The Fair Work Commission has engaged Pivot Management Consulting to undertake user experience research with frequent and less frequent users of its agreement-approval services. The purpose of the research is to examine user experiences and explore ways to improve case management practices and information resources for users.
A program of workshops to hear from users about their experiences and ideas is central to the research. The workshops will be held in the Commission's Sydney and Melbourne offices in July and August 2018. The research will also involve workshops with Commission Members and staff who process agreement applications.
A discussion paper prepared by the Commission's Research & Evaluation team provides background information about the agreements function. Further information will be shared with research participants to stimulate discussion during the workshops.
User-experience workshops will be held in Melbourne and Sydney in July and August 2018. Some in-depth interviews with a researcher from Pivot Management Consulting may also be arranged. Further workshops may be scheduled for later in the year.
For more information about workshop times and venues, or to register your interest in participating, please email firstname.lastname@example.org. We also welcome feedback at any time.
The Commission has engaged Wallis Social & Market Research (Wallis) to conduct the client service survey on its behalf.
The survey was launched in October 2017 to invite feedback and ideas from unfair dismissal applicants, respondents and representatives. Regular surveying is scheduled to take place throughout 2018.
Participation is entirely voluntary and greatly appreciated. Survey responses will be collected and stored securely by Wallis and will remain confidential. Participants can complete the survey online or by telephone.
Findings from the survey will be used and reported in a range of ways throughout 2018 to benchmark and monitor service performance and inform new and improved practices and resources.
The Commission's research team will contact employers, employees and representatives who have been involved in an unfair dismissal matter and invite them to participate.
For more information about participating, or to register your interest, please email email@example.com. We welcome feedback or ideas at any time.
The Commission engaged Cube Group to conduct unfair dismissal user-experience research with employers and employees throughout 2017.
The purpose of the research was to examine client experiences and explore ways to improve case management practices and information resources.
Findings from the research are being used in the design of the Commission’s new case management system and a range of other initiatives designed to improve services and information resources for self-represented and first time users who are unfamiliar with tribunal procedures.
A consolidated report of findings from the research is available to download:
Further research, including client service surveying and user-testing research will continue throughout 2018 to help identify further improvements to case management practices and information resources and to monitor the effectiveness of changes implemented.
The Commission continues to invite feedback from parties immediately following the conduct of a conciliation conference. This feedback is provided using an online feedback form. A link to the feedback form is included in correspondence to parties from the conciliator after the session.
Participation is entirely voluntary and greatly appreciated. The Commission monitors the results of the feedback, including service performance measures and reports.
To provide feedback and ideas to the Commission directly, or to access a survey link to provide feedback anonymously, please email firstname.lastname@example.org.
The Commission is building a new case management system. The new system is designed to assist Australian employers and employees when applying and responding to applications made to the Commission by reducing administrative burden and delivering better access to quality and timely information.
The new system is being built in an iterative manner with users involved in all stages of design. During the first half of 2018, Commission staff invited employers, employees and representatives to join them in design workshops to help shape the system for future users.
Training will be provided to frequent users of the Commission's services to assist in transitioning to the new system. Training will be provided in all states and territories.
For more information about workshop and training opportunities, please email email@example.com. We welcome feedback and ideas at any time.
For complaints about Commission Members and staff or about an experience you’ve had at the Commission please visit our Complaints & feedback page.
If you register your interest using an email address provided on this page, the Commission will collect your personal information, specifically your name, email address and contact details, for the purpose of facilitating research and consultation activities. The consequence of not providing some or all of your personal information is that the Commission may not be able to arrange for you to participate.
The Commission will use and disclose your personal information to Commission staff and meeting hosts for the purposes of your participation in research and consultation activities, including to coordinate meetings, circulate information to participants and meeting hosts, and obtain feedback from participants as required. Your personal information will not be used for any other purpose or disclosed to any other person or organisation by the Commission, unless such use or disclosure is with your consent or is otherwise permitted under the Privacy Act 1988 (Cth).
All comments and contributions made to research and consultation activities will be used for research purposes only and will not be attributed to individual participants. Reporting will not identify individual participants.
The Commission’s privacy officer may be contacted by emailing firstname.lastname@example.org or by mail to: Privacy Officer, Fair Work Commission, GPO Box 1994, Melbourne 3001.