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DEEWR Service Charter

This charter explains the services and standards of service that clients can expect from the Department of Education, Employment and Workplace Relations (the department). This charter is an overarching document that complements other more specific service charters, guarantees, codes of practice and standards that the department has in place for particular programmes and activities. The charter provides contact information and advises how to provide feedback or make a complaint.

Our services

We aim to maximise the ability of working age Australians to participate actively in
the workforce; and improve the productive performance of enterprises in Australia. We achieve these aims by developing and implementing policies and programmes that support:

Efficient and effective labour market assistance

The department manages income support for working age Australians and labour
market programmes.

Higher productivity, higher pay workplaces

The department provides policy advice and legislation development services to
government and supports employers and employees in adopting fair and flexible
workplace relations practices.

Increased workforce participation

The department undertakes labour market research and analysis, advises and formulates policy and strategies on workforce participation issues and manages implementation of new policy initiatives to increase workforce participation.

Please visit the DEEWR website or Australian Workplace for more information on our services.

Our commitments

In our dealings with you, we will apply our department's key behaviour statement of RESPECT:

  • Responsiveness - provide accurate, consistent, reliable, timely and clear responses to requests
  • Ethics and Integrity - upholding the APS Values and Code of Conduct
  • Service – be client focused to achieve high level outcomes
  • Professionalism – be open, honest, respectful and courteous and provide well researched information and advice
  • Enthusiasm - demonstrate commitment, energy and drive
  • Creativity – always look for better ways to do things
  • Teamwork –work with job seekers, employers, employees, interested organisations and members of the public.

We make these commitments for services we provide directly to clients, and the services delivered through our contracted service providers.

Clients can help us meet our commitments by providing current, accurate and relevant information to us or our contracted service providers.

Providing feedback

We are keen to get your comments about the services we deliver to you. Your feedback helps us to build better service delivery, resolve your concerns and learn from your experiences.

Making a complaint

In all instances, we are committed to trying to resolve the problem immediately. If you have a complaint about one of our services you should:

  • Discuss the problem initially with your point of contact (or their manager).
  • Contact the department using the key contact information below, if your complaint has not been resolved

If you are still dissatisfied with our handling of your complaint, please contact the Commonwealth Ombudsman’s Office on 1300 362 072.

Hearing or speech impaired

If you use a TTY or a computer with a modem as a main means of telephone conversation and want to call someone in the department, call the National Relay Service (NRS) on 133 677 and quote the number you wish to call. If you are phoning a toll free number (i.e. an 1800 number) then the NRS number to call is 1800 555 677.

Interpreter assistance

If you need an interpreter to assist you in accessing information or making a complaint, please phone the Translating and Interpreting Service on 131 450.

Our key contacts

Contact information for specialist areas of the department can be found on the DEEWR website or Australian Workplace, or you can contact us as set out below:

Contact Phone Website Email
Main switchboard number 02 6121 6000 www.deewr.gov.au
www.workplace.gov.au		 webmaster@dewr.gov.au
Employment services:
Australian JobSearch 136 268 www.jobsearch.gov.au jobsearch@dewr.gov.au
Indigenous employment line 180 2102 www.workplace.gov.au
Employer hotline 131 715 www.workplace.gov.au employmentservicesfeedback
@dewr.gov.au
Employment services information line 136 268 www.workplace.gov.au employmentservicesfeedback
@dewr.gov.au
Customer service line
(feedback/complaints)		 1800 805 260 www.workplace.gov.au employmentservicesfeedback
@dewr.gov.au
Workplace relations services:
Workplace Infoline: 1300 363 264
Workplace advisory service (advice about federal workplace agreements)
Australian Capital Territory   wasact@dewr.gov.au
New South Wales   wasnsw@dewr.gov.au
Northern Territory   wasnt@dewr.gov.au
Queensland   wasqld@dewr.gov.au
South Australia   wassa@dewr.gov.au
Victoria   was@dewr.gov.au
Western Australia   waswa@dewr.gov.au
Trades Recognition Australia
domestic 1300 360 992 www.workplace.gov.au traenquiries@dewr.gov.au
overseas 02 6121 7456
General Employee Entitlements
and Redundancy Scheme		 1300 135 040 www.workplace.gov.au geers@dewr.gov.au

Or write to:

Enquiries/Service Feedback
Department of Education, Employment and Workplace Relations
Reply Paid 9879
Canberra ACT 2601

Service Charter review

The Service Charter will be reviewed regularly. Feedback received from clients and stakeholders will be considered as part of the review process.If you have any questions about this Service Charter, please contact our main switchboard number 02 6121 6000 and ask to be put through to the DEEWR Business and Risk Team, Corporate.