Appendix 8: Occupational Health Safety (Commonwealth Employment) Act 1991 reporting

Investigations conducted

Four planned investigations were conducted in accordance with section 41(3) of the OHS(CE) Act into Centrelink’s OH&S management system. The investigations included a review of corporate management systems and workplace investigations undertaken at National Support Office, Braddon Customer Service Centre, in the Australian Capital Territory, and Darebin Customer Service Centre in Victoria. The investigators recommended action to improve the consistency of OH&S performance and the implementation of risk management processes.

An investigation was conducted following an incident at Inala Customer Service Centre in Queensland when a customer started a fi re in the Office. Centrelink conducted a security review after the incident and the investigators supported the recommendations made as a result of the Centrelink review. An investigation was conducted at Currie Street Customer Service Centre in South Australia, following a request from a HSR, about the risk of customer aggression. The HSR had previously issued a provisional improvement notice in respect of safety and security from customer aggression and Centrelink had taken action in response to this notice. The investigator concluded that a further risk assessment and staff training was required, issued an improvement notice and made recommendations. Centrelink has undertaken the additional assessment and complied with the notice.

Two investigations were conducted at Gosford Call Centre and Hurstville Customer Service Centre as part of Comcare’s targeted investigation program into the management of manual handling and occupational overuse syndrome.

All the recommendations arising from the Comcare investigations have been incorporated into the Centrelink Workplace Health and Safety Plan.

Notices issued

Appendix 9: Disability Discrimination Act 1992 reporting

The Disability Discrimination Act 1992 (DDA) covers disability issues in relation to the administration of Australian Government laws and programs, and the provision of goods, services and facilities. The Commonwealth Disability Strategy provides the background for Australian Government organisations to ensure that their policies, programs and services are accessible to people with disabilities.

Centrelink’s people policies and guidelines meet the requirements of the DDA and the needs of people with disabilities.

As an employer, Centrelink ensures that:

• 
  employment policies and procedures comply with the DDA
  
• 
  staff training and development programs include relevant information about the needs of people with disabilities, as members of the community, as clients and as staff, and that they are accessible to people with disabilities
  
• 
  agency recruiters and managers apply the principle of ‘reasonable adjustment’
  
• 
  employment of those with disabilities includes capacity to support the needs and abilities of the individual
  
• 
  workplace strategies support the employment of people with disabilities.
  

As a provider, Centrelink:

• 
  has an understanding of and capacity to provide services to people with disabilities that are appropriate to their current and future needs
  
• 
  implements appropriate quality assurance and improvement mechanisms
  
• 
  implements mechanisms that consider customer satisfaction for people with Disabilities
  
• 
  has a complaint handling process that includes addressing the concerns of people with disabilities
  
• 
  has a service charter that addresses the needs of people with disabilities.
  

Achievements

Achievements in 2003–04 include:

• 
  increasing the level of representation of employees with disabilities from 5.9 per cent in 2002–03 to 6.1 per cent in 2003–04. This figure compares with a declining Australian Public Service trend, which stood at 3.6 per cent in 2002–03
  
• 
  increasing the number of people who participate in the Centrelink Employees with Disabilities Network to approximately 90 participants by June 2004. This group receives regular information, with teleconferences conducted each quarter
  
• 
  setting up a team room for Centrelink employees who have disabilities
  
• 
  establishing partnerships with other Centrelink teams, such as with Communication, Media & Marketing, in supporting International Day of People with a Disability in December 2003, achieving an increased focus on the accessibility of adaptive technology.
  
• 
  including the Disability Action Plan and its supplementary plan in the People Handbook, to indicate Centrelink’s commitment to be fully inclusive. An overall aim is that Centrelink’s future strategic and business plans will account for how the diverse requirements of its entire staff, including employees with disabilities, are addressed.
  

Future Directions

Future directions for Centrelink’s commitment to employees with disabilities are to:

• 
  support the Employees with Disabilities Network
  
• 
  continue to raise team leader and manager awareness of disability
  
• 
  enhance policies and guidelines in the People Handbook to reflect Centrelink’s commitment to employees with disabilities
  
• 
  develop and implement a strategy to encourage self-identification for people with disabilities
  
• 
  address access issues raised by employees with disabilities
  
• 
  ensure recruitment processes encourage more people with disabilities to apply for Centrelink positions
  
• 
  continue to work collaboratively to demonstrate Centrelink’s strong willingness to become an all-inclusive employer that values diversity.
  

Property and Services

Centrelink has 321 Customer Service Centres (CSCs) around Australia. All buildings are leased. Those which are purpose-built for Centrelink comply with a building brief that takes into account the needs of people with disabilities. The brief requires compliance with relevant Australian standards, Human Rights and Equal Opportunity Commission Advisory Notes March 1993 and the Building Code of Australia. Access for people with disabilities is a key selection criterion whenever a lease is being considered in an existing building, as some older buildings may not meet all statutory requirements for access.

During the year, Centrelink improved access for people with disabilities in two CSCs that previously did not comply with all statutory requirements for access. Portland CSC was relocated to purpose-built Office accommodation, and Gunnedah CSC relocated to a building that was upgraded with auto access doors.

The number of CSCs that provide less than desirable access for people with disabilities has been reduced to 24 buildings or 7 per cent of the total number of CSCs in the network. The main drawbacks at these sites include:

• 
  buildings over two levels that do not have a lift
  
• 
  unsuitable parking for people with disabilities
  
• 
  non-automatic doors that may be difficult to open.
  

Alternative arrangements are put in place locally for those customers whose disability requires use of a particular facility, for example, providing full service for customers with a disability on the ground level of a CSC that does not have lift access to the second level.

Over the next 12 months another five CSCs are scheduled for either relocation or refurbishment that will address disability access for these sites for example, relocation of Fitzroy and Richmond (Vic) CSCs, installation of a lift at Fairfield (NSW) CSC, and building upgrades at Casuarina (NT) CSC.

Centrelink’s real estate service provider, Jones Lang LaSalle, is continuing with the building inspection program of CSCs that includes assessment of a site’s compliance with disability access codes. Those sites found not compliant are a priority consideration for inclusion in the annual Leasehold Improvement Program.

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