PSA dispute: Service NSW Customer Complaints Function restructure - Public Service Association

PSA dispute: Service NSW Customer Complaints Function restructure

Thank you for your attendance and valuable feedback at the members’ meeting on Tuesday, 26 March 2024.

As of 20 March 2024, the Department issued Expressions of Interest (EOIs) with identified ‘Primary Locations’ as McKell (Sydney), 4PSq (Parramatta), and Gosford. These locations deviate from the DCS Regionalisation Strategy and the Department’s commitment to maintaining employees’ current locations, as communicated during the consultation period.

The PSA has formally written to the Department regarding this change, requesting the following:

  1. An undertaking that consultative agreements will be honoured, with Service NSW providing successful employees with Primary Locations reflective of their current home location.
  2. Confirmation that the above will be reflected in revised EOIs and communicated to impacted employees.
  3. Clear communication with regional staff regarding standard expectations concerning travel to primary locations, not inclusive of individual circumstances and flexible working arrangements.

In response, Service NSW has advised that the current EOI locations will remain unchanged. It encourages impacted employees to negotiate any flexible working arrangements individually if successful in obtaining a role in the CCF structure. Service NSW has cited new factors influencing Primary Locations, including access to critical IT systems and operational rhythms integration.

The PSA asserts that it is unsatisfactory to make such a significant change after the completion of the final structure and consultation period, using the rationale that Service NSW has been made aware of new information. Simply put, the impacted staff have not had the opportunity to provide feedback on the actual proposal.  Service NSW has had ample time since November 2023 to review all necessary information and properly consult with impacted employees.

As a result, we have sought the assistance of the Industrial Relations Commission of NSW to resolve this dispute, with a hearing scheduled for Monday, 8 April 2024.

What should you do now?

  • Continue to engage in the EOI process at this time and raise any individual concerns with your PSA industrial representatives.
  • Raise or discuss your individual circumstances with managers in relation to your ‘primary location’.
  • Keep an eye out for PSA updates.

Sign up your colleagues

Now more than ever it’s important to be a member of the union. You can support the work of the PSA and delegates just by asking your colleagues to JOIN today.

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