Client experience feedback & research

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. 

Our goal is to empower the community to access the information and services they need quickly and simply.

We have engaged Icon Agency to undertake research to better understand how we can assist users of our website through enhanced website architecture, information resources and services.

Icon Agency will be facilitating telephone or online interviews and workshops of up to 90 minutes duration from September to December 2024.

We are seeking participation from a wide range of users of our services, including those who have utilised or been engaged in Commission processes including but not limited to:

• employee and employer representatives, HR/ER specialists and union delegates participating in enterprise bargaining and enterprising agreement making.
• registered organisation officers, compliance practitioners and delegates in relation to obtaining information resources and compliance information relating to registered organisation requirements.
• users involved in minimum standards orders major cases.

Icon Agency will undertake analysis, prepare a report of findings from the research and recommend actions that will be used for various purposes, including development of enhanced tools, resources and services. User journey and user persona artefacts will be developed to ensure that the future information resources are developed with our users in mind.

Contact for further information 
Queries about the research and expressions of interest to participate can be directed to surveyresearch@fwc.gov.au.  

Please note that this research is not recommended for users of our services who are currently engaged in Commission proceedings. You are still welcome to share your views and ideas to surveyresearch@fwc.gov.au.

Privacy notice 
For details of the Commission’s collection, use and disclosure of information for this research, please see Website UX privacy notice (PDF).  

The Commission 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)

The Commission 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.

The Commission 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.

The Commission has 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 the Commission to be able to approve agreements that are complete and compliant at the time of lodgment. While it was recognised that the Commission has useful resources on its 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 the Commission has done in response to each of the recommendations to the research and the final report can be downloaded below.

The Commission has 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, the Commission is committed to further improving service delivery.

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

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:

• 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.

The Commission wants 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 the Commission’s 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)

The Commission 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 the Commission’s 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)