Telephone Advisory Service

24/7, award-winning HR support.

The help you need, when you need it.

When you’re faced with an HR or WHS crisis, or simply want day-to-day workplace advice, we’ve got you covered. Our experts are available 24 hours a day, 365 days a year (366 in leap years)! We don’t limit the number or length of calls — call as often as you want, and talk for as long as you want. Our Telephone Advisory Service team can also access your HRA Cloud records while talking to you, examine specific issues in detail and give you effective HR advice tailored to your specific industry, business and situation. It’s like having your own HR guru and legal counsel on call, 24/7.

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Talk to the HR experts.
Our dedicated specialist consultants are all experienced HR and IR professionals and qualified solicitors, backed by the Accredited Specialist lawyers at Citation Legal, making them the best consultants in the industry. They’re smart and they’re creative. There’s nothing they haven’t seen before. No HR nightmare from which they haven’t managed to extract a client. We’re justifiably proud of their track record for exceptional service. They’re also personable and friendly (though they don’t let that get in the way of doing their job).
Superior service, fast.
When you need help you’ll get it — and fast! With an active roster and the depth to ensure high-quality service, we’ve achieved market-leading TAS service standards. Based on data for the last three years, our first time response rate exceeds 98% and we have an average answer time of 27.8 seconds. We also have a transfer rate below 1% — meaning fewer than one call in a hundred needs to be escalated to a supervisor due to complexity. So when you call you’ll get the HR advice you need without delay or the need for a call back. It’s why over 11,000 Australian businesses rely on us for workplace advice.
Detailed HR advice. Lasting solutions.
You won’t be left confused by jargon, vague answers or legal terminology, or be fobbed off with a generic or band-aid solution. Our experts deliver clear, detailed, easy-to-follow advice and can walk you through even the most difficult situations, step-by-step if necessary. We focus on helping you achieve a lasting solution to your workplace issues rather than merely offering one-off pieces of advice — meaning you get a smart solution tailored to your unique situation. We’re also about more than just advice: our TAS team is trained to assist with all aspects of HRA Cloud, and can do other things such as preparing custom documents and emails.
Locally based.
Forget foreign call-centres. Forget call-centres altogether. You’ll be speaking to someone in Australia, with Australian qualifications, who knows Australian law. Call us multiple times and you’ll often speak to the same person, allowing you to build personal, first-name relationships with the people who’re there to support you and your business.

Our Telephone Advisory Service team can help you with…

Modern Award interpretation & compliance
  • Award coverage
  • Rates of pay
  • Classification structure
  • Allowances
  • Apprentices / traineeships
  • Hours of work
  • Rosters
  • Shiftwork
Employment contracts
  • Interpreting contractual terms
  • General advice on creating employment contracts
  • Enforcing contractual terms
  • Types of employment, incl. casual, part-time & full-time
Employer termination & employee resignation
  • Workplace investigations
  • Disciplinary processes
  • Minimum notice requirements
  • Employee entitlements upon termination
  • Employer’s ability to withhold termination payments
  • Mitigating unfair dismissal risk
  • Discrimination provisions where relevant
  • Procedural requirements
  • General advice on payment in lieu of notice
  • Redundancy under the National Employment Standards
Employee entitlements, National Employment Standards and related laws
  • Interpretation of the Fair Work Act 2009
  • Long service leave
  • Annual leave
  • Compassionate leave
  • Personal / carer’s leave
  • Community service leave
  • Parental and adoption leave
  • Hours of work
  • Flexible working arrangements
  • Public holidays
  • Redundancy
Counselling & discipline
  • Performance management process
  • Conducting / facilitating performance management meetings
  • Issuing of warnings
  • Termination after comprehensive performance management
  • Appropriate disciplinary action
Enterprise Agreements & bargaining
  • Interpreting Enterprise Agreements
  • Benefits / limitations of implementing an Enterprise Agreement
  • Explanation of better off overall test
  • Enterprise bargaining for new/replacement Enterprise Agreement
  • Renewal/cancellation of existing Enterprise Agreement
Bullying & harassment
  • Bullying and harassment obligations and statutory provisions
  • Investigation and review of complaints
  • Prevention of bullying and harassment
  • Managing complaints / dealing with grievance
Independent contracting agreements
  • Review and determination of contractor vs employee classification
  • Sham contracting risks
  • Interpreting independent contractor agreement terms
  • General advice on creating independent contractor agreements
  • Tax/superannuation considerations
Equal Employment Opportunity (EEO) & discrimination
  • Obligations and statutory provisions of State and Federal anti-discrimination legislation
  • Investigation and review of discrimination complaints
  • General protections under the Fair Work Act 2009
Managing ill & injured workers
  • Temporary absences and return to work
  • Capability review
  • Mental health in the workplace
  • Workers Compensation claims management
  • Guidance to reduce Workers Compensation claims
  • Mitigating the risk of general protection claims
  • Mitigating the risk of unfair dismissal claims

Feel supported every day of the year.

Don’t face workplace issues alone. With our Telephone Advisory Service team backing you, you’ll always have someone to turn to for help. Even if you’re the most experienced HR person in your business.

Take your HR to the next level

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