Phone services
Our advisers answered more than 383,000 calls in 2018–19, most from employees or their representatives (70%). Our dedicated Small Business Helpline answered 81,481 of those calls. The most common enquiry types were:
- entitlements
- wages
- termination.
Phone service |
2018–19 |
2017–18 |
Non-Small Business Helpline |
301,725 |
277,583 |
Small Business Helpline |
81,481 |
98,641 |
Total (Fair Work Helpline) |
383,206 |
376,224 |
The decrease in Small Business Helpline calls is offset by the increased use of our online resources, including the Small Business Showcase and our Pay and Conditions Tool.
We were awarded ‘Best in Class Contact Centre with over 30 seats’ at the Government Contact Centre Excellence Awards. We were also a finalist for the successful implementation of a software solution that captures customer interactions across telephone, My account and web chat. |
Visit
https://www.transparency.gov.au/annual-reports/fair-work-ombudsman-and-registered-organisations-commission-entity/reporting-year/2018-2019-9