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ISSUE 9 \\\ AUGUST 2020
Service improvements
Your experience of our service matters to us.
We’ve been working hard over the past couple of years to improve client experience through improvements to technology, processes, communication and resourcing.
We’re proud to share a few of the tangible wins on this front with you:
- Our contact centre team has just gone 12 months with only positive feedback about their service. This is rare in call centre environments so we’re especially proud to have provided exceptional service to our clients through this channel.
- Faster Levy Advice form processing is a reality following work on our technology, which is also freeing up our team to provide enhanced support services.
- Welcoming of newly registered employers increased by 50.7%. Our dedicated Employer Relations team also provided more than 1,200 proactive interactions with employers since September, easing the burden of long service leave administration for the self-employed, payroll staff and HR personnel.
We will continue to work on improving services for employers and update you as they progress. In the meantime, if you have any questions or require specific support, please get in touch with our friendly team to assist.
'Coal LSL has always been helpful, but I’ve noticed this has improved over the last 18 months, with changes in forms and processes, etc. We find the Coal LSL staff are always pleasant and genuinely want to assist us to get things right – this is right across the organisation.' Payroll Manager
New audit FAQs
More information is now available to support employers and their auditors in completing the compulsory annual audit report. Click on the link below then scroll down to the Auditor FAQ section for details.
Eligibility examples now available
A series of examples are now available on our website to support employers in determining their employees’ eligibility for Australia’s black coal mining industry long service leave scheme.
Pro rata on leave entitlements?
Here's a little information for recently registered employers who may be wondering how to pay the levy for a full-time or part-time employee who only works in black coal mining for some, but not all, of their hours.
Maintaining your authorised contacts
It's important to ensure your authorised contacts are up-to-date because we are only able to accept leave applications from, and discuss client matters with, authorised contacts in your business as currently held in our records. Use the Update Contact Details form, which is available from our website.
Recent enquiries,
FYI too
It's useful to understand the kind of topics employees ask us about, to support your team with knowledge for their important administrative role.
Among the recent topics of interest: updating a name change, registering with Coal LSL, why leave is paid through an employer instead of Coal LSL, claiming leave if worked less than 8 years in the industry, and what to do if there is missing service history.
Diary dates
Important dates for your diary:
- Levy advice and payment for August are due on or before 28 September.
The form and helpful guide are available on our website under Levy Reporting.
- Annual audit report for 2019–20 is due within six months of the end of the financial year.
Support materials, including new FAQs to support you in this important task, are available on our website under Legal Obligations.
Website: coallsl.com.au
Phone: 1300 852 625
General enquiries: query@coallsl.com.au
Office hours: Monday to Friday from 8:30am-5:00pm (AEST)
Mail: Coal LSL, Locked Bag 2021, Newcastle NSW 2300
ABN: 12 039 670 644
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