eowa = EOWA Service Charter

EOWA will always:

Be honest, ethical and professional at all times;
Be helpful and courteous in our dealings with you;
Tell you how to contact us via telephone, email and facsimile, and be accessible to you between 9am and 5pm NSW office hours;
Provide a voicemail service that will record your message outside of NSW work office hours;
Identify ourselves over the telephone and in face-to-face dealings and ensure our letters have a contact name and telephone number;
Give reasons for our decisions;
Respond quickly to requests for information in a manner that is easy to understand and is accurate in its content; and
Comply with our obligations to you under administrative law such as the Privacy Act and the Freedom of Information Act.
Provide accurate and timely information or advice concerning the Equal Opportunity for Women in the Workplace Act 1999 and how it relates to your business and organisation.

Services for Employers

1.If you email us, we will:

Reply within three working days (except in the case of the annual Employer Reports which will generally take us longer. These are dealt with in the order that we receive them). If we can’t complete the reply within three working days, we will contact you and explain why. You can expect that in most cases, we will respond to you within ten working days.

2. If you write to us we will:

Reply within ten working days and if we can’t reply in that time we will contact you and explain why.

3. If you request publications we will:

Dispatch publications requested by you within five working days of receiving your letter, or contact you to let you know what is causing the delay (for example, out of stock publications).

4. If you phone during normal business hours:

We will answer your call politely and promptly (we aim to do this within five rings);
If your call is answered by our voicemail message because our Information Officer is on another call and there are no other members of staff available to answer your call, we will call you back that day;
On the rare occasions when all staff are at training sessions, your call will be returned the next day. A mobile telephone number will be left on our switchboard voicemail should your call be urgent;
If your enquiry cannot be answered on-the-spot we will ensure that an EOWA staff member calls you within three working days;
If you need to be referred to other EOWA staff members to answer your query we will ensure that you do not need to speak to more than three people (in most cases it will be one or two) before you get a response to your inquiry; and
If your enquiry would be better dealt with by another Agency we will give you the name and phone number of the person or agency best able to help you.

5. If you visit us, we will:

Acknowledge your arrival, and attend to you within five minutes of your arrival at our service area;
Identify ourselves to you; and
Ensure that our offices are clean, tidy and comfortable.

Services for Employees

EOWA ensures that every employee is provided with the opportunity to reach their full potential in a positive, respectful and innovative environment.

Services for Job Seekers

EOWA aims to attract and retain the best and brightest employees in Australia.

If you are interested in joining EOWA and making a real contribution to advancing women in the workplace, please refer to our Employment Opportunities page.

Services for Clients

Since the introduction of the Equal Opportunity for Women in the Workplace Act 1999, EOWA has worked to ensure that we provide you, our valued client, with high-quality service at all times. If you would like to give us feedback regarding our service, we encourage you to do so.

All feedback can be directed to:

Equal Opportunity for Women in the Workplace Agency
PO Box 712
North Sydney NSW 2059
Telephone: (02) 9448 8500

EOWA will respond within five working days of hearing from you. If you are still not satisfied, we will refer you to the most appropriate complaints avenue.

Alternatively you may fill out and submit the online Feedback form.

We will report to our clients in our Annual Report on how we are meeting the service standards in our Charter.

How You May Contact Us

Office Hours:

The office is normally open between 8.30am and 5.00pm Monday to Friday, except on public holidays.

The Compliance Advisory Team is contactable between 10.00am and 4.00pm.
Our telephone number is (02) 9448 8500
Our facsimile number is (02) 9448 8572

Physical Address:
Equal Opportunity for Women in the Workplace Agency
Level 7, 111 Pacific Highway
North Sydney NSW 2060

Postal Address:
Equal Opportunity for Women in the Workplace Agency
PO Box 712
North Sydney NSW 2059

Review of the Service Charter

This Charter sets out the standards for the services we provide.

To make sure that we continually improve our service to you, we will formally review this Charter at least once a year. We welcome your views on the Charter.