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Chapter 4. Service Offer Commitments
Department wording for Chapter 4, Service Offer Commitments, from Part B: Career Transition Assistance version 2.11.
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Workforce Australia Guidelines, Part B: Career Transition Assistance
Australian Government Department of Employment and Workplace Relations
- Recorded version
- 2.11
- Effective
- 1 July 2026
- Publication location checked
- 28 September 2026
Independent web copy · not a Department publication. The recorded check is not a live check for newer Guidelines.
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Source material: © Commonwealth of Australia. Australian Government Department of Employment and Workplace Relations, Workforce Australia Guidelines, Part B: Career Transition Assistance, version 2.11, published 3 June 2026. Used under the Creative Commons Attribution 4.0 International licence, subject to the exclusions in the DEWR copyright notice.
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Source: Australian Government Department of Employment and Workplace Relations, Workforce Australia Guidelines, Part B: Career Transition Assistance, version 2.11, published 3 June 2026. © Commonwealth of Australia. Used under CC BY 4.0 (creativecommons.org/licenses/by/4.0/), subject to the DEWR copyright exclusions. Official publication record: https://www.dewr.gov.au/workforce-australia/resources/workforce-australia-guidelines-part-b-career-transition-assistance. Recorded Word file: https://www.dewr.gov.au/download/13951/workforce-australia-guidelines-part-b-career-transition-assistance/43272/workforce-australia-guidelines-part-b-career-transition-assistance/DOCX. ServiceCite reformatted the Word document for web navigation and search; this is not an official DEWR publication. These Guidelines are not stand-alone: providers must use their executed Deed, Work Orders and variations. Provider Portal material is excluded.
4.1. Chapter Overview
This Chapter sets out the requirements for Service Offer Commitments, which capture all commitments made by Providers in their response to the request for proposal for this Deed that have a material impact on the Services delivered by each Provider.
4.2. Service Offer Commitments
Key commitments made by Providers in their response to the request for proposal for this Deed that have a material impact on the Services delivered are recorded in the Department’s IT Systems as Service Offer Commitments. Providers’ compliance with the Service Offer Commitments must be measurable or supported by evidence.
Service Offer Commitments include:
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Services that are above the minimum standards of the Service Guarantee, Deed and Guidelines, for example:
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The Provider will include at least one Outbound Visit in all Courses
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The Provider will deliver Courses at a ratio of no more than 15 Participants per Facilitator
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The Provider will extend their hours of operation beyond standard business hours, by opening from 8 am to 7 pm.
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specific strategies to deliver the Services, for example:
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The Provider will use the [Name] strengths test for all Participants as part of their Career Pathway Assessment
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The Provider will make at least 8 successful contacts per month with local Employers to source quality Inbound and Outbound Visits for Participants.
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The Department will provide the Provider with the list of Service Offer Commitments as recorded in the Department’s IT Systems.
If a Provider is not complying with a Service Offer Commitment, the Provider must, to the Department’s satisfaction, either:
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develop strategies to rectify its non-compliance within an agreed timeframe, or
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change the Service Offer Commitment if it is no longer meeting the Objectives.
If a Provider does not rectify its non-compliance, the Department will address this as part of its assessment of the Provider’s performance.
(Deed Reference(s): Clauses 5.1, 81, 82.1)
4.3. Changes to Service Offer Commitments
Providers should routinely review their servicing strategies to ensure they meet the changing labour market and needs of stakeholders.
Providers may submit requests for changes to Service Offer Commitments to the Department in accordance with the Key Contacts Protocol.
Example: A Provider may wish to update its servicing strategies in response to stakeholder feedback.
The Department will assess whether:
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there is evidence to support the changes
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the changes materially alter the commitments the Provider made in its response to the request for proposal for this Deed.
If a Provider requests removal of a servicing strategy, an alternative should be proposed to ensure that key stakeholders continue to have access to a similar range and level of Services. Alternatively, details must be provided to substantiate why an alternative is not required.
If the Department approves the changes, the Department will update the Provider’s Service Offer Commitments in the Department’s IT Systems and provide the Provider with an updated list.
Providers must have written approval from the Department prior to making changes to Service Offer Commitments.
The Department may recommend changes to the Provider’s Service Offer Commitments. This will be done in consultation with the Provider.
(Deed Reference(s): Clause 5.1)