Service NSW Customer Complaints function restructure - Public Service Association

Service NSW Customer Complaints function restructure

Members may be aware the PSA recently lodged a dispute in the Industrial Relations Commission (IRC) regarding the change in Primary Locations impacting members affected by the Customer Complaints Function Restructure.

We attended the IRC on 15 April 2024 and understood from the conciliation that Service NSW would consider adding Newcastle to the list of potential sites that could be designated a Hub, along with McKell, Parramatta and Gosford.

The PSA was extremely unimpressed when your employer sent out a communication that did not have Newcastle included in the list, without bothering to inform us that they had decided to walk back that option.

Your union returned to the IRC on Monday 6 May, advised that Newcastle had been put into the mix late in the process.  The Department is not optimistic that it will be a viable option but it still working on it. However, can’t commit to it at this time.

The PSA requested two weeks to discuss the matter further between the parties, which was agreed to and the matter has been listed for a further report back on Monday 20 May 2024.

While Service NSW can go ahead with the EOI process, letters of offer will be delayed as we work through the Primary Locations concern.

In the meantime, the PSA is continuing to advocate for impacted members and seeks your advice in relation to whether Newcastle is still a preferred option.

If you would have wanted Newcastle as an alternative option to McKell, Parramatta or Gosford please contact or 1800 772 679 as soon as possible, quoting reference number 213672.


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