Disclaimer: The Australian Government is currently operating in caretaker mode. This website is hosted by the Department of Employment and Workplace Relations. We will continue to gather stakeholder feedback during the caretaker period to inform our future advice to government following the election. The department will not respond to political content received via submissions or surveys.

New complaints service

The Australian Government is strengthening the complaints service for people engaging with pre-employment and employment services. This measure is part of the 2024–25 Budget announcement for Employment Services – Strengthening the Integrity of Employment Services.

A new complaints service has been launched within the Department of Employment and Workplace Relations with a dedicated team of investigators to handle complaints. The new service will provide clients with an effective voice, with the appointment of a senior person to oversee the complaints service.

Our goal is to develop a complaints service which is accessible and considers the needs of the complainant, including those who are vulnerable. Complaints will be handled impartially, confidentially and with empathy.

Visit our complaints webpage for more information. We have also developed an accessible and easy to use online complaints form. This form provides another option for people to submit complaints, in addition to our current telephone and postal contact options.

Discussion paper

The discussion paper is now available and seeks your feedback on the new complaints service for people using Workforce Australia pre-employment and employment services. Your feedback will help to continuously improve the services we provide. Our goal is to create a complaints service that meets the needs and expectations of all people who connect with Workforce Australia.

 

Discussion Paper.pdf

Discussion Paper.docx

Privacy

All submissions are subject to our privacy collection statement. To view our statement, please click on 'Have your say' below.

Feedback

Feedback via email or post

Feedback can be submitted up until 5pm AEDT Friday 7 February 2025. Respondents are invited to submit feedback here.

If you have any questions and/or wish to provide your feedback/submission via email, you can email us on complaintsfeedback@dewr.gov.au.

Written submissions can be posted via

Employment Services Complaints Implementation Consultation

Department of Employment and Workplace Relations

GPO Box 9828

LOC: 14M4 Canberra ACT 2601

Timeline

  • Closed
    closed
    7 February 2025
Contact
Complaints Management Team
ComplaintsFeedback@dewr.gov.au