User experience feedback & research

We are conducting research to understand experiences of applicants to unfair dismissal and general protections disputes. The research is focused on expectations and motivations for making a claim and how they compare to the experience users have of our processes and the scope of the jurisdiction. 

We have engaged Pivot Consulting to undertake research for us. The research program includes an anonymous survey and online interviews for eligible participants.

The interviews will give users an opportunity to share their experience one-on-one with the Pivot Consulting research team, providing deeper insights into their experience that cannot be captured in a survey alone. The insights gathered from the interviews will complement the survey findings and support continuous improvement in how we deliver our services.  

For more information or to express interest in participating in the pilot, please contact: surveyresearch@fwc.gov.au.

Your information will be kept confidential and used only for research purposes. Please refer to our Privacy notice and the our Privacy policy for further information on how we manage your personal information.

We have established a user research community to help make improvements to our services and resources. This community helps us connect directly with a diverse range of stakeholders. As a member, you’ll have the opportunity to participate in research activities that interest you. For example, you could help test new tools and resources, provide feedback on your experiences and help us understand how our services work for you. 

You may be invited to participate in research activities such as surveys, interviews, workshops, and website usability testing. In the past we’ve done research on unfair dismissal processes, enterprise agreements and website usability. Read about some of these activities below. 

You can join the community by signing up to our subscription service and provide some basic personal information as well as your interests and experience so we can contact you about research that matches the information you have provided. 

Your information will be kept confidential and used only for research purposes. Please refer to our Privacy Notice and our Privacy policy for further information on how we manage your personal information.

We have a range of ongoing feedback surveys to collect valuable insights about user experiences and satisfaction with our services and resources.  

Feedback about our case management services and facilities, including conciliation services and the online lodgment service can be provided by using an online survey link contained in communications we send out. 

Feedback about the Workplace Advice Service can be provided by using an online survey link contained in communications we send out after a consultation. 

We also seek feedback from website visitors through pop-up surveys. 

Feedback is also welcomed at any time. It can be directed to the User Experience team at: feedback@fwc.gov.au. 

We engaged Wallis Social & Market Research to conduct a survey to invite feedback and ideas from unfair dismissal applicants, respondents and representatives.  

Findings from the survey are being used to benchmark and monitor service performance and inform improved practices and resources. 

• Download the report: Unfair dismissal client service survey (pdf)

We initiated external user experience research to seek feedback from users about case management practices and ideas that could improve service delivery relating to enterprise agreements, including the timeliness of approvals and information materials.

We wrote to Ai Group, ACCI and ACTU to invite their affiliates and members to participate in this important research. Following this, six workshops were held with a broad range of frequent and infrequent users. These workshops were supplemented by in-depth interviews and written contributions from users who were unable to attend a workshop.

We have acted decisively on the feedback. We heard that parties were unsatisfied with timeliness and have taken measures to successfully address that. In fact, based on performance for agreements lodged and finalised in the last seven months, compliant and complete applications are being approved within a median of 17 days from lodgment. Similarly, all applications, simple and complex, lodged and finalised in that period have been approved in a median of 34 days from lodgment. Timeliness is projected to continually improve over the coming months.

Another important piece of feedback was the desire for more accessible education and information resources to assist in making compliant and complete applications. The best way of improving timeliness is for us to be able to approve agreements that are complete and compliant at the time of lodgment. While it was recognised that we have useful resources on our website, there are several recommendations about the Fair Work Ombudsman and the Commission working together to improve the advice and educative resources available to the public.

A detailed explanation about what we have done in response to each of the recommendations to the research and the final report can be downloaded below.

We have recently commenced consultations with users of the enterprise agreement system which have indicated that the changes appear to have improved service delivery. While this is pleasing, we are committed to further improving service delivery.

• Download the report: Agreement Approval Services user experience research (pdf)
• Download the Commission’s response to report (pdf)

We 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 our 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:

• Download the report: Unfair dismissal user-experience research (pdf)

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.

We want to improve access and reduce complexity for tribunal users. As part of this broad focus, we engaged independent consultants to explore the experiences of unfair dismissal users.

The resulting Unfair dismissal user-experience research (pdf) report identified several opportunities where we could enhance users’ experiences. One opportunity was refining our unfair dismissal correspondence to be more user friendly.

In line with the report's recommendations, we have been working to improve our case management correspondence. In 2019, we published a statement setting out our approach to plain language redrafting of unfair dismissal correspondence (pdf).

To help us find out if our improved documents meet their objectives (that is, that they are more readable and effective, and that their tone and emotional impact are improved) we engaged Pivot Management Consulting to critically test the refined documents with applicants and respondents of the unfair dismissal process.

•    Download the report: Unfair dismissal correspondence user testing (pdf)

Mr Bruce Billson, of Agile Advisory, has undertaken a program to generate ideas and feedback about how the Fair Work Commission can better meet the needs of small business.

Consultation meetings were held across the country to hear candid observations, practical insights and real-life experiences from small business employers and their representatives.

A report of consultation findings and recommendations is available to download:

• Download the report: Working better for small business (pdf)

We engaged Sweeney to undertake qualitative 'citizen co-design’ research with small business operators in 2014 as part of the initial stage of the 4-yearly review of modern awards. 

The research reviewed the usability of a selection of modern awards and an Exemplar Award to address some of the structural issues identified in modern awards. 

This research has informed our approach to preparing exposure drafts and its approach to further simplifying awards.

The report details the findings of focus groups and in depth interviews undertaken with 47 small business owners from both metropolitan and regional areas of Victoria and New South Wales.

• Citizen Co-Design with Small Business Owners (pdf)