Information on the service you can expect from jobactive, the New Employment Services Trial and digital employment services.
On this page:
Expectations for service delivery
The Australian Government expects the department and employment service providers to deliver quality services to job seekers and employers. The Service Guarantees for jobactive and New Employment Services Trial (NEST) set out the Government’s expectations of providers and the department. The Service Guarantees define the minimum level of service that is given to you as a job seeker, including the nature and frequency of services to ensure you receive quality, personalised assistance and also outline your rights and responsibilities.
Five Service Guarantees are available:
For job seekers with a face-to-face provider
- If you are a job seeker under jobactive, the Service Guarantee for jobactive sets out the minimum level of service you can expect to receive, as well as the requirements you need to meet while looking for work.
- If you are a volunteer job seeker registered with a jobactive provider, please refer to the Service Guarantee for jobactive volunteers.
- If you are a jobactive participant in a New Employment Services Trial region (Adelaide South in South Australia or Mid North Coast in New South Wales), then the services you can expect to receive are outlined in the Service Guarantee for the New Employment Services Trial.
To complement the Service Guarantees, each provider has developed their own Service Delivery Plan. These plans set out the additional services that job seekers and employers can expect to receive from the individual provider.
All providers are required to display the Service Guarantees and their Service Delivery Plans in their offices and make them available to job seekers and employers. You can also find a copy of each provider’s Service Delivery Plan under the ‘Services’ tab when you search for a provider.
For job seekers using digital employment services
- If you are a participant in digital employment services delivered in the New Employment Services Trial, Online Employment Services or Online Employment Services Trial, please refer to the Digital Employment Service Guarantee.
- If you are a volunteer participant on the Volunteer Online Employment Services Trial, please refer to the Volunteer Online Employment Service Guarantee.
Compliments, suggestions or complaints
Your views about the service you receive are important. The department and the providers value any feedback you may have.
If you have any concerns about your income support payments, you should contact Services Australia.
For job seekers with a face-to-face provider
If you don’t think you are receiving the right help and would like to make a complaint, please talk to your provider first. Your provider will offer a feedback process which is fair and will try to resolve your concerns.
If you feel you can’t talk to your provider, or you are still not happy, you can contact the departments' National Customer Service Line via the contact form, email nationalcustomerserviceline@dese.gov.au or on 1800 805 260 (free call from land lines).
If you have suggestions to improve the service that you are getting or would like to make a compliment about the help you have received, please let your provider know or call the National Customer Service Line.
For job seekers using digital employment services
If you wish to make a compliment, suggestion or complaint, please contact the departments' National Customer Service Line via the contact form, email nationalcustomerserviceline@employment.gov.au or on 1800 805 260 (free call from land lines). For more detail, please refer to the complaints process on your dashboard.