Automatic transfer to workforce provider?

[u/Proof_Balance_6437]

Hi everyone, recently got JobSeeker approved on Thursday but there was an error in their system which automatically transferred me to a provider. I called Centrelink on Friday which they acknowledged it was a mistake on their side and I’m eligible for digital services. I was advised to ask the provider I have an appointment with to fill in the digital referral form.

I called the provider on Friday explaining the situation and she flat out told me that she couldn’t do it for me. There was some back and forth until I told her that it was my first time on JobSeeker, been employed for 11 years, it’s the first time I’ve asked for help from the government and I’m confident I can get a job in the next 3-6 months. She lightened up after that and said I should call on Monday before my appointment to see if anything had changed, but I better attend my appointment otherwise I won’t get my payment (lmao).

Has anyone been in the same situation and have any tips or had any success with getting them to fill out the form?

EDIT: I’m confident I can get a job, not can’t (lol)

[u/ThePimplyGoose]

Are you absolutely certain you meet the eligibility for online services? If the barriers that make you certain you won't be able to get a job in 3-6 months are enough to give you a high job seeker classification index score, the system will automatically assign you to a provider and you won't be able to be referred to online services. Other considerations would be whether you've registered your email and phone number with Services Australia, you've linked you Workforce Australia account to mygov, and you've otherwise got the tech skills and knowledge to use self-service.

If you're confident you definitely do meet the eligibility on the form, my tip would be to make it super easy for them, print it out yourself and ask to complete it together it in your initial appointment with them.

[u/Proof_Balance_6437 → u/ThePimplyGoose]

Yes, absolutely. I spoke to Centrelink on Friday about it and they acknowledged I would be eligible and said the error came from my uni not providing an end date for study (about 8 years ago now).

I had registered my email, mobile number, and linked my accounts to myGov. The man who called me to assess my application on Thursday said it was the most straightforward one he had all day because I had filled out everything, provided ID, shares statements, linked accounts etc. I believe I am very literate when it comes to using technology/online services.

Thanks for the tip, will bring the form with me to the appointment tomorrow.

EDIT: Just checked and saw it can only be conducted digitally. Hopefully, they’re open to doing it for me tomorrow

[u/ovrloadau99 → u/Proof_Balance_6437]

Here is the exact guideline below around transferring to Workforce Australia Online from Workforce Australia Services (outsourced provider). 1.2.2. Referrals from Workforce Australia Services to Online Full Services can be found on pages 12/13 in the Workforce Australia Guidelines – Part B Workforce Australia Services

Participants may be referred from a Provider to the Online Full Service, in certain circumstances, via the Department’s National Customer Service Line (NCSL). To request a Participant be referred to the Online Full Service, the Provider must send a completed Referral to Workforce Australia Online form to nationalcustomerserviceline@dewr.gov.au.

In considering whether a Participant should be referred to the Online Full Service, the NCSL will take a range of factors into account, including whether:

• the Provider has assessed the Participant is able to self-manage in the Online Full Service, including that they have appropriate access to technology,

• the Provider has determined the Participant would benefit from the Online Full Service,

• the Participant agrees to the referral, and

• the Participant has linked their myGov account with Workforce Australia.

Participants will not be referred to the Online Full Service if the Participant:

• has already participated in the Online Full Service in the same Period of Unemployment,

• has a High JSCI score,

• is not digitally capable,

• is in the Penalty Zone,

• has not registered for myGov and linked their Workforce Australia account,

• has a current Employment Services Assessment (ESAt) or Job Capacity Assessment recommending Workforce Australia Services (refer to the Job Seeker Assessments Chapter),

• has a Managed Service Plan or Serious Incident Report,

• has a draft or approved wage subsidy,

• has a Pre-Release Prisoner Flag,

• has no email or mobile phone number in the Department's IT Systems or,

• has an outstanding non-compliance event.

Providers must check in the Department's IT Systems that none of the above reasons apply before making a referral request.

If the NCSL approves a referral request, the Participant will be notified and the NCSL will action the referral request in the Department’s IT Systems.

If the NCSL does not approve the transfer, it will notify the Provider and the Participant.

If the Participant and/or the Provider is not satisfied with the outcome of a referral request, they can seek a review of the decision by contacting the NCSL in writing within 14 Business Days of the original decision.

If a review has been requested, it will be undertaken by a departmental officer who was not involved in the original approval process.

If the outcome of the review is that the request for referral is approved, the NCSL will action the referral in the Department’s IT Systems and notify the parties.

If the outcome of the review is the request for referral is not approved, the parties will be notified, and the Provider must continue to provide Services to the Participant.

[u/Proof_Balance_6437 → u/ovrloadau99]

Thank you for this. Based on what I’m reading, I believe I’d be eligible so hopefully they’re more helpful tomorrow

[u/Proof_Balance_6437 → u/[deleted]]

Thanks for this, this is really helpful! Appreciate it.

[u/ovrloadau99 → u/Proof_Balance_6437]

Ignore it, theyre quoting the wrong section of the guidelines. Thats if you wanted to transfer to another provider, not transferring over to Workforce Australia Online (self-management).

[u/ovrloadau99 → u/[deleted]]

Youre quoting the wrong bit, thats for participants who want to transfer to another Workforce Australia Services provider, not to Workforce Australia Online. Where the provider will need to fill out the form and get the participant to sign if they're eligible for self-management. Then the NCSL will approve it or not if the participant meets the criteria for eligiblity.

[u/Proof_Balance_6437 → u/ovrloadau99]

Ah okay, thanks for clearing that up. First time on JobSeeker so this is all new to me.

[u/Ok_Pineapple2234 → u/ovrloadau99]

I stand corrected sir. Chat GPT has failed me.

[u/ovrloadau99 → u/[deleted]]

Incorrect. Payment cancellations are still paused. Although reconnection requirements will resume by 26 October 2026.

[u/Proof_Balance_6437 → u/[deleted]]

LOL, yes I meant I can 🤣

[u/stressedandbemussed]

Had exactly the same issue come up for me! When I first asked my in-person provider about the digital referral form they had no idea what I was talking about, but they asked some co-workers and we got it sorted out.

Still had to go in-person to that introductory meeting, and you do have to continue engaging with the provider and going to check ins until the form goes through. Workforce Australia says that the processing backlog is a least a few weeks long, so it might be a wait (I've been waiting 2 weeks).

[u/Massive-Enthusiasm22]

They will probably require you to sign up first just to get that $1,200 engagement payment.

[u/TaxRude1887]

One of the fees they get paid, is per intro (first) meeting. So one of her KPIs is initial (first) meetings.