Your service guarantee as a job seeker in jobactive

Information on the service you can expect under jobactive and how to provide feedback

Expectations for service delivery

The Australian Government expects jobactive providers to deliver quality services to job seekers and employers. The Service Guarantee for jobactive sets out the Government’s expectations of jobactive providers.

The Service Guarantees define the minimum level of service that a jobactive provider is required to give to you as a job seeker, including the nature and frequency of services to ensure you receive quality, personalised assistance. The Service Guarantees also outline your rights and responsibilities.

Two Service Guarantees are available:

To complement the Service Guarantees, each jobactive provider has developed their own Service Delivery Plan. These plans set out the additional services that job seekers and employers can expect to receive from the individual jobactive provider.

All jobactive providers are required to display the Service Guarantees and their Service Delivery Plans in their offices and make them available to job seekers and employers. You can also find a copy of each jobactive provider’s Service Delivery Plan under the ‘Services’ tab when you search for a provider.

Compliments, suggestions or complaints

Your views about the service you receive are important. The Department of Employment, Skills, Small and Family Business (formerly Department of Jobs and Small Business) and your jobactive provider value any feedback you may have.

If you don’t think you are receiving the right help and would like to make a complaint, please talk to your jobactive provider first. Your jobactive provider will offer a feedback process which is fair and will try to resolve your concerns.

If you feel you can’t talk to your jobactive provider, or you are still not happy, you can contact the Department of Employment, Skills, Small and Family Business' National Customer Service Line on 1800 805 260 (free call from land lines) or email nationalcustomerserviceline@employment.gov.au.

If you have suggestions to improve the service that you are getting or would like to make a compliment about the help you have received, please let your jobactive provider know or call the National Customer Service Line.
If you have any concerns about your income support payments, you should contact the Australian Government Department of Human Services.

Note that call charges apply to ‘1800’ numbers from mobile phones.