost every injured person has felt its fingerprints. Colossus is the claims algorithm at the centre of one of the biggest insurance controversies of the last 30 years — a system that quietly reshaped how insurers value human injury, human pain, and human futures. And the part almost n

By the time this financial year ends on June 30, governments across Australia will have collected more than $1 trillion in taxes, fees and charges — a record for our country. It’s a staggering figure, especially at a time when so many families are struggling to make ends meet, and it raises a deeper question about what Australians are actually getting in return for that level of public revenue.Source: James Massola, “Over-governed, over-taxed and over-complicated — how Austra

How seven IT systems, disengaged scheme agents, and a blind transition created a disaster no one stopped. Icare's IT claims management program and implementation of Guidewire failed, not because of Guidewire the software, which is used all over the world, but because of Icare's management of the transformation program itself. Independent reviews have found the new claims model was rushed, it was more than that when you examine what happened around the data cleaning required

Watch The Hon. Taylor Martin deliver his speech - Source NSW Parliament When the NSW Government’s workers’ compensation bill collapsed in Parliament this week, many celebrated. But anyone who has lived inside these systems knows the truth: The bill’s failure to achieve it's total objective of decimating psychological injured workers' within the scheme is not the victory. The real story is the iceberg beneath it. Because the problem isn’t one bad bill. It’s the entire dated ph

In Shattered , we spoke with a case worker inside one of the major insurers, someone who has seen, firsthand, the human cost of this system. Her experience is disturbing. She talks with quiet, steady, and devastating impact. How is this happening? She also talks about the abuse of the psychologically injured , people who entered the system seeking care, only to be met with suspicion, gaslighting, and punishment. She describes colleagues breaking down under the weight of targe

How a system that was meant to protect has become one of the most reviewed — and least reformed institutions in modern government. Reviews Without Repair If there’s one thing the NSW workers’ compensation system doesn’t lack, it’s reviews. Dozens of them, parliamentary inquiries, actuarial audits, independent reviews, Treasury investigations, and ministerial “resets.” And yet, here we are. More reports. More reviews. More harm. More changes - to do what? Lead to another inqui

Why did a seriously injured whistleblower — the very man who helped expose the failures inside NSW’s workers’ compensation system — have to find out about Treasurer Daniel Mookhey’s cruel reforms from his lawyer? That’s the telling point. No call. No care. No acknowledgment. Just silence from the Treasurer who once courted Chris McCann relentlessly when he needed his intelligence to expose the icare scandal — but who now cannot even be bothered to ensure psychological supp

Australia’s hidden workers’ compensation crisis is not a policy failure — it’s a moral one. For more than a century, Australians have believed that if you were injured at work, the system would protect you. That belief wasn’t naïve — it was part of the deal. You gave your labour. The nation guaranteed your safety net. But that promise has been broken — not by accident, not by inefficiency, but by design. And while governments keep the public calm with talk of “keeping premium

This post was prompted by a recent meeting we had with a senior executive inside the workers’ compensation system. In the middle of the discussion, he mentioned, almost casually that he had received death threats from members of the injured worker community. We were shocked, and said so. His response? “It goes with the territory.” No. It doesn’t. Violence is not “part of the job” it is a sign of a system in psychological collapse. We are also aware of reports of customer-faci

If this system was built to help you heal, it would be called Workers’ Recovery. But it isn’t. It’s called Workers’ Compensation in NSW — because it’s not about your health. It’s about money. For other people. Not you. Be warned.

Why the NSW government is still legislating a system it no longer understands and injured people are paying the price. Australia has already lived through Robodebt. The UK has already lived through the Post Office scandal. Both began with “data issues,” both were dismissed as administrative failures and both ended as human-rights tragedies. Workers’ compensation is now showing the same pattern of automation, denial, governance failure and system-level harm. The difference thi

These are not finished edits. There are no graphics. No colour grade. No carefully shaped narrative. And that is exactly why we’re releasing them now. With the NSW Public Accountability & Works Committee report on the Workers’ Compensation Amendment Bill now public, the people of NSW deserve to hear what has been said off-camera by those involved in shaping policy not only what appears in official statements or under parliamentary privilege. These two clips speak for themse

For more than a decade, NSW has not simply struggled to manage its workers’ compensation system it has administered a foreseeable harm event at scale . This is no longer a debate about “reform”, “efficiency”, or “sustainability”. It is long past that. It is now a question of legal, financial and moral liability . And the evidence is no longer technical or abstract. It is structural, documented, and cumulative. 1. The State knew the workers' compensation system was broken

Europe is regulating AI. The US has issued federal AI Executive Orders. The UK has an AI Safety Institute. Canada is building public-sector AI audit and redress frameworks. And NSW? Two major documents released in the past week confirm the State still cannot control the technology already deciding treatment, income and outcomes for injured workers. NSW Auditor-General — Internal Controls & Governance 2025 https:// www.audit.nsw.gov.au/sites/default/files/documents/Final%20rep

The State that already harmed injured people with unregulated automation now plans to “govern AI” using the loose change in its digital drawer. Last week the NSW Government confirmed the creation of a new Office for AI , a unit that will advise (not regulate) government departments on responsible use of artificial intelligence. But here’s the part not in the press release: The office will receive no special funding. It will be staffed "within existing resources." It will n

The human cost of a “modernisation” project that turned injured people into test data. A workers’ compensation system is only as humane as the technology it runs on. The reform no one audited When WorkCover NSW was abolished in 2015, the government promised a modern, unified, efficient workers’ compensation system powered by a “single claims platform.” That platform now used by icare has consumed hundreds of millions of dollars , failed multiple audit tests, and still cannot

Ten years of icare. Zero scrutiny of the code deciding people’s lives. Automation without oversight is not efficiency — it is risk at scale. When a government agency claims it does not use artificial intelligence in workers’ compensation decisions — while its own industry and technology partners publicly describe the same systems under different names the issue is no longer whether the public is being misled. The issue is whether the State even understands the algorithms or

For more than a decade, every serious investigation into Victoria’s WorkCover system has found the same thing: it’s not just the law or the process that’s broken it’s the behaviour of the agents paid to run it. A System Built on Perverse Incentives Under Victoria’s outsourced model, private insurers, currently Allianz, DXC, EML, and Gallagher Bassett administer claims on behalf of WorkSafe Victoria. In theory, this was meant to deliver efficiency. In practice, it has created

The legal illusion at the heart of workers’ compensation and why most people never discover it until it’s too late. If you can still sue, why are there lawyers on every bus and why does the road they promise never lead to a courtroom? " Because in NSW workers’ compensation, the presence of lawyers does not mean workers still have full legal rights. It means the system funds lawyers to keep people inside the statutory scheme , not to take employers to court. And most injured

When the agency responsible for safety becomes a hazard in its own right For ten years, the NSW Government has said in one way or another the future of workplace safety is prevention, not compensation . But the agency responsible for that prevention — SafeWork NSW is still running its entire enforcement and hazard-tracking system on technology built more than 20 years ago . According to the 2024 NSW Audit Office: “SafeWork NSW has over 20 years of case data in its core system

They admit the harm. They deny the harmed. When someone is injured at work, the social contract is simple: Employers fund the system through compulsory premiums. Workers give up their right to sue under normal negligence law. ( few injured workers understand this). The State promises recovery in return. In NSW, that promise is now in doubt and the government cannot answer the only questions that matter. Because when you strip away dashboards, reforms and talking points, seven

From clay tablets to case law and why the master–servant mindset still shapes recovery after a workplace injury today. We think workers’ compensation began with modern industry. It didn’t. The idea that a worker deserves compensation for harm is as old as civilization itself. Ancient beginnings — price lists for injury Long before factories and insurers, ancient lawmakers set literal prices on human damage. The Code of Hammurabi (c. 1750 BCE) laid out fixed payments for the

The truth behind NSW’s push to raise the psychological-injury threshold 2025: They admit the harm. They just can’t prove recovery. For years, NSW governments have claimed the workers’ compensation system is “improving.” Due to their improvement programs....But when asked the only question that matters — Are people with psychological injuries getting better? — the data goes missing. National evidence says otherwise: psychological-injury claims take the longest to resolve, ha

What Australia Forgot — and What the Psychological Injury Crisis Proves “Half a century after the National Compensation Bill was lost in 1975, Australia is still searching for a fair system.” Fifty years on, Australia nearly built a national workers’ recovery system. Not a patchwork of competing insurers. Not a bureaucratic maze of adversarial assessments. But a unified, compassionate, rehabilitation-first scheme designed to protect every worker, every hour of the day. We wa

What It Was, How It’d Work, and Why It Was Stopped In 1974, the Whitlam Government put a national, no-fault accident compensation scheme before the Australian Parliament. It aimed to replace the messy patchwork of state workers’ compensation and fault-based personal injury systems with a single, universal model rooted in rehabilitation and dignity. The Core Idea Universal, no-fault cover (24/7): Compensation for “every person who at any time or in any place suffers a person

Walk through the ruins of Lithgow’s blast furnace and you can feel the heat that once burned here. You can hear the rhythm of the shift whistle. You can almost see the silhouettes of men who poured their lives into the molten core of a nation being built. These bricks are memory. These rivets are testimony. And right at the centre of that history is one man — Charles Hoskins . The businessman who made steel a national force When G & C Hoskins Ltd took over the Lithgow works i

People deserve recovery — without being punished for being injured at work. A seismic pause in Australia’s insurance system Swiss Re Life & Health Australia Limited, the Australian arm of one of the world’s largest reinsurers has announced it will pause writing new life insurance business in Australia from October 2025 .¹ This is not a routine commercial adjustment. It is a warning from the top of the risk chain: The product architecture of modern insurance is no longer fit

This weekend past, we travelled to Cobar for the Miners’ Ghost Festival — a gathering that remembers the lives lost in the mines that built this proud community. It’s a weekend held in honour, reflection and resilience. Families come together. Stories are shared. And the past is never forgotten. But today, we learned that Cobar is once again in mourning. Two miners have tragically lost their lives underground. Another has been seriously injured. Right now, details are limited

You can’t tell a story — or find the root cause — from behind a desk. It’s long been known that actuarial data drives how injured workers are treated in Australia’s workers’ compensation systems. Behind every claim sits a postcode. Behind every postcode, a prediction of cost, risk, and recovery. Those numbers were meant to guide decisions. But somewhere along the way, they began to decide who mattered. The Journey To make Shattered , we had to see for ourselves. We left the b

Mount Kembla Remembers Some places hold history in their bones.Mount Kembla is one of them. On 31 July 1902, a coal dust explosion tore through the Mount Kembla mine with violent force, killing 96 men and boys. It remains one of Australia’s worst industrial disasters. An entire community was left grieving: wives without husbands, children without fathers, families shattered in an instant. More than a century later, the air here still feels heavy with the stories of those who

The Injured Workers' Support Team works to help injured workers in Victoria navigate the workers' compensation maze just to get the help that is required to recover, get well and return to work. “There is no uniformity between compensation systems throughout Australia… benefits differ not because of loss or need, but along geographical boundaries.” — Woodhouse, 1974 . Cambridge University Press & Assessment The promise we never kept (nationally) In 1974, Justice Owen Woodhou

The Machine That Valued Human Pain In the 1990s, a computer program called Colossus changed the way insurers valued human injury. Built by Computer Sciences Corporation (CSC) later part of DXC Technology it promised consistency in personal-injury settlements. Developed in Australia the software used Artifical Intelliegnce long before all of us had even heard of ChatGPT. Here's How It Worked Claims adjusters entered details about injuries, treatments, recovery time, and ev

Shattered sits down with an injured worker and a leading organisational psychologist to unpack a phenomenon few dare to name — horizontal violence inside the workers’ compensation system. It’s the invisible aggression that flows sideways, not down: colleagues, managers, and system actors turning against the very person who’s already been harmed. What happens when the perpetrator of the original injury is allowed to keep controlling the process that’s meant to repair it? Wh

(from Shattered – Episode 1: The System That Forgot ) Pictured: Vasalia Govender from the leading Injured Workers' Advocacy Group - Injured Workers Support Team. Image Credit; Ballina Gee It has taken over a year of relentless investigation to reach this point.There were times we thought we couldn’t go on. Behind the scenes, there were threats, obstruction, and dirty tactics , a playbook of pressure designed to make us stop asking questions. We didn’t. But it wasn't easy...

When Systems Collapse Today’s workplaces are almost unrecognisable. Once defined by physical risk, they now operate in an economy of precarity, digital surveillance, and emotional labour. Stress, burnout, and moral trauma outnumber broken bones. Yet the systems designed to respond, workers’ compensation, HR protocols, occupational health frameworks, still act as if we live in the industrial age. Perhaps we need to clean the lens and look out to what is really happening. Soci

“Health must be health — not a financial opportunity for Treasury.” Once, workers’ compensation was a social contract. If you were injured, the state would protect you; your employer would contribute; society would stand behind you.It was born from a moral principle — that human life had value beyond its labour. Today, that principle has been quietly inverted. Employer premiums now flow into Treasury-managed investment funds , generating billions in returns for the state, wh

The hidden algorithm inside NSW workers’ compensation: How icare’s programming not Guidewire itself turned a digital overhaul into a long tail of remediation, and what that means for AI in public services.

Updated November 2025 In 2024, the NSW Auditor-General delivered one of the most damning assessments ever issued about the state’s workers’ compensation system: “icare has not focused enough on its core responsibilities — improving return to work rates and maintaining financial sustainability.” — NSW Auditor-General, 2024 Review of Workers Compensation Claims Management That single line exposes the breach at the heart of the system. Workers give up their right to sue. Employe

The research that has gone into  Shattered, The Documentary   is extensive. We wanted to get to the bottom of why there has been decades...

In the world of workers' compensation, where bureaucracy often overshadows human stories, Sarah Ubrien stands as a beacon of hope and...