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Fair Work Ombudsman annual performance statement

I, Sandra Parker, as the Entity’s accountable authority, present the 2017-18 annual performance statement, as required underparagraph 39(1)(a) of the Public Governance, Performance and Accountability Act 2013 (PGPA Act). The statement is based on properlymaintained records, accurately reflects the Entity’s performance, and complies with subsection 39(2) of the PGPA Act.

Agency purpose

The FWO is the Australian Government agency responsible for ensuring compliance with workplace relations laws through advice,education and, where necessary, enforcement.


Performance criteria Indicator Target Achieved Further information on results
The FWO manages requests for assistance in a timely manner. Average number of days requests for assistance involving a workplace dispute are finalised. 30 days 14 days Activities and recoveries
The FWO provides information and advice that is accessible, timely and reliable. Availability of website services (time available as a percentage of total time). 99% 99% Online services
Availability of contact centre services (percentage of availability during advertised hours). 99%  99% Phone services
The FWO takes a risk-based and proportionate approach to its compliance and enforcement activities. Requests for assistance involving a workplace dispute finalised through education and dispute resolution services. at least 90% 96% Assisted dispute resolution services
Requests for assistance involving a workplace dispute finalised through compliance and enforcement tools. no more than 10% 4% Enforcement outcomes
The FWO has a positive impact on sectors/regions or issues of importance to the community.

Indicator: Seek to gain a more comprehensive understanding of the reasons for non-compliance with workplace relations laws.

Achieved: The agency completed two inquiries regarding labour contracting and supply chain networks - one in relation to cleaning contractors of Tasmanian supermarket sites and the other in relation to security services for local government councils. These in-depth inquiries provided the FWO with the intelligence to better understand and address the drivers of non-compliance. Expanding our translated online resources and providing the option to submit anonymous reports in 16 different languages enabled more people from culturally and linguistically diverse backgrounds to have access to information about their workplace rights and obligations, providing the agency with more insight into the specific barriers that migrant workers face in the workplace. More than 15 000 anonymous reports were received in the 2017-18 financial year.

Our ongoing program of intelligence-led proactive compliance activities, targeting problematic sectors and industries, allowed us to understand and focus on the main issues that employers have difficulty with when trying to comply with workplace laws.

The agency continues to undertake detailed analysis to understand trends in the internal and external environment to inform operational priorities and activities.

Proactive activities

Further information on results: Proactive activities.

Source: FWO and ROC Entity 2017-18 Portfolio Budget Statements: Programme 2.1 (page 143) and FWOROCE Corporate Plan 2017-2018.

Analysis of performance against FWO purpose

In 2017-18, the FWO met its performance indicators.

Expanding our digital service offerings meant that more people could access our advice, resources and assistance at their convenience. The increased usage of almost all of our online resources indicates that this is what our customers are doing.

We focused on providing employers and employees with the right level of information and support to resolve workplace disputesthrough education and dispute resolution activities. Ninety-six per cent of requests for assistance involving a workplace dispute wereresolved in this manner. Over the last year, the average time taken to resolve requests for assistance involving a dispute reduced to14 days.

The success of our assisted dispute resolution treatments enabled us to target compliance activities to particular areas of the labourmarket. This enhanced our intelligence-gathering and analysis involving systemic non-compliance with workplace laws. In the lastyear, we reported on two of our in-depth inquiries by detailing a comprehensive profile of how key industry sub-sectors (security andcleaning services) rely on multi-level labour supply arrangements and the correlation with non-compliance.