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Online services

The FWO website, www.fairwork.gov.au, is our main education and advice channel. The mobile-friendly site provides:

  • comprehensive information about workplace rights and obligations
  • industry-specific information on workplace laws
  • self-service tools
  • information and resources in over 30 languages.

In 2018–19, visits to the website increased by 7% to over 17.8 million. Traffic to the website has increased by 1.5 million over the last two years.

Table 1.1: Website visits and users, 2017-19

Table 1: Website visits and users, 2017-19

2018–19

2017–18

2016-17

fairwork.gov.au visits

17,846,171

16,756,865

16,328,246

fairwork.gov.au users

10,081,020

9,383,211

9,556,221

Note: Visits represent the total number of individual visits to the website. Users represent the number of individuals who have visited the website. These figures count visits from the same user as an additional visit, but not as an additional user.

Tailored information and resources

We've continued to enhance and expand our online resources to provide more tailored information to our customers.

Fast food, restaurants and cafes

We developed a tailored website section that provides industry-specific information for fast food, restaurant and cafe businesses and workers. The web pages include interactive graphics and templates, providing information in a simple and practical way.

The pages also cover common issues that employers and employees in the sector have difficulty with, such as:

  • award coverage
  • pay
  • pay slips and record-keeping
  • salary payments
  • hours of work
  • calculating leave.

Since its launch in March 2019, the pages in this section have collectively been viewed more than 82,000 times.

We won Silver at the 2018 GovDesign Awards for our young worker videos, produced in partnership with the Foundation for Young Australians. The videos, available on the FWO website and YouTube channel, have been viewed 245,343 times.

Small business

Since its launch in April 2018, our digital Small Business Showcase has been viewed more than 100,000 times, receiving nearly 73,000 views in the last financial year.

The showcase provides tailored resources, tools and information, including instructional videos and templates, to support small business employers. It covers topics such as:

  • hiring employees
  • calculating pay
  • keeping accurate records.

Supporting employers to manage family and domestic violence issues

We worked with the Department of Employment, Skills, Small and Family Business to develop the Employer guide to family and domestic violence. The guide is an initiative of the Department of Social Services’ National Plan to Reduce Violence against Women and their Children 2010-2022.1

Launched in June 2019, the resource sets out workplace obligations and provides guidance on developing a workplace response to managing family and domestic violence.

In-language information

We have information and resources in over 35 languages for people from culturally and linguistically diverse backgrounds. This includes extensive information, downloadable resources and videos, as well as an auto-translation tool, which translates most pages on our website.

We upgraded the tool during the year to improve contextual accuracy and make translations quicker. Over 253,000 website pages were translated using the auto-translation tool. The most translated pages related to pay and minimum wages.

Website translation tool, most popular languages 2018–19

Language

Number of pages translated

Simplified Chinese

114,945

Korean

29,113

Spanish

18,057

French

12,431

Japanese

12,030


In 2018–19, we expanded our professionally translated in-language content, adding in-language videos in nine new languages to address the most common questions and queries asked by migrant workers. Our in-language resources were viewed over 125,000 times, and our in-language videos have been viewed nearly 85,000 times.

Our Anonymous Report tool is also available in 16 languages (in addition to English). Further information about anonymous reports is detailed in Intelligence-led activities.

Email subscription services

Subscribers to our email update service increased by more than 100,000 during the year, to over 493,000 active subscribers. Subscribers can opt-in to receive email updates on various topics, including:

  • pay rates and entitlements
  • new products and resources
  • industry updates.

Online education and proactive compliance tools

Customer engagement with our online tools increased during the year. Our tools aim to proactively educate both employers and employees about their entitlements and obligations, and enable them to resolve issues.

In 2018–19, we developed interactive templates that reduce the time needed to prepare correspondence for those navigating employment related decisions, such as:

  • applying for leave
  • requesting flexible working arrangements
  • asking to view and receive copies of employment records
  • providing notice of resignation.

We experienced a 7% increase in the use of our popular Pay Calculator, the Pay and Conditions Tool, with an average of 513,000 calculations a month.

Our Find my Award tool, which helps customers determine award coverage, was used over 1 million times.

Our Online Learning Centre was migrated into My account to make accessing it easier for more of our customers. Users commenced 38,491 online learning courses, a 4% increase from the previous year. The most popular courses included:

  • Starting a new job
  • Managing performance
  • Difficult conversations in the workplace – employee and employer course
  • Record-keeping and pay slips.

Our Record My Hours smartphone app, which assists employees to record their hours of work, was downloaded 20,039 times, a 16% increase from the previous financial year.

Online resources and usage 2017-19

Resource use

2018–19

2017–18

Online Learning Centre

38,491

37,080

Record my hours app

20,039

17,217

Pay Tool visits

4,559,387

4,413,288

Pay Tool calculations

6,162,221

5,775,755

My account logins

495,345

348,383

My account registrations

132,411

102,342

Find my Award searches

1,065,822

1,075,311

Online enquiries

In 2018–19, we answered 62,790 online enquiries via My account, web chat, email, Facebook and Twitter.

My account, our online customer portal, allows customers to:

  • send general enquiries about workplace issues
  • save website pages and wage calculations
  • receive communications and information tailored to their industry
  • undertake online learning courses.

We answered 43,410 My account enquiries, mostly from employees and their representatives (78%). The majority of enquiries came from the following industries:

  • accommodation and food services (12%)
  • health care and social assistance (11%)
  • professional, scientific and technical services (10%)
  • retail trade (9%)
  • construction (9%).

We answered over 2600 enquiries through our Facebook and Twitter accounts in 2018–19. Our Facebook followers grew by 22% over the year, with 123,323 followers at 30 June 2019. Our Twitter account had 18,877 followers, a growth of 4.7%.

Footnotes

  1. See Department of Social Services’ National Plan to Reduce Violence against Women and their Children 2010–2022 available at https://www.dss.gov.au/women/programs-services/reducing-violence/the-national-plan-to-reduce-violence-against-women-and-their-children-2010-2022.