Employment Service Providers are managed by the Department of Education, Employment and Workplace Relations (DEEWR) and they have “Service Guarantees” which are a set of standards that they have to follow.

These include:

• treating you fairly and with respect;
• taking account of your parenting or caring responsibilities; and
• recognising other limits on your ability to find work.

Job Services Australia providers must ensure that the standards are prominently displayed and available to people who access their services.

You can ask for a copy of the service standards for your program at any time. They are also available at: http://deewr.gov.au/information-products-job-services-australia

Within Disability Employment Services these standards must be outlined in the initial interview with you and they must also comply with the national Disability Service Standards

For more information please see http://www.crrs.net.au/about-us/disability-service-standards/.

If you believe your provider has not honoured these guarantees or standards, you can:

• complain directly to your provider,
• change providers.

It is important and fair that (where possible) you try to discuss your issue with your provider first, to give them the opportunity to address the issue before you take action to change providers.

• They may be unaware that you are unsatisfied or unhappy. Often issues can arise through a lack of communication or misunderstandings. By complaining, you are giving the service an opportunity to change and improve its practices which will benefit not only you, but other job seekers who access the provider.It is a good idea where possible to raise the issue with your case manager at the employment service provider in the first instance.
• If you are unable to do this, you can ask to speak to the service manager (your case manager’s boss/manager).
• It is possible that your issue may be easily resolved. For instance you might be able to change case manager, if you are having a difficult time or you do not get on with your current case manager. Or, you might be confused about what is expected of you and this could be cleared up by talking through it.

You can change providers if you have a reason that fits into one of these areas:

1. Better Servicing – Department of Education, Employment and Workplace Relations will permit job seekers to change providers, if the job seeker can provide reasons why they might get better service elsewhere.

This will require you to be able to explain why a different provider might be better suited to you.

2. Moving locations. If you are moving, you may change your provider to one that is closer or more convenient to you.

When you register your new address with Centrelink or your provider, and it is in a new Employment Service Area (ESA), their systems will automatically transfer you to a new provider.

• ESAs are regions in the Employment Service System, e.g. North Brisbane, South Brisbane, Logan).

You can also let your service know ahead of the move and they may be able to assist you to choose a new provider.

3. Transfer via agreement. This occurs when you and your provider have agreed that you will be better off being supported by a different agency.

4. Irretrievable breakdown. When relationships have broken down and cannot be mended, you can change providers.

But remember, you already have developed a relationship with your provider and it may be easier to mend the relationship than begin a new one.

Your Employment Service Provider is funded get you into employment. They will invest time and money only into activities that will contribute to you getting and keeping employment.

While Employment Service Provider’s have access to an Employment Pathway Fund to help finance services or equipment; they do not have to use this money for every job seeker.

• Just because someone you know has been given a mobile phone, or a job with the council through their provider does not mean that you will be entitled get the same.
• Remember the Department of Education, Employment and Workplace Relations DEEWR (a government department) is required to approve any such transfers and there are guidelines to be followed.
• You must continue to attend your provider meetings while you attempt to resolve your issues.

Before you change providers, it is a good idea to speak to other providers first to identify what they can do for you that your current provider cannot.

This will help you find the best fit for your needs and help prevent a repeat of the situation that led you to need to change providers.

If your Employment Service Provider does not assist you with the request to change, you should call the DEEWR Customer Service Line: 1800 805 260 (free call from landlines).

You may need to leave your contact details if all lines are attended.

The Customer Service line will ask you to explain your issue and then they will investigate it.

If you are unsure about your ability to handle your request you can contact the Welfare Rights Centre (WRC) who can provide you with some practical advice.

• Disagree with Centrelink? How to appeal against a Centrelink decision.
• You can download the following factsheet here:
  • Selecting an Employment Provider