What service standards to expect

The Job Services Australia is available to help you find and keep a job. If you are receiving assistance from a Job Services Australia provider then you can expect and should receive a high level of service.

The Department of Employment and Workplace Relations monitors the way employment services are delivered and all Job Services Australia providers must meet the standards of service and behaviour set out in the Employment and Related Services Code of Practice and Service Guarantees. 

Employment and Related Services Code of Practice

Employment and related services must deliver services in a manner that:

Copies of the Employment and Related Services Code of Practice are available from your local Job Services Australia provider or the Workplace.gov web site—see Related Links.

Job Services Australia Service Guarantee

You will receive ongoing personalised employment services provided by your preferred Job Services Australia provider. These services will be culturally sensitive to your circumstances and background as well as tailored both to your needs and the job opportunities available.

Throughout your period of unemployment, you can expect your chosen Job Services Australia provider to:

• provide access to job vacancy information and job search facilities through touch-screen kiosks
• advise you on job search techniques, career options and vocational employment programs and other services available to you
• give you feedback on a job interview if your Job Services Australia provider arranged it for you
• help you to meet your income support obligations when you are looking for work.

From the time you first start to work with your Job Services Australia provider, services will include:

• recording your vocational profile and resulting résumé in JobSearch
• matching of your vocational profile against vacancies in JobSearch
• establishing a password for access to your personal page and job matches on JobSearch
• immediate access to any job matches via your personal page with additional advice, where arranged, through your personalised email, SMS (short message service) or telephone message bank service.

If you have been registered with Centrelink as unemployed for more than three months, and are receiving Intensive Support services, your Job Services Australia provider will also:

• assess your skills, experience and capabilities and develop an Activity Agreement to help you get work
• help you to improve your job search skills by giving you intensive job search training and additional support to help you make job applications
• contact you regularly, at least every three months and more frequently if you have been registered for more than 12 months.

If you are receiving Intensive Support services, your Job Services Australia provider services may also include:

• help with access to training, a wide range of vocational programs, counselling and other services and work experience consistent with your Activity Agreement
• more intensive job search activities and work preparation with fortnightly contact to help you into a job
• additional services, facilities and activities, such as interpreter services, travel assistance if you are referred to a job interview by your Job Services Australia provider, vocational training, or counselling you may require to get a job
• support while you are settling into your new job.