the Provider’s performance of any of its obligations under this Deed is less than satisfactory to the Department; an event has occurred which would entitle the Department to terminate the Deed in whole or in part under clause 56; or this Deed otherwise provides for the Department to exercise rights under clause 52.2, the Department may, at its absolute discretion and by providing Notice to the Provider, immediately exercise one or more of the remedies set out in clause 52.2. The remedies that the Department may exercise are: suspending any or all of the following, until otherwise Notified by the Department: Referrals in respect of some or all of the Services, including at some or all Sites; any Payment under this Deed, in whole or in part; access to the Employment Fund; and/or access to all or part of the Department’s IT Systems for the Provider, any Personnel, Subcontractor, Third Party IT Provider, Third Party System and/or other person; terminating, or requiring the cessation of all access to the Department’s IT Systems for any particular Personnel, Subcontractor, Third Party IT Provider, Third Party System or any other person; requiring the Provider to obtain new logon IDs for any Personnel, Subcontractor, or or Third Party IT Provider and/or other person, and if so required, the Provider must promptly obtain such new logons; or imposing special conditions on: the claiming or making of Payments; access to the Employment Fund; and/or the management of Records, as the Department thinks fit, and the Provider must comply with any such special conditions; reducing or not paying specific Payments that would otherwise have been payable in respect of a relevant obligation; reducing the total amount of any Payments, permanently or temporarily; the Department has already made Payments, recovering, at the Department’s absolute discretion, but taking into account the extent and nature of the breach, some or all of those Payments, as a debt; imposing additional financial or performance reporting requirements on the Provider; reducing Business (including to zero in one or more Employment Regions, and by reducing Referrals to the Provider or transferring Participants to another Employment Provider); reducing the number of NEIS Places allocated to the Provider, where relevant, permanently or temporarily; reducing the scope of this Deed; and taking any other action set out in this Deed. GDV 1
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). exercise its rights under the Deed in good faith. GDV 1 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 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.
If you feel you can’t talk to your provider, or you are still not happy, you can contact the Department of Employment’s National Customer Service Line on 1800 805 260 (free call from land lines) or email . 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. If you have any concerns about your income support payments, you should contact the Department of Human Services. Contact details for the Department of Human Services can be found at .