OEA – Client Services Survey OFFICE OF EMPLOYMENT ADVOCATE CLIENT SERVICES SURVEY (Draft 3) July 2003 Quota Group Group Type 1 Industry Partners 50 S1 2 Employers – had an AWA approved in the period 1st July 2002- 31st May 2003 – preexisting clients 150 S2 Employers – had an AWA approved in the period 1st July 2002- 31st May 2003 - new clients 150 S2 Employees who had an AWA approved in the period 1st July 2002- 31st May 2003 400 S5 3 5 Number required Filter INTRODUCTION (ALL): Good morning/afternoon/evening. My name is ( ) from the Wallis Group. We are conducting a survey on behalf of the Office of the Employment Advocate, which is an office of the Federal Department of Workplace Relations. May I speak to…(NAME) S1 I believe that your organisation is an Industry Partner of the OEA. Is that correct? Yes ........................................................................ 1 No (OBTAIN DETAILS) ......................................... 2 S2 Your organisation has been selected at random as being one that has lodged an Australian Workplace Agreement with the Office of the Employment Advocate, that is the OEA, since July 2002. Is that correct? Yes ........................................................................ 1 No (OBTAIN DETAILS) ......................................... 2 S3 GO TO S3 CLOSE CLOSE This survey concerns your organisation’s contacts with the OEA, and your satisfaction with its client service. Are you the most relevant person in your organisation to discuss these issues? Yes ........................................................................ 1 No .......................................................................... 2 WG 2510 Questionnaire (30/06/16) 1 LOCATE CORRECT PERSON Wallis Consulting Group OEA – Client Services Survey S4 The survey is voluntary and anonymous, nothing that you say will be reported in any way that could identify you. However, the survey may be monitored for quality control purposes - if you do not wish this, please let me know. The interview takes about 10 minutes, may I continue now? (IF NECESSARY: This survey has been approved by the Commonwealth Government Statistical Clearing House. The approval number is . You may phone the Statistical Clearing House on (02) 6252 5285 to verify the approval number.) GO TO OUTCOME CODES S5 Your name has been selected at random from among people who have had an Australian Workplace Agreement approved by the Office of the Employment Advocate since July 2002. Is that information correct? Yes ........................................................................ 1 No (OBTAIN DETAILS) ......................................... 2 S6 CLOSE The Office of the Employment Advocate, which is called the OEA, is undertaking this survey into its clients’ use of its services and satisfaction with them. The survey is voluntary and anonymous, nothing that you say will be reported in any way that could identify you. However, the survey may be monitored for quality control purposes - if you do not wish this, please let me know. The interview takes about 10 minutes, may I continue now? CODE OUTCOME: OUTCOME CODES Interview .......................................................................................... 1 Relevant respondent temporarily absent ........................................ 2 Not able to do interview now ........................................................... 3 Immediate refusal on contacting household /business ................... 4 Refusal by respondent .................................................................... 5 GO TO Q1 ARRANGE CALL BACK ARRANGE CALL BACK CLOSE CLOSE Section 1: Functions of the OEA ASK ALL Q1 When I say the name, Office of the Employment Advocate, what comes to mind? What else? Anything else? PROBE FULLY - RECORD VERBATIM Q2 What do you understand to be the main functions of the Office of the Employment Advocate? What else? What else? PROBE FULLY - RECORD VERBATIM Q3 (SKIPPED) WG 2510 Questionnaire (30/06/16) 2 Wallis Consulting Group OEA – Client Services Survey Section 2: Telephone Advisory Service QUOTA =1 SKIP TO SECTION 4; QUOTA =2 - 4 SKIP TO Q5 Q4 Before today, did you know that the Office of the Employment Advocate is the agency to phone if you are not sure about something in your Australian Workplace Agreement? Yes ........................................................................ 1 No / Don’t know ..................................................... 2 Q5 Have you contacted the National Telephone Advisory Service of the OEA via their 1300 number in the past 12 months? Yes ........................................................................ 1 No / don’t know ..................................................... 2 Q6 GO TO NEXT SECTION GO TO NEXT SECTION How did you find the phone number for the OEA? Looked in the phone book ..................................... 1 Rang another organisation which gave me the number .................................................................. 2 From a booklet my employer gave me when I signed my AWA..................................................... 3 From a workmate .................................................. 4 From a friend /business associate ........................ 5 Through the OEA website ..................................... 6 From a visit the OEA made to my workplace ........ 7 Other (Specify) ...................................................... 8 Can’t remember .................................................... 9 Q7 Was it easy to find the right number? Yes ........................................................................ 1 No .......................................................................... 2 Can’t remember .................................................... 3 Q8 In the past 12 months how many times have you rung the OEA’s Telephone Advisory Service? Once only .............................................................. 1 Two to five times ................................................... 2 Six to ten times ...................................................... 3 More than ten times .............................................. 4 Can’t remember .................................................... 5 Q9 The OEA’s telephone advisory service operates Monday to Friday between 8.30am and 7pm Eastern Standard Time. Are these times convenient to you? Yes ........................................................................ 1 No .......................................................................... 2 Q10 GO TO Q11 What hours would you like the National Telephone Advisory Service to be available to you? RECORD: WG 2510 Questionnaire (30/06/16) 3 Wallis Consulting Group OEA – Client Services Survey Q11 When you rang the advisory service, did the person (people) who answered clearly identify themselves? Yes ........................................................................ 1 Sometimes yes, sometimes no ............................. 2 No .......................................................................... 3 Can’t remember .................................................... 4 QUOTA =2 – 4 SKIP TO Q13 Q12 What was/were your reason(s) for contacting the National Telephone Advisory Service? CODE ALL THAT APPLY Clarify the meaning of my AWA ............................ 1 Information about the progress of the AWA .......... 2 Had a problem with the agreement ....................... 3 Employer was not complying with my rights under the AWA ...................................................... 4 Had a wage query ................................................. 5 Was under pressure to join a union ...................... 6 Was being prevented from joining a union............ 7 Taking Industrial Action ......................................... 8 Dismissal from my job ........................................... 9 Other (Specify) ...................................................... 10 QUOTA =5 – 6 SKIP TO Q14 Q13 What was/were your reason(s) for contacting the National Telephone Advisory Service? CODE ALL THAT APPLY Information about making an AWA ....................... 1 Information about the progress of an AWA ........... 2 Information about filing and approval requirements ......................................................... 3 Information about online services ......................... 4 Information about Freedom of Association ........... 5 About a compliance problem ................................ 6 About a general industrial relations matter ........... 7 Other (specify) ....................................................... 8 Q14 Now I would like you to think about the level of service you received on the phone. Thinking firstly about how quickly your calls were answered, how would you rate the length of time it took to get through? Would you say…? READ OUT: Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Don’t know (DO NOT READ) ................................ 6 WG 2510 Questionnaire (30/06/16) 4 Wallis Consulting Group OEA – Client Services Survey Q15 And thinking about the service you received from the OEA’s telephone advisory staff would you agree or disagree that it was courteous and professional? Agree ..................................................................... 1 Disagree ................................................................ 2 Was courteous but not professional ...................... 3 Was professional but not courteous ...................... 4 Don’t know / can’t remember ................................ 5 Q16 Were the telephone advisory service staff generally able to help with your enquiry or did they say that you needed to call another organisation Advisory service helped ........................................ 1 Had to call someone else ...................................... 2 Q17 Did the person you spoke to give you details of an appropriate organisation to contact? Yes ........................................................................ 1 Gave someone to contact but it was inappropriate ......................................................... 2 No, did not tell me who to contact ......................... 3 Q18 GO TO Q18 GO TO Q20 GO TO Q20 GO TO Q20 Were the people who first answered your call(s) able to help you at the time of your call(s) or did you (sometimes) have to wait for someone to follow-up the enquiry? (Always) able to help at time of first call ................ 1 No, had to wait for someone to call me back ........ 2 No, I was asked to call back ................................. 3 Don’t know / can’t remember ................................ 4 GO TO Q20 GO TO Q20 GO TO Q20 IF NO Q19 And did that person call you back within 24 hours (of your first call)? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know / can’t remember ................................ 3 Q20 So overall would you agree or disagree that your received helpful advice and assistance from the OEA’s telephone advisory service? PROBE: Is that strongly agree/ disagree or just agree/disagree? Strongly agree ....................................................... 1 Agree ..................................................................... 2 Neither agree nor disagree ................................... 3 Disagree ................................................................ 4 Strongly disagree .................................................. 5 Don’t know / can’t remember ................................ 6 Q21 GO TO NEXT SECTION GO TO NEXT SECTION GO TO NEXT SECTION GO TO NEXT SECTION Why do you say that? PROBE FULLY - RECORD VERBATIM WG 2510 Questionnaire (30/06/16) 5 Wallis Consulting Group OEA – Client Services Survey Section 3: Direct Staff Member Contact IF QUOTA GROUP =1 GO TO NEXT SECTION. OTHERS CONTINUE PRE Q22: I’m now going to ask you some questions about DIRECT CONTACT with OEA staff. Q22 Aside from receiving formal correspondence from the OEA, have you had any verbal or written contact with any of the following people about AWAs? READ OUT - CODE ALL THAT APPLY An OEA staff member, aside from the Telephone Advisory Service ................................. 1 An Industry Partner, that is someone outside of the OEA who helped you draw up your AWA ....... 2 A Bargaining Agent, that is, someone who provides AWA services to you and lodges the AWA on your behalf .............................................. 3 A lawyer ................................................................ 4 Someone from your union ..................................... 5 Anyone else? (SPECIFY)...................................... 6 No, no one ............................................................. 7 IF Q22 = CODE 1 ONLY (OEA DIRECT CONTACT) GO TO Q26 IF Q22 = 2-6 (CONTACT WITH OTHER) CONTINUE IF Q22 = 7 (NO ONE), GO TO NEXT SECTION CHECK Q22 ASK Q23 AS APPROPRIATE Q23 Did that person / any of those people refer you to the OEA? Yes ........................................................................ 1 No .......................................................................... 2 Can’t remember .................................................... 3 SEE PREQ24 SEE PREQ24 SEE PREQ24 PRE Q24: IF Q22=1 GO TO Q26. IF Q23=1 AND (Q22=2-6 AND NOT 1) ASK Q24. IF Q23 = 2,3 AND (Q22 =2 – 6 AND NOT 1) G0 TO Q25 Q24 Following this referral, did you…READ OUT: Speak to an(other) OEA staff member .................. 1 Call the OEA’s Telephone Advisory Service ......... 2 Make no contact with the OEA .............................. 3 Q25 GO TO Q26 GO TO NEXT SECTION Why didn’t you contact the OEA? PROBE FULLY - RECORD VERBATIM (GO ON TO NEXT SECTION) Q26 How many times in the past 12 months have you had direct contact with an OEA staff member? Once only .............................................................. 1 Two to five times ................................................... 2 Six to ten times ...................................................... 3 More than ten times .............................................. 4 Can’t remember .................................................... 5 WG 2510 Questionnaire (30/06/16) 6 Wallis Consulting Group OEA – Client Services Survey Q27 When you had contact with the OEA, did the staff member(s) clearly identify themselves? Yes ........................................................................ 1 Sometimes yes, sometimes no ............................. 2 No .......................................................................... 3 Can’t remember .................................................... 4 Q28 When appropriate did OEA staff members provide a telephone number for you to contact them? Yes ........................................................................ 1 Sometimes yes, sometimes no ............................. 2 No .......................................................................... 3 Can’t remember .................................................... 4 QUOTA =1 – 4 SKIP TO Q30 Q29 What was/were your reason(s) for having contact with the OEA? CODE ALL THAT APPLY Clarify the meaning of my AWA ............................ 1 Information about the progress of the AWA .......... 2 Had a problem with the agreement ....................... 3 Employer was not complying with my rights under the AWA ...................................................... 4 Had a wage query ................................................. 5 Had to join a union ................................................ 6 Was not able to join a union .................................. 7 Taking Industrial Action ......................................... 8 Dismissal from your job ......................................... 9 OEA staff member visited my workplace .............. 10 Other (Specify) ...................................................... 11 QUOTA =5 – 6 SKIP TO Q31 Q30 What was/were your reason(s) for having contact with the OEA? CODE ALL THAT APPLY Information about making an AWA ....................... 1 Information about the progress of your AWA ........ 2 Information about filing and approval requirements ......................................................... 3 Information about online services ......................... 4 Information about Freedom of Association ........... 5 About a Compliance problem ................................ 6 About a general industrial relations matter ........... 7 OEA staff member visited my worklace ................ 8 Other (specify) ....................................................... 9 Q31 Now I would like you to think about the level of service you have received from OEA staff. Firstly, how would you rate how easy it was to contact the OEA staff? Would you say…? READ OUT Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Don’t know (DO NOT READ) ................................ 6 WG 2510 Questionnaire (30/06/16) 7 Wallis Consulting Group OEA – Client Services Survey Q32 And would you agree or disagree that the staff you dealt with were courteous and professional? Agree ..................................................................... 1 Disagree ................................................................ 2 Were courteous but not professional .................... 3 Were professional but not courteous .................... 4 Don’t know / can’t remember ................................ 6 Q33 Was the OEA able to assist you or did they suggest that you contact another organisation? OEA assisted ........................................................ 1 Suggested that I call another organisation............ 2 Q34 GO TO Q34 Did the OEA staff member(s) give you details of an appropriate organisation to contact? Yes ........................................................................ 1 Gave someone to contact but it was inappropriate ......................................................... 2 No, did not tell me who to contact ......................... 3 Q35 By what means did you (mainly) have contact with the OEA? By telephone ......................................................... 1 By email ................................................................ 2 By letter ................................................................. 3 By going to the offices of the OEA ........................ 4 OEA came to our workplace ................................. 5 Other (SPECIFY) .................................................. 6 Can’t say ............................................................... 7 Q36 GO TO Q37 GO TO Q36 GO TO Q36 GO TO Q37 GO TO Q37 GO TO Q37 GO TO Q37 Did they respond to your initial contact within five working days? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 Q37 So overall would you agree or disagree that you have received helpful advice and assistance from the OEA? PROBE: Is that strongly agree/ disagree or just agree/disagree? Strongly agree ....................................................... 1 Agree ..................................................................... 2 Neither agree nor disagree ................................... 3 Disagree ................................................................ 4 Strongly disagree .................................................. 5 Don’t know / can’t remember ................................ 6 Q38 GO TO NEXT SECTION GO TO NEXT SECTION GO TO NEXT SECTION GO TO NEXT SECTION Why do you say that? PROBE FULLY - RECORD VERBATIM WG 2510 Questionnaire (30/06/16) 8 Wallis Consulting Group OEA – Client Services Survey Section 4: Industry Partners PRE Q39: IF QUOTA GROUP = 2 – 6 GO TO NEXT SECTION Q39 I would like to talk now specifically about being an Industry Partner. Firstly, what were your reason(s) for becoming an Industry partner? CODE ALL RESPONSES To increase my / our business .............................. 1 To access the special resources and services that are offered under the program ....................... 2 Other (SPECIFY) .................................................. 3 Can’t say ............................................................... 4 Q40 Are you happy with the benefits provided to you under the partnership program? Yes ........................................................................ 1 No (SPECIFY REASONS) .................................... 2 Q41 Now considering your partner manager, and remembering that the survey is confidential, how would you rate the effectiveness of the OEA person managing your partner relationship? Would you say..? Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Can’t say ............................................................... 6 Q42 GO TO Q43 GO TO Q43 GO TO Q43 How could their effectiveness best be enhanced? PROBE FULLY - RECORD VERBATIM Q43 Q43a How useful and informative do you find the e-letter written to partners from the Employment Advocate? READ OUT: Very useful and informative .................................. 1 Somewhat useful and informative ......................... 2 Not very useful and informative ............................ 3 Not at all useful nor informative? .......................... 4 Never seen this newsletter (DO NOT READ) ....... 5 Can’t say (DO NOT READ) ................................... 5 Q43b Do you wish to receive this newsletter in future? Yes ........................................................................ 1 No .......................................................................... 2 WG 2510 Questionnaire (30/06/16) 9 Wallis Consulting Group OEA – Client Services Survey Q44 Q44a How useful and informative have you found the regional state letters provided by the OEA? READ OUT: Very useful and informative .................................. 1 Somewhat useful and informative ......................... 2 Not very useful and informative ............................ 3 Not at all useful nor informative? .......................... 4 Have not seen these newsletters(DO NOT READ) ................................................................... 5 Can’t say (DO NOT READ) ................................... 6 Q44b Do you wish to receive these newsletters in future? Yes ........................................................................ 1 No .......................................................................... 2 Q45 Is there further information you would like to see discussed or reported in these newsletters? RECORD VERBATIM Q46 Are you happy with the way your details are displayed on the OEA web page? Yes ........................................................................ 1 No (SPECIFY) ....................................................... 2 Don’t know ............................................................ 3 Q47 Do you think that having your details displayed on the OEA website has been useful to your business/ organisation? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 Q48 Do you ever visit the on-line partners site? Yes ........................................................................ 1 No .......................................................................... 2 Q49 When was your most recent visit to the Partners Site? In the last month.................................................... 1 1-3 months ago ..................................................... 2 4-6 months ago ..................................................... 3 7-12 months ago ................................................... 4 Over a year ago .................................................... 5 Can’t say ............................................................... 6 Q50 GO TO NEXT SECTION GO TO Q51 How often have you visited the Partners Site in the past year? Once a week or more often ................................... 1 Once a month ........................................................ 2 Every three months ............................................... 3 Two to three times in the past 12 months ............. 4 Once ...................................................................... 5 WG 2510 Questionnaire (30/06/16) 10 Wallis Consulting Group OEA – Client Services Survey Q51 Can’t say 6How would you rate the usefulness of the information on the Partners web site? Would you say it is …READ OUT Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Don’t know (DO NOT READ) ................................ 6 Q52 What other information would you like to see on the site? RECORD VERBATIM Section 5: OEA On-line services QUOTA GROUP 1 ASK Q53. OTHERS GO TO Q54 Q53 Aside from using the Partners’ web site, have you visited the OEA website in the last 12 months? Yes ........................................................................ 1 No .......................................................................... 2 Q54 In the last 12 months, have you visited the OEA website? IF NECESSARY: it is www.oea.gov.au. Yes ........................................................................ 1 No .......................................................................... 2 Q55 GO TO NEXT SECTION GO TO NEXT SECTION When was your most recent visit to the website? In the last month.................................................... 1 1-3 months ago ..................................................... 2 4-6 months ago ..................................................... 3 7-12 months ago ................................................... 4 Can’t say ............................................................... 5 Q56 About how often have you visited the website (in the last 12 months)? Once a week or more often ................................... 1 Every few weeks / once a month .......................... 2 About once a quarter (4 -6 times) ......................... 3 Two to Three times in the past 12 months ............ 4 Only once .............................................................. 5 Can’t say ............................................................... 6 QUOTA =1 – 4 GO TO Q58 Q57 For what purpose(s) have you visited the website? CODE ALL THAT APPLY General information about (my) AWA ................... 1 Information about consenting to an AWA ............. 2 Because I felt pressured to join a union ................ 3 Felt pressured to leave my trade union ................. 4 To look for job opportunities .................................. 5 To get information about balancing work and family ..................................................................... 6 To find out about my rights as an employee ......... 7 Other (SPECIFY) .................................................. 8 Can’t say ............................................................... 9 WG 2510 Questionnaire (30/06/16) 11 Wallis Consulting Group OEA – Client Services Survey QUOTA =5,6 GO TO Q59 Q58 For what purpose(s) have you visited the website? CODE ALL THAT APPLY To view/download OEA publications ..................... 1 To view/download AWA Frameworks ................... 2 To view/download AWA Samples ......................... 3 For the NDT Calculator ......................................... 4 For information about Freedom of Association ..... 5 For research and statistical information ................ 6 For information about the OEA such as newsletters, annual reports, or the service charter ................................................................... 7 For INFORMATION ON AWA ONLINE lodgement (such as how to, or user guide) ........... 8 To use AWA on-line / lodge an AWA on-line ........ 9 For general information on making or lodging an AWA ...................................................................... 10 To send a question to the OEA ............................. 11 Other (SPECIFY) .................................................. 12 Can’t say ............................................................... 13 Q59 How would you rate the web site for EASE OF USE, that is finding it and navigating around it, would you say it is … READ OUT Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Don’t know (DO NOT READ) ................................ 6 GO TO Q61 GO TO Q61 GO TO Q61 GO TO Q61 IF POOR/VERY POOR ASK Q60 Q60 Why do you say that? PROBE FULLY - RECORD VERBATIM Q61 Have you able to find ALL the information you were looking for on the web site? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 Q62 GO TO Q63 Why is that? Did not (seem to) have the information ................. 1 Couldn’t find my way around the website ............. 2 Too much on the website ...................................... 3 Not sure what information I should be looking for . 4 Other (SPECIFY) .................................................. 5 Can’t say ............................................................... 6 WG 2510 Questionnaire (30/06/16) 12 Wallis Consulting Group OEA – Client Services Survey Q63 What other information, if any, would you like to see on the web site? None /can’t think of any......................................... 1 Other (SPECIFY) .................................................. 2 Q64 Overall how would you rate the usefulness of the OEA web site to you. Would you say it is … READ OUT Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Don’t know (DO NOT READ) ................................ 6 Q65 GO TO PREQ66 GO TO PREQ66 GO TO PREQ66 GO TO PREQ66 Why do you give that response? PROBE FULLY RECORD VERBATIM PREQ66: IF QUOTA GROUP= 5, 6 GO TO NEXT SECTION. IF CODE 9 AT Q58 SAY: “You said you had used AWA on-line.” GO TO Q69. OTHERS ASK Q66 Q66 Are you aware that you can lodge Australian Workplace Agreements on-line? This facility is called AWA online? Yes ........................................................................ 1 No ......................................................................... 2 Don’t know ............................................................ 3 Q67 Have you ever logged in or used AWA online? Yes ........................................................................ 1 No ......................................................................... 2 Q68 GO TO NEXT SECTION GO TO NEXT SECTION GO TO Q69 Why haven’t you used or logged into AWA online? PROBE FULLY. RECORD ALL ANSWERS No particular reason / just forgot about it .............. 1 Not worth it – only lodge a few AWAs ................... 2 More convenient to do it by mail ........................... 3 No advantage to doing it on-line ........................... 4 Don’t have / use the Internet ................................. 5 Other (SPECIFY) .................................................. 5 Can’t say ............................................................... 6 Q69 Were you aware of the release of the new updated on-line facility, AWA online II? Yes ........................................................................ 1 No ......................................................................... 2 Don’t know ............................................................ 3 WG 2510 Questionnaire (30/06/16) 13 GO TO PREQ70 GO TO PREQ70 GO TO PREQ70 Wallis Consulting Group OEA – Client Services Survey PRE Q70: IFQ69=1ASK Q70. IF Q69=2,3 AND Q67=2 GO TO NEXT SECTION. OTHERS GO TO Q72 Q70 How did you become aware of the new updated online lodgement facility? (MULTICODE) Personal visit from an OEA staff member ............. 1 Phone call from an OEA staff member ................. 2 Email about AWAonline II ..................................... 3 Letter in post ......................................................... 4 OEA newsletter ..................................................... 5 From the OEA website .......................................... 6 Newspaper article ................................................. 7 Other (SPECIFY) .................................................. 8 Can’t say ............................................................... 9 PRE Q71: IF Q67=2 GO TO NEXT SECTION. OTHERS ASK Q71 Q71 Have you logged into the new updated facility AWA on-line II either to use the system or just to have a look? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know which one I used ................................ 3 Q72 When was your most recent visit to AWA Online, including any visits just to have a look? In the last month.................................................... 1 1-2 months ago ..................................................... 2 3 months ago ........................................................ 3 4-6 months ago ..................................................... 4 7-12 months ago ................................................... 5 Over 12 months ago.............................................. 6 Can’t remember .................................................... 7 Q73 Have you ever used AWA Online either to lodge an AWA or for any other purpose? Yes ....................................................................... 1 No .......................................................................... 2 Q74 GO TO Q75 Why is that? PROBE FULLY - RECORD VERBATIM (GO TO NEXT SECTION) Q75 About how frequently have you used AWA online in the past year? READ OUT: Oncea week or more often .................................... 1 Every two to three weeks ...................................... 2 About once a month .............................................. 3 Once or twice a quarter ......................................... 4 Two or three times a year ..................................... 5 Once a year ........................................................... 6 Can’t say ............................................................... 7 WG 2510 Questionnaire (30/06/16) 14 Wallis Consulting Group OEA – Client Services Survey Q76 Which of the following have you done on AWA online? READ OUT Lodged an AWA or termination notice, variation agreement or extension agreement ...................... 1 Stored or saved a company template or clause ... 2 Viewed or used OEA templates or clauses .......... 3 Use the AWA record keeping facilities for your company ................................................................ 4 Created records for multiple companies ............... 5 Used the user guide .............................................. 6 Anything else (SPECIFY) ...................................... 7 Can’t say (DO NOT READ) ................................... 8 Q77 How would you rate AWA online in terms of ease of navigating around the site would you say it is … READ OUT Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Don’t know (DO NOT READ) ................................ 6 Section 6: Timeframes CHECK QUOTA GROUP IF2,3 ASK Q78, OTHERS GO TO NEXT SECTION Q78 I’m now going to ask you some questions about timeframes in regards to AWAs. How long did YOUR LAST AWA take to process from the time you sent it until you were advised of its approval? 1 - 20 days or less ................................................ 1 21 - 30 days .......................................................... 2 31 to 40 days ......................................................... 3 Over 40 days ......................................................... 4 Can’t say ............................................................... 5 Q79 GO TO Q81 GO TO Q81 GO TO Q81 GO TO Q81 Were you advised by an OEA staff member of the reasons for the delay? Yes ........................................................................ 1 No .......................................................................... 2 Q80 Do you consider this timeframe..READ OUT Very good .............................................................. 1 Good...................................................................... 2 Acceptable ............................................................ 3 Poor ....................................................................... 4 Very poor ............................................................... 5 Can’t say (DO NOT READ) ................................... 6 WG 2510 Questionnaire (30/06/16) 15 Wallis Consulting Group OEA – Client Services Survey Q81 Do you think there should be a different processing timeframe for an AWA fro a new employee on an existing agreement comared to a new AWA for a workplace? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 Section 7: Publications CHECK QUOTA GROUP, IF 5,6 SKIP TO Q86 Q82 . Do you regularly read or use any of the OEA’s publications? (EXAMPLES ARE: GUIDES ON MAKING AWA’S, TEMPLATES, PULICATIONS ON WORKPLACE ISSUES LIKE WORK AND FAMILY) “ Yes ........................................................................ 1 None – don’t use any ............................................ 2 Q83 GO TO NEXT SECTION I’ll read out some statements about the OEA’s publications, please tell me if you agree or disagree with each one. READ OUT IN TURN (ROTATE ORDER) CHECK FOR EACH: Is that strongly agree/disagree or just agree/disagree? Overall, I found the publication/s helpful There was not enough information in the publications The information was presented in a way that was easy to understand It was easy to get hold of the publication(s) I would like to see publications on a broader range of issues Strongly agree Agree Neither agree/nor disagree Disagree Strongly disagree DK 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 GO TO NEXT SECTION Q84 (SKIP) Q85 (SKIP) WG 2510 Questionnaire (30/06/16) 16 Wallis Consulting Group OEA – Client Services Survey CHECK QUOTA GROUP: IF 5, 6 ASK Q86. OTHERS GO TO NEXT SECTION Q86 Did your employer give you an information booklet about AWAs before you signed your AWA? Yes ........................................................................ 1 No .......................................................................... 2 Q87 Did you look at the booklet? Yes ........................................................................ 1 No .......................................................................... 2 Q88 GO TO Q91 GO TO Q91 Did you find the information in the booklet READ OUT: Very difficult to understand ................................... 1 Difficult to understand ........................................... 2 Fairly easy to understand ...................................... 3 Very easy to understand ....................................... 4 Can’t say (DO NOT READ) ................................... 5 Q89 (SKIP) Q90 Did the booklet answer all the questions you had about AWAs? Yes ........................................................................ 1 No (SPECIFY OTHER INFORMATION NEEDED) .............................................................. 2 Don’t know ............................................................ 3 Q91 Have you seen or read any other OEA materials, for example information on your right to join or not join a union or balancing work and family? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 Q92 GO TO NEXT SECTION GO TO NEXT SECTION (SKIP) 8 WG 2510 Questionnaire (30/06/16) 17 Wallis Consulting Group OEA – Client Services Survey Q93 How useful have you found the information in these OEA publications. Would you say…READ OUT Very useful ............................................................ 1 Fairly useful ........................................................... 2 Not very useful ...................................................... 3 Not at all useful ..................................................... 4 Don’t know (DO NOT READ) ............................... 5 Q94 Is there any (other) information related to industrial relations that you would like the OEA to publish? RECORD VERBATIM Section 8: New Initiatives. CHECK QUOTA GROUP IF 5, 6 SKIP TO NEXT SECTION Q95 Thinking now about all aspects of the OEA’s services, in your opinion, what is the best aspect of the OEA? PROBE FULLY RECORD VERBATIM Q96 What is the one aspect, above all others, that the OEA should improve? RECORD VERBATIM Q97 Were you aware that one of the roles of the OEA is promoting better work and management practices? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 Q98 I am going to read out some topics on which the OEA could provide advice and assistance. Please rate the importance of each to your organisation using the scale (PAUSE) very important, important, not very important, not at all important. READ OUT IN TURN (ROTATE ORDER) De-Casualisation - that is, converting casuals into non-casuals] Performance pay Work/family balance Team work Dispute resolution Remuneration Performance appraisals Retrenchments Negotiating agreements Employee Management Relations Q99 Very important Important Not very important Not at all important DK 1 2 3 4 5 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 Are there any services you think the OEA should expand? PROBE FULLY RECORD VERBATIM WG 2510 Questionnaire (30/06/16) 18 Wallis Consulting Group OEA – Client Services Survey Section 9: Community Partners Scheme CHECK QUOTA GROUP IF 1 - 4 SKIP TO NEXT SECTION Q100 (READ OUT) The OEA operates a scheme called Community Partners. This scheme provides assistance to certain categories of employees, such as trainees or apprentices, those whose first language is not English, or those who work at home. Community Partners can help these groups in discussing or negotiating their AWA with their employer. a) Had you previously heard of the Community Partners scheme? Yes ........................................................................ 1 No .......................................................................... 2 Don’t know ............................................................ 3 b) GO TO Q105 GO TO Q105 Have you ever spoken to a Community Partner? Yes ........................................................................ 1 No .......................................................................... 2 Section 10: Demographics: CHECK QUOTA GROUP IF 5, 6 GO TO Q105 Q101 Now I’d like to finish by asking you a few questions about yourself and your organisation. Which publications do you regularly read for information on workplace relations? Business Review Weekly (BRW) .......................... 1 Australian Financial Review .................................. 2 Workplace Express ............................................... 3 Workforce .............................................................. 4 Other (SPECIFY) .................................................. 5 Q102 What does your organisation make or do? RECORD VERBATIM Q103 How many people are employed in your organisation in Australia including any part time or casual staff? RECORD: 1 to 4 ..................................................................... 1 5 – 19 .................................................................... 2 20 – 49 .................................................................. 3 50 – 199 ................................................................ 4 200- 499 ................................................................ 5 500 or more ........................................................... 6 Can’t say ............................................................... 7 Refused ................................................................. 8 WG 2510 Questionnaire (30/06/16) 19 Wallis Consulting Group OEA – Client Services Survey Q104 In which States or Territories does your organisation operate? (MULTICODE) NSW ...................................................................... 1 Victoria .................................................................. 2 Queensland ........................................................... 3 South Australia ...................................................... 4 Tasmania .............................................................. 5 Western Australia .................................................. 6 ACT ....................................................................... 7 NT.......................................................................... 8 All / operates nationally ......................................... 9 CHECK QUOTA GROUP, IF 1- 4 GO TO Q110 OTHERS ASK Q105 Q105 Finally we have just a few questions about you to check that we have covered a good cross section of employees. Firstly what State or Territory do you work in? (MULTICODE) NSW ...................................................................... 1 Victoria .................................................................. 2 Queensland ........................................................... 3 South Australia ...................................................... 4 Tasmania .............................................................. 5 Western Australia .................................................. 6 ACT ....................................................................... 7 NT.......................................................................... 8 All / operate nationally ........................................... 9 Q106 In which industry or business do you work in your current job? RECORD DETAILS Q107 Are you currently an apprentice or trainee? Yes ........................................................................ 1 No, neither ............................................................. 2 Q108 Which language do you mostly speak when you are at home? English .................................................................. 1 Other (SPECIFY) .................................................. 2 Q109 Into which of the following age ranges do you fall? 15-19 ..................................................................... 1 20-24 ..................................................................... 2 25-29 ..................................................................... 3 30-34 ..................................................................... 4 35-39 ..................................................................... 5 40-44 ..................................................................... 6 45-49 ..................................................................... 7 50-54 ..................................................................... 8 55 – 59 .................................................................. 9 60 and above ........................................................ 10 Refused ................................................................. 11 Q110 RECORD RESPONDENT’S SEX: Male....................................................................... 1 Female .................................................................. 2 WG 2510 Questionnaire (30/06/16) 20 Wallis Consulting Group OEA – Client Services Survey CONCLUSION STATEMENT That’s the end of the survey. Thank you for answering our questions. Information from this survey will help the Office of the Employment Advocate to improve its services and undertake new initiatives. As I said information from this survey will be kept completely confidential and following analysis nothing that could identify you will be retained. If you have any questions or concerns, I can give you a number to contact at the Office or the Employment Advocate. (Number is: 1300 366 632). In case you missed it my name is ------------from Wallis Consulting Group. WG 2510 Questionnaire (30/06/16) 21 Wallis Consulting Group