Who We Support
At Sonder, our goal is simple – to provide the right care, at the right time, for workplace injuries. Our streamlined process helps employees recover faster while keeping managers and employers informed and supported.
We assist employees and eligible contractors across Australia who experience a workplace-related injury, illness, or aggravation, including incidents while commuting or working from home.
Key Principles
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Clinician-led decisions – This means every injured employee receives guidance from experienced nurses or doctors who coordinate across different healthcare providers to ensure continuity of care and avoid unnecessary delays.
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Individualised treatment – Our clinicians use the latest medical evidence alongside professional judgement to ensure care is both effective and appropriate, with a focus on helping employees return to safe, sustainable duties.
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Employer partnership – Keeping you informed so you can support your team member effectively. Unlike our core wellbeing offering, this service is not confidential. All reports are sent back to the nominated manager. Member must consent to this information being shared in order to access the program.
How It Works
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24/7 Injury Reporting
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Employees (or their manager) can contact Sonder anytime via in-app chat or phone.
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Our team aims to call the injured employee within 1 hour if requested by a manager.
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Nurse Assessment
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A registered nurse conducts a clinical assessment using the Manchester Triage System.
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Care is guided by medical best practice and tailored to each individual’s needs.
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Care Pathways
Depending on the nurse’s assessment, we may recommend:-
Emergency Department – Immediate hospital care (ambulance arranged if required).
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General Practitioner (GP) – Face-to-face or telehealth within 24 hours.
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Physiotherapy – Direct referral for musculoskeletal injuries.
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Imaging – X-ray, ultrasound, or CT scan as required.
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Self-Care – Guidance on rest, ice, compression, elevation, and symptom monitoring.
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Ongoing Communication
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With the employee’s consent, progress updates are shared with their manager and employer.
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Appointment confirmations and treatment outcome reports are provided at key stages.
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FAQs
Q: Can employees choose their own GP or physiotherapist?
Yes. Employees are free to see their own GP or physiotherapist, but if they choose a provider outside Sonder’s approved network, we close our case management and hand the process back to the employer. This is because we can only manage cases where we have established clinical and administrative partnerships with the providers involved.
Q: What happens if a workers’ compensation claim is lodged?
If an employee decides to lodge a workers’ compensation claim—or is already in the process of doing so—we refer the case to the employer’s injury management team and end our direct involvement. At that stage, treatment, reporting, and invoicing are managed through the employer’s insurer and injury management processes.
Q: Does Sonder provide mental health support as part of this program?
Mental health support is part of Sonder’s broader offering, but it is not included in the workplace injury reporting and update process.
Q: What happens if further treatment is needed outside Sonder’s scope?
If the recommended treatment involves services not covered in your organisation’s agreement with Sonder—such as certain types of imaging or specialist consultations—we will close our case management and refer the employee back to the employer’s injury management team. In these cases, the employee can still continue their treatment directly with the provider or through the employer’s channels.
Q: Will Sonder share injury details with the employer without the employee’s consent?
No. We only share treatment plans, progress updates, and clinical information if the employee has given explicit consent. Without this consent, we can still provide initial triage and advice but will refer the employee to public health services for ongoing care.