What providers can expect from the Department Respect and support The Department will: Integrity and accountability respect providers’ role, experience and expertise treat each provider with courtesy and The Department will: consideration observe the Australian Public Service meet regularly with providers (APS) Code of Conduct and APS Values adhere to agreed communication protocols adhere to the Commonwealth Procurement with providers Rules, including on principles of probity respond to providers’ queries, generally and ethical and fair dealings within 10 business days act honestly and in the best interests of the work with providers to resolve complaints, Government, the employment services disputes or problems, and consider the industry, job seekers and the community perspective of all parties—including be accountable for our decisions and employers and job seekers—when actions developing resolutions support providers to comply with their deed support providers to implement programme requirements by: changes effectively streamlining and simplifying guidelines maintain the National Customer Service providing timely feedback from contract Line monitoring and programme assurance maintain the Employer Hotline to facilitate activities connections between employers and treat providers’ information confidentially providers. (subject to relevant deed provisions). Openness and transparency Continuous improvement The Department will: The Department will: be transparent in our business dealings work with the industry to promote better maintain honest and open communication practice and innovation provide consistent, accurate and timely regularly review provider performance and advice deliver balanced and consistent feedback maintain feedback mechanisms to support work with providers to help them meet the formal and informal feedback from needs of employers and industry providers work with providers to reduce the consult providers wherever possible, administrative burden of managing and generally through industry complying with deeds representatives—including on contract continually develop its contract variations management capability to make sure provide reasonable notice for providers to providers receive high quality support. implement new or amended guidelines.
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 representatives—including 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: streamlining and simplifying guidelines providing timely feedback from contract monitoring and programme assurance activities treat providers’ information confidentially (subject to relevant deed provisions). 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.
jobactive_deed_2015-2020.docx