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Legislative Council - Fifty-Third Parliament, Second Session (53-2)
2015-12-08 Daily Xml
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Apprentices and Trainees

The Hon. G.A. KANDELAARS (14:45): I seek leave to make a brief explanation before asking the Minister for Business Services and Consumers a question about occupational licensing requirements for apprentices.

Leave granted.

The Hon. G.A. KANDELAARS: With thousands of year 12 students graduating over recent weeks, many may be considering an apprenticeship. It is important for prospective apprentices to be aware of occupational licensing requirements so they can make an informed decision about their future. Can the minister advise the chamber of the key occupational licensing requirements for apprentices and initiatives implemented by CBS to ensure the application process is efficient and customer focused?

The Hon. G.E. GAGO (Minister for Employment, Higher Education and Skills, Minister for Science and Information Economy, Minister for the Status of Women, Minister for Business Services and Consumers) (14:46): I thank the honourable member for his important question. Apprenticeships offer undeniable benefits to school leavers, such as the opportunity to earn an income while obtaining a nationally recognised qualification, as well as offering invaluable experience in the workforce. Many young people who may be considering an apprenticeship could possibly be unaware of the requirement to register with Consumer and Business Services when they work in particular industries.

Currently, in addition to registering with Traineeship and Apprenticeship Services (TAS), an apprentice who will be performing on-site works in the plumbing, electrical or gasfitting industries is also required to be registered as a restricted worker under the Plumbers, Gas Fitters and Electricians Act 1995. Although there is no application fee for registration, which is usually valid for the duration of the apprenticeship, the apprentice must contact CBS to arrange this. In contrast, there is no requirement for registration for apprentices undertaking qualifications in building work, such as carpentry, cabinetmaking, concreting or tiling.

Applicants who have completed an apprenticeship related to the building industry are then eligible to apply for a building work supervisor's registration in their relevant trade, enabling them to verify that all building work is properly supervised and meets required building standards. Similarly, plumbing and electrical apprentices are eligible to apply for the PGE licence. CBS performs an imperative role in licensing, as it ensures that tradespeople hold the necessary skills and qualifications required for the industry and instils confidence in the public that a tradesperson who they might want to call out to their home is actually competent to perform that work.

CBS has seen a recent success which highlights the value of business improvement processes. Previously, after an applicant had lodged an occupational licence application, they would phone CBS to seek an update on the status of their application. CBS receives 12,000 phone calls per month across their customer service centre, licensing and births, deaths and marriages areas. All of these calls (around 1,000 or 2,000 per month) are simply seeking an update on licence applications. If we work on an average call duration of five minutes, this equates to around 125 hours per month that CBS staff spend answering calls relating to application updates.

As a result of the changed process applicants now automatically receive an instant email notifying them of the anticipated processing time, and this email is jurisdiction specific. Once the application is granted, an email is sent to the applicant notifying them of their licence number, and the expected time frame before they receive a licence card or certificate will also be included.

In addition, a link to the public register is included in the email so that applicants can view their details. Even more impressive is the fact that in a matter of just 10 working days this significant development transitioned from being an idea to being fully implemented, and I extend my congratulations to all those involved in making these exciting and efficient changes possible.

I am pleased to report that, as a result of innovative changes such as these, CBS has recently received some fantastic feedback from satisfied customers, complimenting and thanking staff for their outstanding customer service: comments like, 'I appreciate the urgency placed on getting the licences', 'Thank you for the wonderful service provided', and another example is, 'I'm grateful for you going above and beyond your call of duty.' They were some quoted feedback.

So, you can see that it is important that school leavers considering an apprenticeship are aware of applicable licensing requirements, and the collaboration across numerous areas of CBS is allowing precious time and resources to be channelled elsewhere, while improving customer services.

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