Dispute update: Customer Complaints Function restructure - Public Service Association

Dispute update: Customer Complaints Function restructure

As members will be aware, the PSA recently lodged a dispute with Service NSW regarding the change in ‘Primary Locations’ impacting members affected by the Customer Complaints Function restructure. Yesterday, your union attended the Industrial Relations Commission (IRC) to progress this matter further on behalf of members.

Please see the outcomes and agreed actions, supported by the IRC, below:

  • Service NSW is to provide impacted employees with a document outlining expectations and entitlements for working at the primary locations. This document will be sent by no later than the close of business on Friday, 19 April.
  • Service NSW will offer one-on-one meetings for impacted employees to discuss personal circumstances and potential working arrangements should they go on to secure a role.  This will allow members to have greater clarity prior to confirming their expression of interest.
  • Importantly, these one-on-one meetings do not hinder, nor act as a prerequisite for, further discussions with the Department at a later stage, particularly for those who receive a letter of offer.

The above actions are important steps which ensure everyone has a clear understanding of conditions before the recruitment process resumes.

We encourage all members to take advantage of the opportunities provided and engage actively with Service NSW to address any concerns or questions they may have.

Following the two-week process, the PSA will return to the IRC for a Report Back session to confirm that the outcomes and agreed actions have happened.


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