What providers can expect from the Department Respect and support observe the Australian Public Service (APS) Code of Conduct and APS Values The Department will: adhere to the Commonwealth Procurement Rules, including on principles of probity and respect providers’ role, experience and ethical and fair dealings expertise act honestly and in the best interests of the treat each provider with courtesy and Government, the employment services consideration industry, job seekers and the community meet regularly with providers be accountable for our decisions and actions adhere to agreed communication protocols support providers to comply with their deed with providers requirements by: respond to providers’ queries, generally o streamlining and simplifying within 10 business days guidelines work with providers to resolve complaints, o providing timely feedback from disputes or problems, and consider the contract monitoring and programme perspective of all parties—including assurance activities employers and job seekers—when developing resolutions treat providers’ information confidentially (subject to relevant deed support providers to implement programme provisions) exercise its rights under the changes effectively Deed in good faith. maintain the National Customer Service Line Continuous improvement maintain the Employer Hotline to facilitate connections between employers and The Department will: providers. work with the industry to promote better Openness and transparency practice and innovation The Department will: regularly review provider performance and deliver balanced and consistent feedback be transparent in our business dealings work with providers to help them meet the maintain honest and open communication needs of employers and industry provide consistent, accurate and timely work with providers to reduce the advice administrative burden of managing and complying with deeds maintain feedback mechanisms to support formal and informal feedback from providers continually develop its contract management capability to make sure providers receive high consult providers wherever possible, quality support. generally through industry on contract variations provide reasonable notice for providers to implement new or amended guidelines. Integrity and accountability The Department will:
What providers can expect from the Department Respect and support The Department will: respect providers’ role, experience and expertise treat each provider with courtesy and consideration meet regularly with providers adhere to agreed communication protocols with providers respond to providers’ queries, generally within 10 business days work with providers to resolve complaints, disputes or problems, and consider the perspective of all parties—including employers and job seekers—when developing resolutions support providers to implement programme changes effectively maintain the National Customer Service Line maintain the Employer Hotline to facilitate connections between employers and providers. Openness and transparency The Department will: be transparent in our business dealings maintain honest and open communication provide consistent, accurate and timely advice maintain feedback mechanisms to support formal and informal feedback from providers consult providers wherever possible, generally through industry on contract variations provide reasonable notice for providers to implement new or amended guidelines. Integrity and accountability The Department will: observe the Australian Public Service (APS) Code of Conduct and APS Values adhere to the Commonwealth Procurement Rules, including on principles of probity and ethical and fair dealings act honestly and in the best interests of the Government, the employment services industry, job seekers and the community be accountable for our decisions and actions support providers to comply with their deed requirements by: o streamlining and simplifying guidelines o providing timely feedback from contract monitoring and programme assurance activities treat providers’ information confidentially (subject to relevant deed provisions) exercise its rights under the Deed in good faith. Continuous improvement The Department will: work with the industry to promote better practice and innovation regularly review provider performance and deliver balanced and consistent feedback work with providers to help them meet the needs of employers and industry work with providers to reduce the administrative burden of managing and complying with deeds continually develop its contract management capability to make sure providers receive high quality support.