The Department of Social Services has also established mechanisms to consult with representative bodies and ensure feedback from recipients is considered in the development of new policies and programs. These mechanisms include regular engagements with the Australian Council of Social Service (ACOSS), Economic Justice Australia (EJA) and the Federation of Ethnic Communities' Councils of Australia (FECCA).
The reinstated Administrative Review Council (or similar body) should provide training and develop resources to inform APS members about the Commonwealth administrative law system.
The Government accepts this recommendation.
The Government agrees that access to training and resources on the Commonwealth administrative law system would support proper and lawful administrative decision-making across the public service. The Government will consider the most effective means through which to deliver this training and guidance.
The Government is committed to restoring trust and confidence in Australia's system of administrative review–beginning with the establishment of a new administrative review body that is user-focused, efficient, accessible, independent and fair. As outlined in the Government's response to recommendation 20.5, the Government will introduce legislation to repeal the Administrative Appeals Tribunal Act 1975 (Cth) and to establish a new administrative review body. The Administrative Review Council (ARC) will be re-established under the new legislation. Legislation is expected to be introduced in late-2023. The process to appoint ARC members would commence following passage of the legislation.
The Commonwealth should explore the feasibility of establishing an internal college within Services Australia to provide training and development to staff linked to the skills and knowledge required to undertake their duties.
The Government accepts this recommendation.
The Government supports providing training, development and the skills that support staff to deliver high quality services on behalf of the government.
In 2022, Services Australia formed the Services Australia Learning Academy. The Learning Academy is a networked model of learning faculties and specialist enterprise learning teams, working in partnership to drive connected, professional and consistent learning practice across the agency. This represents a substantial investment in providing all staff with the support, skills and information needed to deliver critical services to the Australian public and to respond to emerging demands on Services Australia. The focus on building capability is reflective of the agency's approach to supporting staff to deliver world-class customer service, through all methods of customer engagement. This includes providing staff access to training that supports service delivery to customers that may be vulnerable or require additional assistance.
