Front matter and glossary

Disclaimer

This Guideline is not a stand-alone document and does not contain the entirety of Provider obligations. It must be read in conjunction with Workforce Australia - Career Transition Assistance Deed 2022-2027 (the Deed), including any relevant Guidelines and reference material issued by the Department of Employment and Workplace Relations under or in connection with the Deed.

This Guideline is not legal advice, and the Commonwealth accepts no liability for any action purportedly taken in reliance upon it and assumes no responsibility for the delivery of the Services. This Guideline does not reduce the obligation of Providers to comply with their relevant legal obligations and, to the extent that this Guideline is inconsistent with obligations under the Privacy Act, Social Security Law, the WHS Laws or any other legislation or laws relevant to the respective jurisdictions in which Providers operate, the relevant legislation or laws will prevail.

Version History

Version: 2.11 Published on: 3 June 2026 Effective from: 1 July 2026

In this version of the Guideline, the Career Transition Assistance and Performance Chapters have been updated.

A full version history of this Guideline can be found on the Archived Guidelinessign-in required (sign-in required) page on the Provider Portal.

Contents

Disclaimer 1

Version History 1

Contents 2

Guideline Interpretation and Glossary 3

Reading Notes 3

Glossary 3

Chapter 1: Career Transition Assistance 5

1.1 Chapter Overview 5

1.2 Eligibility 5

1.3 Service Requirements 5

1.4 Course Management 11

1.5 Payments 19

Chapter 2: Reserved 22

Chapter 3: WHS, Supervision and Incidents 23

3.1 Chapter Overview 23

3.2 Conducting Risk Assessments 23

3.3 Supervision Requirements 25

3.4 Background checks 25

3.5 Reporting and Managing Incidents 26

3.6 Insurance 27

Chapter 4: Service Offer Commitments 28

4.1 Chapter Overview 28

4.2 Service Offer Commitments 28

4.3 Changes to Service Offer Commitments 28

Chapter 5: Performance 30

5.1 Chapter Overview 30

5.2 Performance Modules and Measures 30

5.3 Self-Assessment Report 30

Guideline Interpretation and Glossary

Reading Notes

In this Guideline, ‘must’ means that compliance is mandatory and ‘should’ means that compliance represents best practice for Providers and is expected by the Department.

While reading this document, please note the following Icons and their meaning:

• System step — This icon represents 'System Steps' – information contained under this dot point will relate to usage of the Department’s IT Systems.

• Work health and safety — This icon represents 'Work, Health and Safety Steps' – information contained under this dot point will relate to matters of Work, Health, and Safety.

• Documentary evidence — This icon represents 'Documentary Evidence' – information contained under this dot point will relate to matters of Documentary Evidence.

Glossary

All capitalised terms in this Guideline have the same meaning as in the Deed unless otherwise defined below.

'Eligible CTA Participant' means an individual who is eligible to undertake a Course in accordance with the Deed and Guidelines but has not yet been Referred to a Course.

'End Date' means the end date of a Course recorded in the Department’s IT Systems.

'Key Contacts Protocol' means the protocol that identifies the key Departmental and Provider contacts and sets out the contact channels for a range of matters.

'Maximum Position Number' means the maximum number of Referrals allowed in the Department’s IT Systems for a Course.

'Mutual Obligation Requirement' means any activity test, participation requirement or other requirement that a participant must meet in order to receive an income support payment, including a requirement that, if not complied with, would be:

1. a Mutual Obligation Failure;

2. a Work Refusal Failure;

3. an Unemployment Failure; or

4. a failure to meet a Reconnection Requirement,

under the Social Security Law.

'Points Based Activation System' or 'PBAS' means the system which allows participants to meet their Mutual Obligation Requirements by undertaking sufficient tasks and activities to meet a monthly Points Target.

'QR Code' means ‘Quick Response’ code. A machine-readable code consisting of an array of black and white squares, typically used for storing URLs or other information for reading by the camera on a smartphone.

'Self-assessment Report' means a report that providers complete for the Department regarding their performance against the KPIs at the end of each Performance Period.

'Service Offer Commitment' means a commitment the Provider made in its response to the request for proposal for this Deed as recorded by the Department in the Department’s IT Systems.

'Social Security Law' means the Social Security Act 1991 (Cth) and the Social Security (Administration) Act 1999 (Cth), and includes all relevant subordinate legislation and instruments, and the Guide to Social Security Law.

'Start Date' means the start date of a Course recorded in the Department’s IT Systems.

'Supervisor App' means the mobile application that allows Supervisors listed in the Department’s IT Systems to record the daily attendance of Participants at a Course.

'Workforce Australia Online for Individuals Base Service' or 'Online Base Service' refers to the Department’s Self-managing in Workforce Australia Online for Individuals service that is available to any Australian wishing to participate in employment services who is not otherwise considered a fully eligible participant. Access is via myGov, with no referral from Services Australia required. The Online Base Service will enable users to look for jobs, develop their résumé and access complementary programs, based on the eligibility of each program.

'Workforce Australia Online for Individuals Full Service' or 'Online Full Service' refers to the Department’s Self-managing in Workforce Australia Online for Individuals service available to fully eligible participants who are assessed as able to self-manage their search for work. The Online Full Service allows participants to self-manage their participation in employment services with a range of supports available such as access to the Digital Employment Fund, pre-employment pathways for eligible participant and support provided by the Digital Service Contact Centre (DSCC).