Introduction
We are implementing changes to case management practices, systems and information resources. These changes are necessary as we manage increased workload, resourcing challenges and the impact of GenAI.
Content
We are committed to continuous improvement. This helps to ensure the effective and timely delivery of our functions. It also enables us to adapt to meet the evolving expectations of the Australian community.
Our current change program is in response to:
- a significant increase in workload
- an increase in self-represented applicants
- budget constraints
- resourcing challenges
- proliferation of generative AI tools.
The change program is aligned with our commitment to reducing regulatory burden and providing fair and efficient access to justice for employees, employers and other workers and businesses.
The planned reforms will result in changes to the way users interact with us. We are committed to working with key stakeholders to design systems and processes that meet user needs and operational requirements.
Why these changes are needed
We expect that by the end of the 2025-26 financial year our workload will have increased by over 70% in the space of 3 years. The increase in workload is unsustainable in our current operating environment and comes at a time when we are:
- experiencing resourcing challenges
- managing the impacts of the rapid expansion of GenAI
- seeing an increase in self-represented parties.
It is necessary for us to review every aspect of our work to both manage these challenges and continue to deliver our functions to the community.
These challenges and the need for change are further detailed in the:
Questions and feedback
We are committed to working with users as we implement changes. We welcome your questions and feedback at feedback@fwc.gov.au.