Thank you to all members who participated in the É«ÀÇÉçÇøsurvey on the overtime backpay offer from ServiceNSW and to those who attended recent information sessions. Based on this feedback, the É«ÀÇÉçÇøwill notify ServiceNSW that members have accepted the proposed resolution.
Results
The survey has now closed, with the following results.
Under the proposed role-based model, where employees receive a set payment per shift at 2025–2026 overtime rates regardless of actual overtime worked, the responses were:
- Middle Office and Service Centres: 53.25 per cent Yes; 46.47 per cent No.
- Contact Centres: 66.67 per cent Yes; 33.33 per cent No.
When asked whether members would support the É«ÀÇÉçÇøaccepting a resolution that includes both the role-based model and an individual pathway, the results were:
- Middle Office and Contact Centres combined: 64.55 per cent Yes; 13.64 per cent No; 21.82 per cent requested more information.
- Contact Centres: 71.43 per cent Yes; 8.57 per cent No; 20 per cent requested more information.
ÌýNext stepsÌý
ÌýThe É«ÀÇÉçÇøwill now work with ServiceNSW to proceed with finalisation of overtime back payments.
Given the large number of staff involved and the complexity of the process, members should expect that payments may take some time to be completed. The É«ÀÇÉçÇøwill continue to keep members informed as progress is made.
É«ÀÇÉçÇøwin
It is important to be clear that it is only through the sustained efforts of the É«ÀÇÉçÇøand its that ServiceNSW acknowledged it was in in breach of the Award and, from 13 February 2026, committed to ensuring staff are paid for all time worked, and that there will be backpay for unpaid overtime.
The É«ÀÇÉçÇøwill continue to advocate strongly for members.
Contacts
Service NSW Departmental Committee delegates
Kieren StreatÌýChairperson
Kylie SorensenÌýVice Chair
Will ThomsonÌýSecretary
Robbie GrattonÌýAssistant Secretary
Chris Ambroisine
Darran Collins
Joshua Karadaghian
Rae Steel
Simon Dawson
Supreet Kaur
Sylwana Skazyaska
ÌýÉ«ÀÇÉçÇøstaff