Before you call

If you have some information ready, we’ll be able to help you quicker and provide tailored advice.

On this page:

Get your information ready

Having some basic information ready before you call means we’ll be able to help you quicker.

Before you call, make sure you know:

  • the award or registered agreement that applies
  • business details such as the ABN
  • job details such as position title and duties
  • the industry you work or operate in.

We have more information below about what you’ll need before calling us. If you don't have this information when you call, we may need you to find it out and call us back.

You can often find this information:

  • in employment contracts or letters of offer
  • on pay slips or records
  • on workplace noticeboards or intranets.

If you’re an employee, you can also ask your employer, union representative or work colleagues these questions.

Once you have this information, Call us. It's a good idea to stay on our website when you call us so our advisers can show you where to find the information you need.

When speaking with us, you can choose how much information you want to share. However, if you don’t provide us with all the information we’ve requested, this may limit the advice we can provide.

If you’d like to report an issue anonymously, send us an anonymous tip-off.

Find your business and job details

We’ll want to know the:

  • business trading and/or legal name
  • ABN (Australian Business Number) – search for yours at ABN Lookup
  • industry of the business
  • job title and typical duties
  • employment status (for example, full-time, part-time or casual).

If the business is in Western Australia (WA), we'll need to know whether it is a Pty Ltd. or Ltd company.

Not sure if you’re covered by the WA system? Check if you’re covered at Which system of employment laws applies.

Know your award

Find this information and keep it handy.

If you’re not sure of your award, use our free 3-step Find my award tool. Enter your job title and industry to check what you’re covered by.

If you already know your award, you can also get yours from List of awards.

Check your agreement

Some employees are covered by a registered agreement.

If there’s a registered agreement, please have these details ready:

  • name of the agreement
  • code of the agreement
  • type of agreement (for example, AWA, ITEA, enterprise agreement).

Need help finding your agreement? You can search for a registered agreement on the Fair Work Commission website Find an agreement.

If you have a previous enquiry

If you've contacted us before, please have your:

  • Customer Reference Number (CRN)
  • Matter Number (MAT), or
  • Enquiry Reference Number available.

Apprentices

If your enquiry is about an apprentice, please have ready:

  • the name of apprenticeship and certificate level
  • the stage or year the apprentice is up to
  • whether the apprentice was under 21 when they started their apprenticeship
  • what year of school they completed
  • if they started the apprenticeship before 1 January 2014
  • what year they are in at school (if the apprenticeship is school-based).

If you're in Queensland, we’ll also need to know if the business:

  • is a small business or a Pty Ltd.
  • hired an apprentice before:
    • 27 March 2006, or
    • 1 January 2010.

Trainees

If your enquiry is about a trainee, please have ready:

  • name of traineeship and certificate level
  • what year of school they completed
  • what year they completed it
  • whether the traineeship is full-time or part-time
  • what year they are in at school (if the traineeship is school-based).

If you're in Queensland, we’ll also need to know if the business:

  • is a small business or a Pty Ltd.
  • hired a trainee before:
    • 27 March 2006, or
    • 1 January 2010.