Your union, the Public Service Association of NSW (PSA), is writing to provide an important update regarding negotiations with the Department of Customer Service (DCS) for an updated Flexible Working Hours Agreement (FWHA).
The story so far: a consultative win
Following our initial representations, DCS management has formally responded to the PSA. In a win for structured consultation, DCS has agreed to the PSA’s proposed negotiation framework, including the establishment of a temporary, purpose-specific Joint DCS-É«ÀÇÉçÇøWorking Group with equal representation (three É«ÀÇÉçÇørepresentatives and three DCS management representatives) to review the agreement.
Furthermore, DCS has respected our representative role by granting the É«ÀÇÉçÇøan eight week consultation period to gather comprehensive member feedback, which will form the direct basis of our formal Log of Claims to be presented in mid-November 2026.
While management’s preliminary view is that the current 2024 agreement is working well and does not require changes, the É«ÀÇÉçÇøknows that many members are facing real challenges on the ground. Recent data from the 2025 People Matter Employee Survey (PMES) for DCS painted a troubling picture, showing a 4 percentage point drop in satisfaction with access to flexible working, alongside severe work overload and burnout.
Have your say: framing our Log of Claims
To challenge management’s “status quo” position and secure the conditions you deserve, we need a powerful, member-backed mandate. We are using the Model Conditions for a Flexible Working Hours Agreement and the safety nets of the Crown Employees (Public Service Conditions of Employment) Reviewed Award 2009 to frame the key areas where we need your feedback.
Please review the suggested topics below and let us know your experiences:
Bandwidth and core hours: Award Clause 21 and model conditions
The issue: the current DCS bandwidth is 6:00am to 10:00pm (Monday to Friday) with no core hours.
Your feedback: does this broad bandwidth lead to pressure to work late? Should we negotiate the introduction of defined “core hours” (for example, 9:30am to 3:30pm) to protect staff from creeping working hours, or does the current bandwidth suit your work-life balance?
Settlement periods and contract hours: Award Clause 21.1
The issue: the current agreement operates on a 12-week settlement period.
Your feedback: is 12 weeks the right timeframe for you to manage and balance your credit and debit hours, or would a shorter period (for example, four or eight weeks) prevent excessive hours accumulation?
Flex credit, debit, and forfeiture: Award Clause 21.2 and statement of intent
The issue: members can carry forward up to 42 credit hours, but excessive workloads often mean staff are forced to forfeit hours above this limit.
Your feedback: have you had to forfeit hard-earned credit hours because you were too busy to take flex leave? Should the carry-over limit be increased, or do we need stronger protections against forfeiture?
Access to flex leave and operational restrictions: Award Clause 21.16
The issue: frontline, customer-facing, and Service NSW/Revenue NSW staff frequently report that “operational requirements” are used unreasonably by local managers to block flex leave.
Your feedback: have you faced difficulties getting manager approval to take your flex leave? Is access to flex leave being applied equitably across your team?
Workplace presence mandates and office attendance
The issue: recent government-wide workplace presence mandates are squeezing members’ ability to utilize flexible working hours.
Your feedback: how have office attendance policies impacted your ability to accumulate or take flex hours?
How to submit your feedback
We want to hear about your experiences. Please send your feedback, comments, and specific operational issues directly to the É«ÀÇÉçÇøMember Support Centre.
To ensure your feedback is compiled correctly for our negotiations, please email your responses to and quote reference number C10021427 in the subject line.
Please submit your feedback by Friday, 6 November 2026.
Contacts