About My account

My account is our online portal. Find out more about how it works, including what it can do and how you can use it.

On this page:

My account

You need to register to access our My account service.

With My account, you can:

  • submit an enquiry about a workplace question
  • bookmark your favourite pages, awards and Pay Calculator results
  • explore personalised resources such as online training, templates and more
  • get important updates and tailored workplace information.

By giving us specific information about your workplace as part of the registration process, you help us provide you with relevant and tailored information. Every job and workplace is different, which means this information is important for us to give you accurate advice.

Register for My account

Multi-factor authentication

My account uses multi-factor authentication to protect your information.

Tip: Multi-factor authentication

Multi-factor authentication is when you use 2 or more different actions to verify your identity. This is also known as two-factor authentication or two-step verification.

My account requires you to enter your password and a code from an authenticator app when logging in.

Learn more about authenticator apps and how to set this up at multi-factor authentication for My account.

Before making an enquiry

Check what you can do right now to save time before making an enquiry. In most cases, you’ll find the answer to your question on our website or by using one or our free online tools. For:

Using one of these tools or resources will usually give you an answer straight away.

When to make an enquiry

Use our online enquiries service to:

  • check your understanding of our information
  • get general information about workplace laws, employment conditions and entitlements
  • access our useful guides, templates, or links.

You can access a record of your enquiry at any time. The information you provide is secure and confidential.

Below are some examples of online enquiries to help you when submitting your own online enquiry.

Example: Sarah and her final pay

Hi there,

I read on your website that employers need to pay any outstanding wages upon termination.

Does this include accrued annual leave?

Thanks,

Sarah

Example: Simon and his workplace concerns

Howdy,

I’m having some issues with my employer paying me. I'm looking for some resources and guidance, so I can try and sort it out myself. Can you help me out?

Cheers,

Simon

There are some things we can’t help with such as:

Find out more about what we can and can’t help with at Contact us.

For information about what you can expect from us, and what we expect from you, read our Service Charter.

Tip: Legal advice

The information on our website is general guidance.

We can’t give you legal advice or make determinations about the law.

Find out more about getting legal advice at Legal help.

Making a new enquiry

Submitting an online enquiry takes most people around 5-10 minutes.

To submit an enquiry, you’ll need to have the following information available.

Business information, including:

  • business name
  • Australian Business Number (ABN) – we'll help you find the ABN if you don't know it
  • business address and phone number.

Tip: Steps to resolve ABN error message

When creating a My account profile and submitting an enquiry to us, you’ll need to verify the ABN and business name details. Without this information you won’t be able to proceed.

In rare instances, you may receive an error message that the ‘business name does not match with ABN’.

If this occurs, you should follow these steps:

  1. Visit ABN Lookup
  2. Search for the business using the ABN
  3. Check that the business name entered in your My account is identical to the ABN Lookup search result
  4. If they don’t match, update the business name in your My account
    • NOTE: If the business name entered in your My account is the ‘entity name’ in the ABN Lookup result, replace it with the ‘business name’
  5. Try to proceed to the next screen to submit a My account enquiry to us
  6. If the error message still appears, you should call us.

Employee information, including:

  • name of the award or enterprise agreement, that covers the employee (if you know it)
  • employee's occupation and main duties
  • employee's start and end date (if no longer employed)
  • employee's pay rate.

You won’t be able to attach paperwork when you submit your enquiry. If we need any documents, we'll ask you to send them to us later.

Make sure your information is accurate and complete

Rules about pay and conditions are different for each workplace and each job.

Please make sure the information that you provide is accurate and complete. The information we give you is based on the details you give us. Incomplete or inaccurate details may result in you getting information from us that isn’t appropriate or relevant to your circumstances.

After you’ve submitted an enquiry

Our advisers will review your enquiry and get back to you within 10 business days.

In most cases we will call you to discuss your enquiry. This call will come from an unknown number. If we’re unable to reach you, we’ll ask you to call our Infoline.

For a quick, tailored response to your question, you can call us. Our advisers are helpful and trained to provide you with information customised to your specific situation.

Customer types

When using My account, you will be asked to choose from a list of customer types. This information helps us understand who you are and what further information we may need from you.

The table below explains the different customer types found in the enquiry form.

Customer typeDescription
employee representativeA person calling on behalf of an employee, such as a parent, spouse or other professional representative. This includes third parties (for example, a person leaving a tip-off).
employee no longer employedAn employee who is no longer employed or soon to no longer be employed. This includes workers alleging they were an employee in a misclassification or sham contractingWhere an employer represents to a worker that an employment relationship is an independent contracting arrangement when the employer doesn’t reasonably believe this. arrangement.
employerAn owner or internal representative (such as a human resources officer) of a business that employs 15 or more employees. This includes labour hire employersA business that has contracts with other businesses to provide them with workers. or host employers.
employer representativeAn external representative calling on behalf of an employer. Examples include accountants, lawyers and third parties (like onsellers).
existing employeeAn employee who is currently employed or soon to be employed. This includes workers alleging they are an employee in a misclassification or sham contractingWhere an employer represents to a worker that an employment relationship is an independent contracting arrangement when the employer doesn’t reasonably believe this. arrangement.
hirer (regulated workers)A person (or their representative) who hires regulated workers.
independent contractorAn independent contractor who is not a regulated workerA person who is an employee-like worker or a regulated road transport contractor.. This includes workers who have been engaged as a contractor and are seeking information on what constitutes a contracting relationship.
regulated workerA person (or their representative) that works as an independent contractor and is a regulated workerA person who is an employee-like worker or a regulated road transport contractor..
small business employerAn owner or internal representative (such as an office manager) of a business that employs less than 15 employees. This includes labour hire employersA business that has contracts with other businesses to provide them with workers. or host employers.

Length of time we keep your information

We are committed to your privacy.

We don’t store customer enquiries beyond 7 years or customer profiles that have been inactive for more than 7 years. This information is deleted in line with our responsibilities under the Archives Act 1983.

For more information, visit Privacy.

Make an anonymous enquiry or report

If you don't want to provide your personal details via My account and you don't need us to get back in touch, you can make an anonymous report.

Anonymous tip-offs help us identify workplaces that aren't doing the right thing. Reports can be made in English or other languages.

Find out more about anonymous reports.

Related information