Appendix L: Fair Work Commission Service Charter

[Extracted from the Fair Work Commission website]

Introduction

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.

Who we are

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:

  • a President
  • Vice Presidents
  • Deputy Presidents
  • Commissioners Members, and
  • Expert Panel Members.

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.

Our services

Commission staff are committed to providing excellent levels of fair and efficient service to users of the workplace relations system.

To keep up-to-date with changes to the Act, the RO Act, Commission practices and procedures, or information generated by the Commission, you can:

How we will work with you

Staff of the Commission demonstrate commitment to the following service delivery principles. This is what you can expect when you access our services.

Accessibility

You can access information in the way you choose to through our website at www.fwc.gov.au, by telephone on 1300 799 675, or in person at one of our office locations.

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.

Our service

We will work to ensure that our service is:

  • informative, accurate and timely
  • prompt, courteous and respectful
  • professional and helpful.

The work of Commission staff includes:

  • providing administrative support to the President and members of the Commission
  • assisting individuals and organisations accessing the jurisdiction of the Commission
  • providing conciliation services to support the resolution of unfair dismissal applications
  • undertaking research in relation to minimum wage matters
  • processing forms and documents lodged with the Commission
  • providing support to organisations in relation to their rights and obligations under the RO Act, and
  • publishing decisions, orders, agreements and modern awards issued by members of the Commission.

What we can't do

  • Staff of the Commission can't give legal advice.
  • Staff can't advise you about your particular circumstances and whether or not you have a claim.

Accessing our services

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.

Service excellence

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 inquiry promptly. If we are unable to respond to your inquiry immediately, we will advise you when you can expect a response. If your inquiry is received outside of our normal office hours, your contact will be logged and attended to the next working day.

Seamless service

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 inquiry, including the Fair Work Ombudsman. If we need to transfer your inquiry to the Fair Work Ombudsman, we will ensure that this is clearly explained and that the transfer occurs smoothly.

Fairness

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 Inquiries and feedback page.

Value

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.

How you can help us

You can help us to deliver the standard of service we aim for when you:

  • provide accurate and complete information
  • inform us about any particular needs you may have
  • advise us of any changes to your contact details
  • respond to our requests for further information in a timely manner
  • treat Commission members and staff with respect.

How you can contact us

You can contact us between 9.00 am and 5.00 pm 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.

  • Email: Inquiries can be emailed through our Inquiries & feedback page
  • Telephone: The national Fair Work Commission phone number is 1300 799 675
  • Post: You can write to us at: Fair Work Commission, GPO Box 1994, Melbourne VIC 3001
  • In person: Visit the Fair Work Commission office in your capital city—details are on the Commission offices page.

Tell us what you think

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 Inquiries 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:

  • the Commonwealth Ombudsman, which is independent of the Fair Work Commission. Information about the Ombudsman is available at www.ombudsman.gov.au or by telephoning 1300 362 072
  • the Human Rights and Equal Opportunities Commission (HREOC), especially if you think you have been discriminated against or disadvantaged because of a complaint you have made. Information is available at the HREOC website www.hreoc.gov.au or by telephoning 1300 656 419, or if you use TTY telephone 1800 620 241.