Service NSW: quarterly Joint Consultative Committee report May, 2026
19 May 2026
Follwing feedback from staff, the Public Service Association of NSW (PSA) has raised concerns regarding staff safety at the Parramatta Contact Centre where staff regularly work until 7:00pm.
The Director for Contact Centres advised the committee that a review of recorded data dating back to 2023 revealed there were no instances of safety concerns being raised in relation to the later finishing time, and encouraged concerned staff to record issues in MySafety and advise their Team Leader so the business is made aware.
Discussion also focused on members in Service Centres who participate in Integrated Frontline (IFL). The PSA sought clarification on rostering arrangements in Service Centres where inconsistencies exist across the state. Service NSW advised that managers bear responsibility for rostering IFL in the Service Centres. IFL is more common in the regions due to lower direct customer utilisation than it is in metropolitan areas. Service NSW representatives encouraged staff to raise concerns about IFL with their manager in the first instance.
The PSA also raised concerns about how Service NSW pay Customer Service Representatives (CSR) when they are training to become a driver tester. Service NSW advised us that regardless of how many days they are training for a temporary assignment the relevant allowance will be applied.
For further information contact Trina Leask at or a member of our Service NSW delegate council.
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