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Phone services

Our advisers answered over 376 200 calls in total in 2017-18, with the majority of calls coming from employees or their representatives (69%).

Our dedicated Small Business Helpline answered 98 641 of those calls. In April 2018, the Small Business Helpline answered its 500 000th call since its launch at the end of 2013. The most common enquiry types for the Small Business Helpline were:

  • wages
  • entitlements
  • termination.
Table 4: Calls answered, 2016-18
Phone service 2017-18 2016-17
Non-Small Business Helpline 277 583 285 068
Small Business Helpline 98 641 100 677
Total (Fair Work Helpline) 376 224 385 745

The slight decrease in calls answered is due to the increased use of our online resources and services, including an increase in queries answered via web chat. Our online portal, My account, had 24% more log-ins from customers than the previous year, and our Pay Tool had 10% more calculations, indicating that more people are relying on our digital tools to answer questions about workplace entitlements.

The Fair Work Ombudsman was awarded Best People Strategy and Culture at the 2017 Government Contact Centre Excellence Awards.