Service Charter

This Service Charter (the Charter) explains the service channels we have available to you depending on your enquiry, and the service levels we are committed to providing.

Employers can write to us for reporting support via three channels:

• All channels are routed to a queue for our support team to action.
• When writing to us, please provide as much information as possible about what your enquiry is and what you are seeking to achieve. This helps us to best direct your enquiry.

WGEA does not have enough support staff to manage live telephone queues but when writing to us, you can ask us to call you to discuss your reporting enquiry. Again, please give as much detail as possible to help us give you the best service.

If your enquiry is not about reporting, please use the below channels to contact us.

Website:

The Contact Us page contains a form for all general enquiries and public feedback. This may include:

• A request for data
• Media enquiry
• Providing a compliment, complaint or feedback
• Support on how to improve your gender pay gap
• A question about WGEA legislation
• How to become an employer of choice
• Assistance with how to understand the data within your report
• Available resources to help with developing policies and/or strategies

Email:

You can email us at wgea@wgea.gov.au with your general non-reporting related enquiry. This will be passed on to the appropriate team for action.

Phone:

You can contact us with a general enquiry by phoning (02) 9432 7000 or 1800 730 233.
A message will be taken and passed on to the corporate support team who will review the enquiry and refer to the appropriate team.

Please note, these phones are not answered by people who can assist with reporting enquiries. If you contact reception about a reporting enquiry, they will direct you to raise a request for help through our online channels.

We aim to respond to enquiries within 5 business days. While reporting is underway, we may need more time due to a high volume of enquiries. The banner on the homepage of the
reporting portal, visible once you log in, gives updated waiting times for reporting related enquiries.

Due to the level of analysis required with data related queries, we aim to respond to these queries within 10 business days.

Extensions of time to lodge your report are available if you are experiencing difficulty due to an unresolved enquiry.

Our office hours are 9.00am to 5.00pm (AEST time) Monday to Friday.

We are not open on NSW public holidays.

We conduct ourselves in accordance with the Australian Public Service Values and are committed to upholding the Australian Public Service Code of Conduct.

We will:

• be honest, ethical and professional  
• be helpful and courteous in our dealings with you 
• respond to you as promptly as possible through our support channels 
• respond clearly to requests for information and provide accurate content 
• be transparent about our processes 
• comply with our obligations to you under administrative law such as the Privacy Act and the Freedom of Information Act 
• provide clear and timely information or advice concerning issues relating to gender equality in workplaces, and the Workplace Gender Equality Act 2012 and how it relates to your organisation 
• refer you to an appropriate contact if we are unable to assist you. 

The Agency’s Annual Report will summarise our adherence to the service standards outlined in the Charter.

The Charter will be periodically reviewed and updated to communicate the various support channels available.  

Feedback includes complaints, suggestions and compliments, or any other information about our service. 

If providing feedback, please explain the issue clearly and if you have a suggestion as to “a fix” please provide it, as it will greatly assist us in improving our service. All complaints and issues raised will be handled in a fair, confidential and responsive manner.