New complaints service to make employment providers more accountable

A new complaints service has been launched by the Albanese Government to help Australians who use employment services to raise concerns more easily and effectively.

A dedicated team of investigators in the Australian Public Service will review lodged complaints, so that people using employment services are no longer automatically referred back to their provider to resolve complaints by themselves.

Routine public reporting will provide transparency around complaint numbers and user experience, with complaints data to inform how services are assessed and rated. Providers will also be required to respond to complaints raised.

The strengthened service, now hosted by the Department of Employment and Workplace Relations, aims to help address the power imbalances between employment service providers and job seekers using those services. 

Minister for Employment and Workplace Relations Murray Watt said the new service also improves accountability.

“Every Australian should be treated with dignity and respect when they’re looking for a job, so we’re ensuring people are heard and taken seriously when they encounter service that is below the appropriate standard,” Minister Watt said.

“This initiative will ensure providers are better held to account for the level of service they provide to people.

“This is also good for employment providers who are doing the right thing, to help strengthen trust in the industry, and overall transparency.”

This measure forms part of the Strengthening the Integrity of Employment Services initiative announced in the 2024-25 Federal Budget.

A discussion paper will be released next Wednesday (December 11) to gather feedback on the complaints mechanism, as it rolls out. 

For more information on how to lodge a complaint, please visit:  Making a complaint about pre-employment and employment services