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Job seeker contacts to discuss non-compliance or circumstances impacting compliance 001-10040050

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This page contains information on how job seekers contact Services Australia to discuss non-compliance or potential barriers to compliance.

Referring customers to the Participation Solutions Team (PST)

Service Officer

Description

Service Centre staff

Service Centre Service Officers referring the job seeker to PST

When service centre Service Officers identify a job seeker needs to speak to the PST, they must advise the job seeker to contact PST:

  • via the self service phones on site, or
  • by directing them to call the Participation Solution Team (PST)

It is not appropriate for service centre Service Officers to use internal speed dial numbers to transfer a job seeker.

Protocols exist for phone contact between managers/team leaders in service centres and the PST to alert and manage potential customer aggression. For further information, see Immediate new claim and non-new claim priority processing.

Smart Centre staff

Smart Centre Service Officers cold transfer the job seeker to PST

When Smart Centre Service Officers identify a job seeker needs to speak to the PST, they must perform a cold transfer (unannounced) to the appropriate queue as follows:

PST National Virtual

  • If the job seeker has not been referred to a Community Development Program (CDP) provider

PST Remote Customer

  • If the participant has been referred to a CDP provider