Job seeker experiences of online services

Client: Department of Jobs and Small Business

The Department of Jobs and Small Business wants to better understand your views and experiences with online employment services to make sure they are meeting the needs of job seekers. The Department has commissioned the Social Research Centre to conduct this project.

(Please click on the headings below to reveal further information.)

The Department of Jobs and Small Business has provided your details to the Social Research Centre for the purposes of conducting this research.

Your telephone number has not been recorded as a silent number with Centrelink or your employment services provider. You will need to notify Centrelink or your provider to update your records.

You have been randomly selected from a pool of people who have registered for income support. We may call you to ask you to participate in the research. Your views are important to the Department and by sharing your experiences, you will help to improve services for people who are looking for work.

No. Participation will not affect any government assistance, or any income support that you are receiving.

Your personal information is protected by the Privacy Act 1988. When you first registered for jobactive, you completed a registration form which outlines your rights in relation to privacy and how your information would be used, including recruitment for research or surveys conducted by, or on behalf of, the Department.

For this research, your information will be accessed by the Department and the Social Research Centre.

All information that you provide in the research is confidential and used for evaluation and research purposes only. All individual information will not be identifiable in any reports.

The Department and the Social Research Centre are also bound by the Social Security Act 1991, the Privacy Act 1988 and Australian Government policies to ensure your privacy is protected.

Participation is voluntary, so you do not have to participate if you do not want to.

Yes, information about the research is available on the Department’s website at:

People have been randomly selected for participation in the research so that the results will represent the broad range of people across Australia registering for income support. The Social Research Centre will contact you if you are selected to take part in the research.

Taking part in the telephone or online survey involves answering a series of questions either over the telephone or online in relation to your views and experiences in completing the Job Seeker Classification Instrument (JSCI) online. The survey will take approximately 5 to 10 minutes to complete and arrangements can be made for you to participate at any time that is convenient for you.

Participating in an in-depth interview involves talking to one of our researchers about your views and experiences in completing the Job Seeker Classification Instrument (JSCI) online and the needs of job seekers. The interviews is conducted one on one and will take no more than an hour of your time. The interviews are conducted at a location and time convenient to you.

The Social Research Centre may try to contact you again at a later time. Alternatively, you could call them 1800 023 040.