About OIR

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Guarantee of Service

Principles

The Office of Industrial Relations (OIR) is deeply committed to providing its clients with the highest level of service. This commitment is mirrored in all facets of our operations. Our officers will treat you with courtesy and respect and respond to your requests in a conscientious and efficient manner.

In all your dealings with the OIR, your rights and privacy will be protected and our officers will treat you fairly, regardless of your race, national origin, religious belief, language, age, sex, sexual preference or any disability you may have.

Core service areas

Compliance, equity and workplace reform are the OIR's trilogy of core service areas.

The OIR promotes compliance with NSW industrial legislation by:

• providing information, advice and assistance relating to awards and other industrial entitlements;
• undertaking industrial inspections and industry targeted campaigns;
• administering retail trading hours legislation;
• providing licensing services to entertainment industry representatives; and 
• where necessary, prosecuting breaches of industrial law.

The OIR also promotes employment equity in NSW workplaces by:

• developing and implementing changes to industrial legislation to advance pay and employment equity issues;
• representing the NSW Government before industrial relations tribunals and advancing equity matters;
• adopting equity initiatives throughout the OIR aimed at improving customer service to women, individuals from non-English speaking backgrounds (NESB), Aboriginal and Torres Strait Islanders (ATSI) and racial and ethnic and ethno-religious minority (REEM) groups;
• initiating community relations and educational events aimed specifically at the needs of women and other minority groups; and
• providing a facility for the speedy and effective resolution of workers compensation disputes for all employees.

The OIR promotes workplace reform in NSW by:

• advising employers, employees and unions on workplace reform issues;
• providing practical training on how to introduce, implement and maintain workplace reform initiatives;
• publishing and distributing information that promote best practice principles; and
• offering research services to a broad range of clients on workplace reform.

Our commitment to service

As part of our ongoing commitment to improving the quality of our services, we provide:

• ongoing development of electronic services to deliver current Industrial Relations information to employers and employees;
• dedicated, impartial and capable officers who are able to respond to the industrial concerns of the people of NSW;
• equitable and low cost access to OIR services for our regional customers;
• improved telephone access to information about pay rates and employment conditions through improved telecommunications technology;
• a response by the next working day when telephone or e-mail enquiries cannot be dealt with immediately;
• a response to all written enquiries within one month of receipt, except for more detailed issues which may take longer, in which case an acknowledgement will be forwarded within seven days of receipt of the enquiry;
• distribution of industrial awards, legislation and the OIR's publications within a week of receipt of the order or request.

Our commitment to providing equitable, accessible and quality services

We are committed to delivering our core services in an equitable and accessible manner whilst balancing the competing needs and priorities of all of NSW's various communities.

If you have special needs

The OIR provides services to clients with special needs or disabilities. For example, if you are hearing impaired you can contact the OIR on TTY (02) 9267 2386. If you believe that our current services do not adequately address your needs, please contact our Executive Officer on (02) 9020 4505 or TTY (02) 9267 2386 to discuss your concerns.

If you need an interpreter

If you require the services of an interpreter, you may call the Department of Immigration and Multicultural Affairs' Telephone Interpretation Service (TIS) on 131 450 between the hours of 8.00am and 6.00pm, Monday to Friday. This free service is available to clients who have difficulties communicating in the English language. An interpreter will make arrangements on your behalf to discuss your industrial or workplace concerns with the appropriate branch or unit within the OIR.

If you have a complaint about our service

If you have a complaint about the quality of service provided by the OIR, you are invited to raise the matter with the officer responsible for delivering that service. If the matter cannot be resolved to your satisfaction, you may then refer the issue to a manager or supervisor for resolution. Refer to the OIR's branch contact details.

There is also a feedback form available on this website.

If you have a Freedom of Information (FOI) enquiry

To make an application under the Freedom of Information Act, please direct your request and enquiries to the OIR's Executive Officer on (02) 9020 4505.

Departmental access

The OIR is committed to providing quality, timely and cost-effective services that meet the industrial and workplace-related needs of the people of NSW.

Our office hours are generally 8.30am to 5.00pm from Monday to Friday.