Breakdown of the relationship between a job seeker and their Workforce Australia Employment Services Provider 001-02070030

Transfer between Workforce Australia providers are the responsibility of providers and the Department of Employment and Workplace Relations.

Where the Department of Employment and Workplace Relations determines the relationship between a job seeker and their Workforce Australia provider has broken down, they may transfer the job seeker to another Workforce Australia provider where one is available. The request to transfer can be initiated either by the job seeker or a Workforce Australia provider.

Job seekers who approach the agency about a breakdown in their relationship with their Workforce Australia provider should be advised to discuss this with their provider in the first instance. Workforce Australia providers have processes in place to deal with these situations. The agency should only tell job seekers to contact the Department of Employment and Workplace Relations National Customer Service Line in limited circumstances as detailed below.

Job seekers should initially talk to their providers about a transfer to another provider. However, in limited circumstances, job seekers requesting a transfer may be advised to directly contact the Department of Employment and Workplace Relations Customer Service Line for job seekers, to request referral to another provider. This includes job seekers who:

• refuse to engage with their Workforce Australia provider, or approach a new provider
• can clearly demonstrate they will receive better servicing if they transfer to another provider, or that they have had a relationship breakdown with their provider which prevents them from receiving appropriate servicing
• have a restricted servicing agreement in place that indicate a restriction on face to face service by Workforce Australia providers
• want to have a declined transfer request reviewed
• have level 3 incident reports recorded on the Customer Incident Management System (CIMS)

If there are serious Services Australia or Department of Employment and Workplace Relations incidents recorded, staff should use their discretion in regards to sending the job seeker to their provider. If there is doubt, tell the job seeker to contact the Department of Employment and Workplace Relations Customer Service Line, see the Resources page for contact details.

A participation suspension (TCW or TCF) does not automatically lift when a job seeker transfers to a new provider. The provider who serviced the job seeker when the suspension report was generated is responsible for notifying reconnection requirements and determining when to lift the payment suspension. Provider contact details are contained in the suspension report accessed via the Participation Compliance workflow and sent to the job seeker via SMS and a suspension letter.

Service Officers are required to:

• deliver key messages about personal responsibility and complying with compulsory requirements
• provide the job seeker with the provider's contact details to discuss the suspension, reconnection requirements and request for transfer

For further information, see Provider responsibilities for managing compliance with compulsory requirements.

Workforce Australia providers that contact the agency about a breakdown in their relationship with a job seeker should be directed to contact their Department of Employment and Workplace Relations Contract Manager in the first instance.