This charter tells you the nature and level of the services you can expect from staff of the Fair Work Commission, and what to do if you are unhappy with the service you receive.
The Commission is Australia’s independent, national workplace relations tribunal, which was established under s.575 of the Fair Work Act 2009 (the Act).
The Commission undertakes functions relating to the provision of simple, fair and flexible workplace relations for employees and employers through the exercise of powers under the Act. The Commission also has responsibilities relating to the registration of unions and employer associations and their financial accountability pursuant to the Fair Work (Registered Organisations) Act 2009 (the RO Act).
The Commission consists of:
The Commission has a General Manager who, supported by administrative staff, assists the President in ensuring that the Commission performs its functions and exercises its powers under the Act. The staff of the Commission are engaged under the Public Service Act 1999.
Commission staff are committed to providing excellent levels of fair and efficient service to users of the workplace relations system.
Staff of the Commission demonstrate commitment to the following service delivery principles. This is what you can expect when you access our services.
If you need an interpreter, or assistance owing to disability or impairment, let us know and support will be provided.
If you need help to communicate with us, you can use the Translating and Interpreter Service on 131 450. If you have a hearing, sight or speech impairment, you can use the Speech to Speech Relay through the National Relay Service on 133 677.
We will work to ensure that our service is:
The work of Commission staff includes:
If you are lodging an application or document with the Commission and need help to complete a form, a Commission employee will be available to help you (but cannot provide legal advice or comment on the merits of your case).
If you visit our offices you can expect ease of access, clear sign-posting to help you find your way within the premises, and staffed service counters where Commission employees will help with your needs.
If you write to us, we will acknowledge receipt of your correspondence within 7 days, and provide you with an employee’s name and contact details for any further follow-up.
Commission staff will work to provide high quality service – it will be timely, accurate and consistent.
If you contact us by telephone, email or online, we will respond to your enquiry promptly. If we are unable to respond to your enquiry immediately, we will advise you when you can expect a response. If your enquiry is received outside of our normal office hours, your contact will be logged and attended to the next working day.
Our services will be provided in a way that keeps you informed and up-to-date, regardless of the way you choose to access our services.
We will help you contact other agencies or bodies that can deal with your enquiry, including the Fair Work Ombudsman. If we need to transfer your enquiry to the Fair Work Ombudsman, we will ensure that this is clearly explained and that the transfer occurs smoothly.
Commission staff are committed to providing a service that is ethical, fair and free from discrimination.
Comments, suggestions or complaints about our services can be made through any of the contact methods in the How you can contact us section of this service charter, or by using the Enquiries and feedback page.
Commission staff will seek to keep improving our services in response to your needs and expectations. We are accountable for our actions and resource usage.
You can help us to deliver the standard of service we aim for when you:
You can contact us between 9am and 5pm on ordinary working days.
If you need help to communicate with us, you can use the Translating and Interpreter Service on telephone number 131 450. If you have a hearing, sight or speech impairment, you can use the Speech to Speech Relay through the National Relay Service on 133 677.
Any comments, suggestions or complaints about the services of Commission staff, or about this service charter, can be made through any of the contact methods in the How you can contact us section of this service charter, or by using the Enquiries and feedback page.
A written record will be taken of any oral feedback or complaint that relates to our services. If you require a formal response, it will be issued within an agreed timeframe.
Alternatively you can contact: