The Authority has begun to modify business operations in response to the evolving COVID-19 situation. As the situation continues to evolve, we will provide updates via our website.
Key Changes to service delivery:
- As of 4.30pm Monday, 23 March, the Authority will stop providing in-person assistance to clients at our office. We encourage our clients to contact us via email at firstname.lastname@example.org.
- The January to March quarterly return period will open a week early, on Tuesday 24 March with a due date of Thursday 30 April. If you’d like to ask for an extension of time to lodge or pay for this quarter, please contact us at email@example.com.
The Authority has a business continuity plan specifically to allow it to plan, prepare, respond and recover in the event of business disruption as a result of the current COVID-19 pandemic.
This plan recognises the role of the Authority in providing support to our clients during this time. As such, we have taken steps to ensure the following:
- Client enquiries continue to be answered. The Authority is no longer able to provide in-person assistance to clients at our office. While we are currently managing all client enquiries as usual, in the future response times may slow down due to an increase in enquiry numbers, staff shortages and/or remote work arrangements. We encourage our clients with non-urgent queries to contact us via email at firstname.lastname@example.org to avoid phone queues and allow our staff working from home to assist in responding to these enquiries.
- Claims are paid. We are prioritising claims processing over other non-urgent tasks in order to ensure that eligible workers have access to their long service leave entitlements if needed. If you’d like to submit a claim, please complete a claim form and send it to email@example.com.
- Employers receive assistance with their quarterly returns. We will continue to provide employers with all assistance necessary to lodge quarterly returns. The January to March quarterly return period will open on Tuesday 24 March with a due date of Thursday 30 April. If you’d like to ask for an extension of time to lodge or pay for this quarter, please contact us at firstname.lastname@example.org.
Are there any delays expected for making long service leave claim payments?
The Authority is currently maintaining normal processing times for claim payments (5-10 business days). Our business continuity plan prioritises claims processing over other tasks, however processing times may slow down if staff become unwell or all staff are required to work from home. The Authority will closely monitor claim payment times and advise clients if any delays are expected.
Can I cancel or delay the payment for my long service leave already submitted?
Yes. If you have not yet received your payment, you can contact us at email@example.com to have your payment cancelled or deferred.
How do I apply for a long service leave payment?
You can check if you have reached an entitlement by logging into our Worker Portal.
If you have reached an entitlement, you can download a claim form from our website by visiting one of the pages listed below, complete it and submit it to us via email at firstname.lastname@example.org.
Can I submit a claim as a precaution and then cancel it?
While we understand that circumstances are changing rapidly at this time, to avoid the potential for overpayments or putting unnecessary pressure on our resources, we request that you wait until you have made a conclusive decision to proceed with your claim before submitting a claim form.
Is there a hardship provision for workers to access their long service leave benefits before reaching an entitlement?
Unfortunately, no, as our Act does not include a provision for payments to be made before an entitlement is reached.
Can I still come into the office for in-person assistance?
As of 4.30pm Monday, 23 March, the Authority will stop providing in-person assistance to clients at our office. We encourage our clients to contact us via email at email@example.com.
What will happen if the Authority closes?
If the Authority were required to close response times may slow down as Authority staff would have to work from home. Arrangements are in place for any incoming phone calls to be diverted to voicemail, with staff returning calls at a later stage. As the Authority would be unable to process physical mail until the office re-opened, we strongly encourage clients to contact us via email at firstname.lastname@example.org as this will provide the fastest response times.
What happens if I can’t lodge my quarterly return by the due date?
The Authority has provisions to offer Employers an extension of time for lodgement and payment of quarterly returns. If you think you may be unable to lodge and pay your return on time, please contact us at email@example.com to request an extension of time.