As required by section 23 of the Motor Vehicle Accidents (Lifetime Support Scheme) Act 2013 (SA) (the Act), the Lifetime Support Authority (LSA) must have Participant Service Standards (also called Code of Conduct) in place, which covers:

  • the LSA’s process for deciding on eligibility
  • processes for assessing LSS participant needs
  • the LSA’s interactions with participants
  • complaint management.

Participant Service Standards (also called the Code of Conduct)

The Lifetime Support Authority (LSA) delivers the South Australian Government’s Lifetime Support Scheme (LSS).

The no fault Scheme provides necessary and reasonable treatment, care and support for people who are seriously injured in motor vehicle accidents in South Australia.

This Participant Service Standards document sets out our commitment regarding the services provided to the Lifetime Support Scheme (LSS) participants.

It is intended that this document satisfies the requirement for a Code of Conduct [1]


  • [1] Section 23 of the Motor Vehicles Accident (Lifetime Support Scheme) Act 2013 sets out the requirements for the Code of Conduct.

We commit to:

  1. Treating you with dignity and respect.
  2. Responding to your requests in a timely manner.
  3. Assessing your eligibility for the LSS in a timely and fair manner, in accordance with the requirements of the Act and LSS Rules.
  4. Ensuring that your needs and preferences are at the centre of our decision-making, as well as being consistent with the LSS Rules.
  5. Providing relevant and timely communications.

We assess eligibility for participation in the LSS after considering:

  1. An application provided by the applicant, a person on behalf of the applicant, or an insurer
  2. Relevant motor vehicle accident information
  3. Relevant medical assessment information.

The LSS Rules sets out the eligibility criteria that we use in our assessment process.

During the assessment process, we will:

  1. Communicate with you during the eligibility assessment process, to keep you updated
  2. Assist you with collecting the documentation we require, where reasonable and practical.

We fund necessary and reasonable treatment, care and support expenses that are related to a LSS participant’s motor vehicle injury.

We will:

  1. Make our decisions in a timely manner and in accordance with the LSS Rules.
  2. Explain our decisions to you.
  3. If you have made a request to us in writing about funding treatment, care and support, we will also provide our decision to you in writing.
  4. Help you to identify whether there are other avenues of support for you to pursue if we are unable to meet your needs. This may include Commonwealth or State Government supports.

If you are concerned about the service you are receiving from the LSA or service providers, we ask you to please let us know straight away.

Please speak to your service planner in the first instance, so we can seek to resolve the matter quickly.

If you cannot resolve the matter, you may wish
to submit your concern with the LSA via: email: LSAFeedback@sa.gov.au or the website:
LSA feedback

We will:

  1. Acknowledge your concern within 2 business days of the date that we received your concern.
  2. Investigate your concern in a timely manner.
  3. Communicate with you during the investigation process.
  4. Explain the outcome of the investigation to you.

If you disagree with a decision we have made regarding your eligibility or treatment, care and support services, you can:

  1. Make a complaint or provide feedback
  2. Seek a review of the decision.

If you wish to lodge a complaint or provide feedback, please email us via LSAFeedback@sa.gov.au or the website LSA feedback

We will:

  1. Acknowledge your complaint or request for a review within 2 business days of the date that we received your complaint or request for a review.
  2. Investigate your complaint or request for a review in a timely manner.
  3. Communicate with you during the investigation or review process.
  4. Explain the outcome of the investigation or review to you.

You also have the right to seek an independent review for eligibility and treatment, care and support decisions.

If you wish to seek an independent review, please use lsareview@sa.gov.au

We will:

  1. Acknowledge your request for an independent review within 2 business days of the date that we received your request for an independent review.
  2. Appoint members of an Expert Review Panel to consider your request.
  3. Communicate with you during the review process.

Explain the outcome of the review to you.

We ask that you:

  1. Treat LSA staff and service providers with dignity and respect. Offensive or insulting language will not be tolerated.
  2. Tell us if you require more information or are unhappy with our communications or services.
  3. Tell us if your situation or details change or are about to change.
  4. Attend appointments or provide adequate warning that an appointment will be missed.
  5. Actively work with us in developing your treatment care and support plan.
  6. Provide consent for the LSA to access relevant medical information. This can assist in decisions for necessary and reasonable treatment, care and support.

You can contact the Lifetime Support Authority on 1300 880 849.

The LSS Rules can be found at LSS Rules.

Page last updated: 3 March 2021