Return to face-to-face Servicing

Fact sheet

Participant factsheet

Changes to servicing

From Tuesday, 9 March 2021, your services will return to face-to-face.  This means that, if required by your provider, you should attend appointments, activities, other services and training, in-person. 

Your provider may contact you shortly to let you know if there is anything you need to do.  Meeting with your provider face-to-face will be a great opportunity to talk about potential employment, education and training opportunities in your local area. 

If you have a valid reason to not attend face-to-face services, such as a health or COVID-19 related issue, please contact your provider.

Face-to-face servicing

Your Transition to Work provider will make sure that all face-to-face appointments and activities are delivered in a COVID-safe way and meet local health guidelines and advice for your area.  They are also required to have a COVID-Safe plan at all times.

When attending face-to-face servicing, you must follow all COVID-19 related procedures put in place by your provider, host organisation, training provider, or other organisation/venue.

We also recommend that you follow safety instructions to protect you and those around you, such as:

  • wearing a face mask or covering where required or where physical distancing is not possible;
  • maintaining physical distancing where possible
  • download the COVIDSafe app, and
  • washing or sanitising your hands prior to, during and after attending any appointment or activity

If you are sick, have been to a recent COVID-19 hotspot or have been told to self-isolate by health authorities you must not attend your appointment, activity or training in person. You must also tell your provider who can advise you about requesting a temporary exemption from mutual obligation requirements. You can also contact Services Australia or your provider for information about exemptions.

At any time, where face-to-face delivery is not permitted or otherwise restricted by the relevant state or territory government, your provider will still provide you with support via phone and online.

More information

If you would like more information about face-to-face servicing, contact your provider.

If you have any concerns about face-to-face servicing or a provider’s COVID-Safe plan, contact the National Customer Service Line on 1800 805 260 or email