PSA Bulletin: ServiceNSW members endorse overtime backpay offer
12 May 2026
Thank you to all members who participated in the PSA survey on the overtime backpay offer from ServiceNSW and to those who attended recent information sessions. Based on this feedback, the PSA will notify ServiceNSW that members have accepted the proposed resolution.
Results
The survey has now closed, with the following results.
Under the proposed role-based model, where employees receive a set payment per shift at 2025–2026 overtime rates regardless of actual overtime worked, the responses were:
- Middle Office and Service Centres: 53.25 per cent Yes; 46.47 per cent No.
- Contact Centres: 66.67 per cent Yes; 33.33 per cent No.
When asked whether members would support the PSA accepting a resolution that includes both the role-based model and an individual pathway, the results were:
- Middle Office and Contact Centres combined: 64.55 per cent Yes; 13.64 per cent No; 21.82 per cent requested more information.
- Contact Centres: 71.43 per cent Yes; 8.57 per cent No; 20 per cent requested more information.
Next steps
The PSA will now work with ServiceNSW to proceed with finalisation of overtime back payments.
Given the large number of staff involved and the complexity of the process, members should expect that payments may take some time to be completed. The PSA will continue to keep members informed as progress is made.
PSA win
It is important to be clear that it is only through the sustained efforts of the PSA and its delegates that ServiceNSW acknowledged it was in in breach of the Award and, from 13 February 2026, committed to ensuring staff are paid for all time worked, and that there will be backpay for unpaid overtime.
The PSA will continue to advocate strongly for members.
Contacts
Service NSW Departmental Committee delegates
Kieren Streat Chairperson
Kylie Sorensen Vice Chair
Will Thomson Secretary
Robbie Gratton Assistant Secretary
Chris Ambroisine
Darran Collins
Joshua Karadaghian
Rae Steel
Simon Dawson
Supreet Kaur
Sylwana Skazyaska
PSA staff