Your service guarantee as a job seeker in jobactive, NEST and online employment services

Information on the service you can expect from jobactive, the New Employment Services Trial and online employment services.

Expectations for service delivery

The Australian Government expects the department and employment service providers to deliver quality services to job seekers and employers. The Service Guarantees for jobactive and New Employment Services Trial (NEST) set out the Government’s expectations of providers and the department. The Service Guarantees define the minimum level of service that is given to you as a job seeker, including the nature and frequency of services to ensure you receive quality, personalised assistance and also outline your rights and responsibilities.

Five Service Guarantees are available:

For job seekers with a face-to-face provider

To complement the Service Guarantees, each 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 provider.

All 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 provider’s Service Delivery Plan under the ‘Services’ tab when you search for a provider.

For job seekers using online employment services

Compliments, suggestions or complaints

Your views about the service you receive are important. The department and the providers value any feedback you may have.

If you have any concerns about your income support payments, you should contact Services Australia.

For job seekers with a face-to-face provider

If you don’t think you are receiving the right help and would like to make a complaint, please talk to your provider first. Your 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 provider, or you are still not happy, you can contact the departments' National Customer Service Line via the contact form, email nationalcustomerserviceline@employment.gov.au or on 1800 805 260 (free call from land lines).

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 provider know or call the National Customer Service Line.

For job seekers using online employment services

If you wish to make a compliment, suggestion or complaint, please contact the departments' National Customer Service Line via the contact form, email nationalcustomerserviceline@employment.gov.au or on 1800 805 260 (free call from land lines). For more detail, please refer to the complaints process on your dashboard.