Service charter

The Commission’s service charter outlines the nature and level of service the public can expect from Commission staff. You can read the service charter at www.fwc.gov.au.

The website provides information on how to make a complaint or provide feedback on the Commission’s administrative activities. The Commission relies on feedback and complaints to identify service problems and potential improvements, while recognising that each year a number of complaints involve issues that are outside the jurisdiction or authority of the Commission’s administration.

The Commission has a separate process for dealing with complaints about Members, in accordance with the Fair Work Act. You can find information about complaints about Members at www.fwc.gov.au.

During 2017–18, the Commission received 99 written complaints about processes and practices. This is a decrease of 6 per cent, from 105 complaints in 2016–17, as set out in Table 41.

In 2017–18, there was a 37 per cent decrease in the number of complaints about staff conciliations, from 35 in 2016–17 to 22 in 2017–18. The number of complaints about the Commission’s processes decreased by 14 per cent from 2016–17, although they still represented 32 per cent of overall complaints.

The Commission aims to respond to written complaints within 20 working days. We responded to written complaints within an average of 11 days in 2017–18, a substantial improvement from 16 days in 2016–17.

Service charter

Table 41: Complaints
Subject 2017–18 2016–17 2015–16 2014–15
Member conduct 6 4 8 10
Staff conciliation1 22 35 30 18
Outcome of a matter2 5 7 6 23
Timeliness 0 1 4 1
Administration3 15 17 20 26
Pay and entitlements 0 0 0 2
Complaint relating to modern awards or enterprise agreements4 5 1 12 10
Adjournment request refusal 3 0 4 3
Process5 32 37 45 59
Other6 11 3 15 10
Total 99 105 144 162

1 ‘Staff conciliation’ supersedes the previous classification of ‘unfair dismissal conciliation’. Staff conciliations will now include all conciliation processes and conciliator conduct.

2 Complaints relating to the outcome of a matter include decisions of the Commission. These matters generally cannot be dealt with through the complaints process and usually require a formal appeal of the decision to be lodged.

3 ‘Administration’ includes administrative errors, staff conduct, and errors with the website and lodgment system.

4 Complaints relating to the content of modern awards or enterprise agreements usually cannot be resolved through the complaints process and usually require a formal application to be lodged to amend or vary these instruments.

5 ‘Process’ relates to either dissatisfaction with one of the Commission’s processes or a fundamental misunderstanding of the process or the authority of the Commission.

6 ‘Other’ incorporates all other complaints.