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)
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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:
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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)
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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)
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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)
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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)
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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)
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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)
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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)
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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
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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)
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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
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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
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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)
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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
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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
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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
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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
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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.
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