Frequently asked questions about My account

Our services over the holiday period

Our call centres will close at 12:30 pm (local time) on Tuesday 24 December 2024.

Our online enquiries service will be closed from 12:30 pm (AEDT) on Monday 23 December 2024.

These services will reopen on Thursday 2 January 2025.

Use our website and self-service tools to get information and help during this period.

Learn more at Our services over the holiday period.

My account is our online portal that helps you get the workplace help and advice you need.

This page has answers to frequently asked questions about My account.

Got the answers you need? Go to the Register page.

On this page:

What can I do with My account?

With My account, you can:

  • create an online enquiry and ask for our help with a workplace issue
  • save personalised pay, shift, leave, and notice and redundancy results and calculations from our Pay and Conditions Tool
  • keep up to date with industry and award changes.

What is a My account enquiry?

You can use My account to submit an online enquiry that will be answered by one of our helpful advisers. Online enquiries are suitable for:

  • confirming your understanding of information found on our website
  • general information about workplace laws, minimum entitlements, and employment conditions
  • providing resources in the form of guides, templates and links that may assist you with your enquiry.

Below are some examples of online enquiries to help you when submitting your own online enquiry.

Example: Sarah and her final pay

Hi there,

I read on your website that employers need to pay any outstanding wages upon termination. Does this include accrued annual leave?

Thanks,

Sarah

Example: Simon and his workplace concerns

Howdy,

I’m having some issues with my employer paying me. I'm looking for some resources and guidance, so I can try and sort it out myself. Can you help me out?

Cheers,

Simon

There are some things we can’t help with such as:

You can find more information on who to contact for help with these issues on our Contact us page.

Find out more about what we can and can’t help with at Contact us.

For information about what you can expect from us, and what we expect from you, read Our commitment to you.

When will I get a response?

You’ll receive a written response to your enquiry within 10 business days.

If your enquiry is complex, we’ll need to ask you to contact our Infoline instead.

In some circumstances, we may call you for more information. This call will come from an unknown number. If we’re unable to reach you, we’ll ask you to call our Infoline.

For a quick, tailored response to your question, call us on 13 13 94. Our advisers are helpful and trained to provide you with information customised to your specific situation.

I want to make an online enquiry. Why do I need to register?

By registering for My account and giving us specific information about your workplace as part of the registration process, you help us provide you with relevant information. Every job and workplace is different, which means this information is important for us to give you accurate advice. You can access a record of your enquiry at any time.

The information you provide is secure and confidential, and our replies can be referred to later if needed.

Why do you ask me for information?

Rules about pay and conditions are different for each workplace and each job.

You must make sure the information that you provide through your My account is accurate and complete. The information we give you is based on the details you give us. Incomplete or inaccurate details may result in you getting information from us that isn’t appropriate or relevant to your circumstances.

Submitting an online enquiry takes most people around 5-10 minutes.

What information do I need to provide?

To submit an enquiry, you’ll need to have the following information available:

Business information

  • business name
  • Australian Business Number (ABN) – we'll help you find the ABN if you don't know it
  • business address and phone number.

Employee information

  • name of the enterprise agreement, if any, that covers the employee
  • employee's occupation and main duties
  • employee's start and end date (if no longer employed)
  • employee's pay rate.

You don't need to send us any paperwork when you submit your enquiry. If we need evidence (for example, pay slips, time sheets and contracts) we'll ask you to send them to us later.

What are the different customer types?

When using My account, you will be asked to choose from a list of customer types. This information helps us understand who you are and what further information we may need from you.

The table below explains the different customer types found in the enquiry form.

Customer typeDescription
employee representativeA person calling on behalf of an employee, such as a parent, spouse or other professional representative. This includes third parties (for example, a person leaving a tip-off).
employee no longer employedAn employee who is no longer employed or soon to no longer be employed. This includes workers alleging they were an employee in a misclassification or sham contracting arrangement.
employerAn owner or internal representative (such as a human resources officer) of a business that employs 15 or more employees. This includes labour hire employers or host employers.
employer representativeAn external representative calling on behalf of an employer. Examples include accountants, lawyers and third parties (like onsellers).
existing employeeAn employee who is currently employed or soon to be employed. This includes workers alleging they are an employee in a misclassification or sham contracting arrangement.
hirer (regulated workers)A person (or their representative) who hires regulated workers.
independent contractorAn independent contractor who is not a regulated worker. This includes workers who have been engaged as a contractor and are seeking information on what constitutes a contracting relationship.
regulated workerA person (or their representative) that works as an independent contractor and is a regulated worker.
small business employerAn owner or internal representative (such as a human resources officer) of a business that employs less than 15 employees. This includes labour hire employers or host employers.

What if the business name doesn't match the ABN?

When creating a My account profile and submitting an enquiry to us, you’ll need to verify the ABN and business name details. Without this information you won’t be able to proceed.

In rare instances, you may receive an error message that the ‘business name does not match with ABN’.

If this occurs, you should follow these steps:

  1. Visit ABN Lookup
  2. Search for the business using the ABN
  3. Check that the business name entered in your My account is identical to the ABN Lookup search result
  4. If they don’t match, update the business name in your My account
    • NOTE: If the business name entered in your My account is the ‘entity name’ in the ABN Lookup result, replace it with the ‘business name’
  5. Try to proceed to the next screen to submit a My account enquiry to us
  6. If the error message still appears, you should call us.

Can I make an anonymous enquiry or report?

If you don't want to provide your personal details via My account and you don't need us to get back in touch, you can make an anonymous report.

Anonymous tip-offs help us identify workplaces that aren't doing the right thing. Reports can be made in English or other languages.

Find out more about anonymous reports.

Where can I register for My account?

Register for My account at the Register page.