CTC Employment Services: Industry Code of Conduct

CTC Employment Services subscribes to Australia's national Employment Services Industry Code of Conduct. Here's what it is:

What job seekers and employers can expect from an employment service provider:

To be treated with respect and dignity

This commitment will be met by:

  • recognising job seekers' and employers' particular needs and circumstances including taking account of their beliefs, ethnic, cultural and religious practices
  • informing job seekers and employers of the names and roles of the employees involved in serving them
  • explaining to job seekers and employers why they are being asked to give information about themselves and assuring them of the appropriate confidentiality of that information
  • behaving courteously to job seekers and employers
  • ensuring that the premises provide appropriately for privacy for job seekers and employers with specific needs such as people with disabilities and parents with children
  • providing job seekers and employers with access to their own records on request under FOI (Freedom of Information)

To have access to a complaints process

This commitment will be met by the provider:

  • making available to job seekers and employers clear and concise information on the operation and procedures of the complaints process
  • establishing and maintaining an internal complaints system to deal fairly with clients' complaints, and
  • referring job seekers and employers who are unhappy with the organisation's response to their complaint to DEEWR, to whom they may submit their complaint in writing or by phone

To be treated fairly and ethically

This commitment will be met by:

  • serving all job seekers and employers fairly and energetically, without favour or prejudice, regardless of the difficulties in meeting their needs. For example, by ensuring that a job seeker with little training will receive the same quality and level of service as a job seeker who has received training, for whom it may be easier to obtain employment
  • providing all job seekers and employers with ongoing assistance
  • striving to achieve the best possible employment outcome for each job seeker. For example, by referring job seekers to vacancies as promptly as possible and not on the basis of irrelevant personal characteristics
  • striving to achieve the best possible outcome for all employers. For example by referring job seekers to employers on the basis of the compatibility of the job seeker's and the employer's needs
  • ensuring that fair decision making processes occur by providing an opportunity for job seekers and employers to be assisted by advocacy support when discussing their views on any decision being taken concerning them
  • providing accurate and up to date information, and
  • ensuring job seekers and employers are informed of their rights and responsibilities

Employment service providers will be expected at all times to demonstrate:

Professionalism and integrity

This commitment will be met by:

  • conducting all business in a manner which is ethical and lawful
  • organising and monitoring activities so that each job seeker is placed in suitable employment as quickly as possible. For example, by carefully matching job seekers to employment vacancies according to their abilities and experience and raising job seekers' standards to meet employers' needs
  • ensuring that staff are appropriately skilled and qualified to provide clients with the best possible service. For example, by providing ongoing training to ensure staff understand:
    • the need to keep proper records, including in accordance with the Employment Services Records Rules, and to follow employment services policy and procedures
    • DEEWR information technology systems, including the Australian Jobsearch Database and are aware of their responsibilities in using the Australian Jobsearch Database as set out in the Service Requirements for the Employment Services Request for Tender
    • the needs of job seekers and employers, and
    • labour market trends and possess adequate and up to date knowledge of occupations, the local labour market and community resources, and have high levels of interpersonal and communication skills
  • providing a safe and productive working environment for staff
  • conducting all business, including that with other providers, in a manner that encourages the respect of job seekers and employers and enhances the standing of the employment services industry
  • acknowledging any limits to the organisation's capacity, for example, by seeking external assistance where specialist expertise is required
  • accepting responsibility to implement this Code and ensure staff are aware of it. For example, by providing training to staff and displaying the code prominently on the premises, and
  • not seeking or accepting fees, benefits or advantages either directly or indirectly from job seekers for employment services funded by the Commonwealth

Responsibility in advertising

This commitment will be met by:

  • advertising in a way that reflects the requirements of the employment services industry Code of Conduct. Claims relating to employment outcomes achieved will derive from DEEWR systems. Truth, accuracy and good taste will be features of all advertising, and
  • advertising in a way that is consistent with all Commonwealth and State legal requirements and promotes the standing of job seekers and the employment services industry as a whole

Confidentiality

This commitment will be met by:

  • conducting interviews confidentially and with due regard for privacy, and
  • complying with the Employment Services Records Rules and other contract requirements dealing with the management of personal information