Welcome from Branch Secretary & Executive President - 4
Important Numbers and Links - 6
Delegates Training and ASU LaunchPad - 8
Our Branch Objectives - 10
ASU Delegate Code of Conduct - 12
ASU Delegate Code of Conduct Breach Complaints - 14
Delegate Rights - 16
Communication - 18
Setting Boundaries - 20
External Service Providers - 22
Empowerment Through Campaigning - 24
Our Diversity Committees in 2025 - 26
On behalf of everyone at The Services Union, congratulations on your endorsement as a union delegate for your workplace. You’ve just joined a network of over 500 Workplace Delegates, from the Torres Strait to Coolangatta, who are by the side of members of our Union every day making sure they receive support and representation at work.
Whether they work in Local Authorities, Social and Community Services, Energy or the Transport and Airlines Industries, the work our members perform touches the lives of millions of Queenslanders. We’re extremely proud of the work we’ve done across each of these industries to advocate for the needs of our members. We always aim to ensure that the frontline services and support our members provide is rewarded with fair pay and working conditions which are just and safe.
But none of that work would’ve been possible without Workplace Delegates like you who ensure that our Union’s values and objectives are demonstrated in workplaces every day through negotiations, advocacy and representation.
We know that in workplaces and industries where we have strong cohorts of Workplace Delegates, being part of our Union is normal - it’s just something that the majority of workers do. That’s why we’re investing more resources into training, development and ongoing support so that you can feel confident and skilled when you’re carrying out your role.
We’ve also established an Exclusive Delegate Hotline, a phone-based resource dedicated to you where your questions will be answered quickly by an Industrial Officer. The phone number to call is 07 3010 4444.
So, once again, congratulations and we hope you find the role rewarding and worthwhile.
By Your Side
Neil Henderson - Branch Secretary, Jennifer Thomas - Executive President, & Rebecca Girard - Deputy Branch Secretary
If a member in your workplace has a query or an issue, and you are not able to answer it, or if you don’t have time, please encourage them to call Services Connect on 3844 5300. They’ll be connected to a one of our team. If the query relates to an industrial matter the member will be booked in for an appointment with an Industrial Officer.
If you’re supporting a member, or a group of members at work and you need some advice about the best approach, call the Exclusive Delegates Hotline on 3010 4444.
For general enquiries, email general@theservicesunion.com.au
For enquiries relating to Social and Community Services, GovernmentOwned Corporations and TNT, email general@theservicesunion.com.au
For enquiries relating to Local Government, email general@theservicesunion.com.au
For enquiries relating to training and development, email training@theservicesunion.com.au
The Services Union website: www.theservicesunion.com.au
To login to the website, you’ll need your Member ID and the password you received when you joined.
Once logged in, you’ll be able to download resources to help you promote our Union. Problems logging in?
Call Services Connect on 3844 5300.
Join page: www.theservicesunion.com.au/member information/join/
“As a Delegate, you will be supported by your Delegate peers and are never alone in the pursuit of workplace improvements. Your enthusiam can make a difference and you will lead your members to a better working life. Collectively, we make a difference.”
Local Government Agreements: www.qirc.qld.gov.au/agreements/ lga-agreements
Social,Community,Home Care and Disability Services Industry Award 2010 Awards: awardviewer.fwo.gov.au/award/ show/MA000100
Government Owned Corporations: www.fwc.gov.au
Across our diverse industries, members of The Services Union deliver important work that touches the lives of million of Queenslanders.
As a Workplace Delegate, your efforts will contribute to a stronger and more cohesive workforce, promoting equity and justice in the workplace. Our union commends you for being the voice of members within your workplace.
Whether you have been recently endorsed as a Workplace Delegate or have been in the role for a while, our Union is by your side as you represent members of The Services Union. One way you will be supported in your role is through training & development delivered by our Union.
Workplace Delegates can register for our training courses on our website: https://bit.ly/3PLyztw. Our training is designed to give you everything you need to succeed in your role as a Delegate, including the ins and out of your rights as a Delegate and supporting and representing Union members.
ASU Career Launchpad also provides access to exclusive member-only Professional Development webinars designed to upskill you throughout your career. Registrations for new courses are now open! Information on current courses can be found via our website: www.theservicesunion.com.au/benefits/
We look forward to seeing you at upcoming training sessions.
The Services Union is member-led with a structure that enables members and Workplace Delegates to be involved with every aspect of decision-making and the setting of our Union’s strategic direction. For more information please visit our website at www.theservicesunion. com.au and login to the Delegates section.
Meets on a quarterly basis to plan and implement our union’s strategic direction ensuring that resources are allocated to priorities in line with the rules of our Union, the Branch Council policy parameters, and advice from Industry Division Committees
Industry Division Committees (IDC)
Our union’s peak decision making body which meets once a year to set strategic direction for the coming year and priorities based on member feedback
Decisions made at Branch Council are formed into strategic industry objectives and plans which are then adopted by Branch Executive
Reports on the industrial priorities for their industry grouping
Each industry component of an Industry Division Committee is represented on the Branch Executive via a Branch Vice-President and on Branch Council via a Branch Councillor
Delegates are members who have decided to become more active in their workplace. This means ensuring rights & conditions are upheld, supporting and representing members and taking an active role in bargaining. Delegates talk to potential members of our union and provide an essential link between members and our Union office
Members are the foundation of our union and a crucial part of getting positive outcomes across all of our industries
Values
ASU Delegates play a critical role in our union – building member power, representing members, and campaigning for the working lives members deserve every day.
Delegates also have an obligation to conduct themselves in a way that reflects our union’s values. Delegates should ensure that at all times they:
a. Strive to make our workplaces and communities fairer and safer.
b. Pursue the interests of members with honesty, integrity and visibility.
c. Refrain from any form of discrimination and recognise the intrinsic dignity of all persons regardless of:
• race
• colour
• sex
• sexual orientation
• age
• physical or mental disability
• marital status
• family or carer’s responsibilities
• pregnancy
• religion
• political opinion
• national extraction, or
• social origin and will act without bias.
d. Treat all persons (including members, delegates, other colleagues, staff and officials as well as management) with respect and professionalism, and without any form of harassment.
e. Maintain appropriate confidentiality of members details/information.
f. Use Union resources in a proper manner and for a proper purpose.
g. Refrain from engaging in sexual harassment, gender-based violence, bullying or discrimination.
h. Refrain from gross misbehaviour, misappropriation of funds, using the position of delegate for one’s own interests or breaching union rules.
i. At all times behave in a way that upholds the union’s values and the good reputation of the Australian Services Union
The ASU adopts the following as a code of conduct for ASU events:
As unionists, we are committed to treating everyone with dignity, courtesy and respect, regardless of gender, sexuality, age, gender identity, religion, culture, language, politics, national or ethnic origin, or disability.
At this event, all members are expected to support one another and work collaboratively to ensure everyone feels safe, valued, heard and genuinely able to fully participate.
Our strength lies in our commitment and diversity. We reject any action that makes people feel excluded, including racist, sexist, homophobic, ageist or ableist language or behaviour.
We are proud to be ASU, and we will uphold the values of the ASU through conduct that reflects, promotes and elevates the good reputation of the ASU.
Our goal is to make our workplaces safer, our sectors stronger and our industries better. To achieve this we must maintain focus. If a participant is deemed to be under the influence of drugs or alcohol to the extent that it impacts their behaviour, they may be asked to leave the event.
We value the importance of planning and sharing information to meet our objectives while ensuring that any information shared in confidence remains confidential.
If you experience, witness or have concerns about any action by anyone at an ASU event, please report it directly to ASU staff supervisors or the leadership team.
To maintain a safe environment, any participant found violating this code of conduct may be asked to leave the event by a member of the leadership team.
Where possible, attendees to events should be provided with the Events Code of Conduct, as well as the names and contact details of appropriate “contact officers”, particularly in relation to concerns relating to sexual harassment.
a. A complaint about a breach of the Delegate Code of Conduct (the Code) may be made by any member in writing to the Branch Secretary, or their nominated representative.
b. The Branch Secretary or nominated representative will determine whether, if proven, the allegation could constitute a breach of the Code.
c. If an alleged breach is minor in nature and the Branch Secretary or nominated representative considers it appropriate, the Branch Secretary or nominated representative may initially attempt to resolve the issue informally through discussion, mediation or other processes.
d. If conduct would constitute a breach, and paragraph 3 does not apply or fails to resolve the issue, an initial investigation will be conducted by the Branch Secretary or a person nominated by the Branch Secretary, in accordance with the requirements of procedural fairness, to determine whether there is any substance to the complaint and whether, if proven, the complaint would constitute a breach of the Code.
e. If the complaint is substantiated or partially substantiated the Branch Executive or by delegation of the Branch Executive, the Branch Secretary, is empowered to decide what action should be taken consistent with the ASU Rules.
f. Any decision to dismiss a complaint will be recorded in writing setting out the reasons for the decision and reported to the Branch Executive.
g. A vexatious, frivolous, unreasonable, or malicious complaint may be rejected by the Branch Secretary without investigation.
Delegates hold important positions within The Services Union. Delegates are critical to the improvement of pay and conditions. The Fair Work Act, which includes Delegate rights, provides workplace Delegates with:
The right to be treated fairly and to perform their role as union delegate without any discrimination in their employment;
The right to formal recognition by the employer that endorsed union Delegates speak on behalf of union members in the workplace;
The right to bargain collectively on behalf of those they represent;
The right to consultation, and access to reasonable information about the workplace and business;
The right to paid time to represent the interests of members and potential members to the employer and industrial tribunals;
The right to reasonable paid time during normal working hours to consult with union members and potential members;
The right to reasonable paid time off to participate in the operation of the union;
The right to paid time off to attend training related to their role;
The right to address new employees about the benefits of The Services Union membership at the time that they enter employment;
The right to reasonable access to telephone, facsimile, photocopying, internet and e-mail facilities for the purpose of carrying out work as a delegate and consulting with workplace colleagues and the union;
The right to place union information on a notice board in a prominent location in the workplace; and
The right to take reasonable leave to work with the union.
These rights are basic and fair. Practically, they will require discussion with your employer. Delegate rights within the Fair Work Act must be read in conjunction with an Award or Enterprise Agreement provisions.
Union Delegates are entitled to know their role is recognised and respected.
Delegates hold important positions within The Services Union and are critical to the improvement of pay and conditions.
Under the Queensland Local Government Officers Award, Delegates have a role to play within a workplace and their accreditation is encouraged. Certified Agreements that regulate wages and conditions of employment will set out the specific rights of Workplace Delegates. In general, Delegates in Local Authorities and Brisbane City Council have:
The right to be treated fairly and to perform their role as union delegate without any discrimination in their employment;
Trade union training leave up to 5 days on ordinary pay each year to attend courses, seminars or specific training courses conducted or approved and accredited by the union.
The right to formal recognition by the employer that endorsed union Delegates speak on behalf of union members in the workplace;
The right to bargain collectively on behalf of those they represent;
The right to consultation, and access to reasonable information about the workplace and business;
The right to paid time to represent the interests of members to the employer and industrial tribunals;
The right to reasonable paid time during normal working hours to consult with union members;
The right to reasonable paid time off to participate in the operation of the union;
The right to reasonable paid time off to attend accredited union education;
The right to address new employees about the benefits of The Serivces Union membership at the time that they enter employment;
The right to reasonable access to telephone, facsimile, photocopying, internet and e-mail facilities for the purpose of carrying out work, as a delegate and consulting with workplace colleagues and the union;
The right to place union information on a notice board in a prominent location in the workplace;
The right to take reasonable leave to work with the union; and
These rights are basic and fair. Union Delegates are entitled to know their role is recognised and respected.
Welcoming and recruiting new members
Promoting the benefits of union membership
Consulting with members
Support and advice for union members
Connecting members with support from our Union office
Advocating for members
Holding regular member catch-ups
Promoting our union via noticeboards, events or meetings
Identifying other members who can be active
“You
accept the standard that you walk past, and being able to help those in need is an amazing feeling. Be brave, jump in and lend a hand as a TSU Delegate. The experiences you will take away are entirely unique and rewarding”
Effective and open communication betweeen workplace Delegates and Union members is cruical as it fosters trust and empowers members to participate actively in Union activities and advoacy efforts.
Members are often the first to experience or witness problems on the ground. By maintaining open lines of communication, Union Delegates are able to gather vital feedback and collaborate with our Union Officials to find resolutions.
A Delegate who actively works on communication will strengthen solidarity of members in the workplace and become a more effective advocate with their finger on the pulse.
1. Welcoming new members to our Union
Welcoming new members to our Union is a great way to let people know they have joined a community of workers who are all interested in fairness at work.
2. Promoting the benefits of membership to The Services Union
Our strength as a union comes from membership. We also know that workers are more likely to join if they are asked by a colleague. Some people join because they have an issue that they need support with. Others join because they believe in union values like fairness, democracy and equality. Some people join because of the benefits. If you have potential members in your area, why not go and have a chat to them? Tell them the reasons why you joined and why you think everybody should be a member.
3. Consulting with members
Once workers have joined, it’s important to keep them, and existing members, engaged. This builds strength, but also demonstrates the value of union membership.
This can be done in a variety of ways:
• 1:1 conversations
• Regular lunchtime meetings, in person or on Teams/ZOOM
• Newsletters
• Email Bulletins
• Surveys
• Online groups
• Flyers
Supporting and representing union members at work is one of the most important roles for our Workplace Delegates. This flowchart explains some of the different pathways for support that you should consider using to assist members who are experiencing an issue in the workplace. This is not an exhaustive list but is intended to give you some ideas about how best to support members.
Member has a query about a workplace entitlement OR member thinks they are being denied access to an entitlement.
Member approaches you about raising a grievance against the employer.
Has the member been given adequate time and been presented with all the relevant information? If not, encourage them to ask for more time to prepare.
Support the member to find the relevant entitlement in their Agreement or Award and then help them to interpret it.
If you are unsure of how to advise the member on the entitlement, or the entitlement is unclear, call the Delegate Hotline on 3010 4444 for clarity.
Talk through the facts: what happened?
Issues: what are the impacts for the member?
Outcome: What do they want?
Options: what can we do?
Action: What will we do? Support the member to raise their grievance OR, if you are unsure, call the Delegate Hotline on 3010 4444.
Encourage the member to contact our union before the meeting to review the matter and their response.
Ensure that you and the member are clear on their responses for the meeting and potential next steps.
If you need advice call the Delegate Hotline on 3010 4444.
Being a Workplace Delegate and being by the side of union members in the workplace is rewarding and worthwhile. But the role can also be demanding. So, it’s important to be mindful of your own wellbeing.
Being a Workplace Delegate and being by the side of union members is rewarding and worthwhile. But the role can also be demanding. So, it’s important to be mindful of your own wellbeing. One of the strategies you can use is to set some clear boundaries about the sort of support you can provide. Below are some ideas to help you.
What is the your role when supporting or representing members?
• Ensuring a fair process/natural justice.
• Ensuring compliance with the relevant Award or EBA.
• Making sure the member’s industrial interests and confidentiality are upheld.
• Considering the facts and the issues.
• Educating the member about reasonable/ unreasonable management direction.
• Supporting the member to come up with a solution that they have ownership for.
• Managing expectations around what can be achieved.
What are Workplace Delegates not doing when supporting members?
We’ve also developed a resource for Workpace Delegates on Best Practices for Having Difficult Conversations. To receive a copy, call the Delegate Hotline on 3010 4444. Since our 27 Ways and Growing Campaign was launched in 2013. We’ve gone on to win Natural Disaster Leave (28th Way) and Domestic and Family Violence Leave (29th Way) for many members through EBA bargaining and/or policy development. We’re now campaigning to highlight Mental Health in the workplace and make it our 30th Way. For more information, please visit our website www. theservicesunion.com.au/ campaigns
• Providing counselling or psychology services – it’s not your role. However, we can signpost other services (see page 22).
• Railroading the member into taking a certain approach.
• Being “on call” for the member.
What are some strategies for setting boundaries with the member?
• Let the member know what your role is and the support you can provide and the support our union office can provide.
• Be explicit that you need the member to tell you the WHOLE story.
• Be realistic about what the outcome could be based on the facts.
• Outline the times you’ll be available.
• Be clear that everything the member says is confidential UNLESS you hear something that suggests the member is at risk.
• Promoting our Union via noticeboards. This should also include a poster with the names and contact details of every Workplace Delegate.
• Promoting our Union via events or in staff meetings.
• Holding regular catch-ups for members. This is a great way to keep members in the loop, ask their opinion on things and get feedback.
Maintaining union visibility in your workplace is a key role for Workplace Delegates. There’s heaps of things you can do to make sure workers know our Union is active where you work.
Outlined below are some tried and tested ways of ensuring our union is a visible presence within your workplace.
If you have any other ideas about how to make our union visible at work, contact Media & Communications Officer Belinda Hogan-Collis on belinda.hogan-collis@tsuqld.com.au.
• Talking to new starters at inductions. Talking to workers right at the start of their employment is a great way to paint a picture that being a union member is normal in your workplace.
• Identifying other members who can be active. Getting other members to step up and be active means there’s more people to do the work.
Our Union is also very active on Social Media, so encourage members to Like and engage with us on the following platforms:
The Services Union is a dynamic and proactive campaigning union dedicated to advocating for the rights and interests of members across various service sectors which we cover.
By engaging in strategic campaigns, our Union strives to secure fair wages, safe working conditions, and equitable treatment for workers. We leverage collective bargaining, grassroots organising, public advocacy and political
lobbying to effect positive change and amplify our members’ voices.
Our Union also focuses on addressing broader issues such as job security, workplace equality, and the impact of technological advancements on employment.
We also are passionate about ensuring women, members with disabilities, the LGBTIQ+ community, young workers, members from culturally diverse backgrounds and our First Nations members and their communities have a strong voice in workplaces and in the political arena.
We also work closely with the national office of the Australian Services Union (ASU) to further our campaigns.
Through our unwavering commitment to social justice and workers’ rights, our Union empowers Delegates to represent their colleagues and actively push forward workplace improvements.
Our more recent campaign wins include Equal Pay and Portable and Long Service Leave for Social and Community Services workers; ensuring our members have access to Natural Disaster Leave; Mental Health Policies and/or leave in organisations where our members work; Domestic and Family Violence Leave; paid Parental Leave and funding for youth and homelessness services.
Currently, we are campaigning to secure locality allowances for members working in Aboriginal Councils, ensure our library workers receive fair pay, making sure our energy, transport and ports members have a voice in shaping their futures; and ensuring equitable rosters for Airlines members. We are also dedicated to enhancing the NDIS and continuing to strengthen the SACS Industry.
Our Union also actively supports the campaigns run by the Australian Council of Trade Unions (ACTU) and Queensland Council of Unions (QCU) by advocating for fair work practices, lobbying for policy changes, and mobilising members for collective actions. We collaborate closely with both bodies to amplify the voices of workers and participate in coordinated efforts for legislative reforms.
The Services Union Women’s Network meets every quarter with the aim of promoting and improving the position of women in our Union.
The Services Union’s Women’s Network participates in the Queensland Council of Unions women’s agenda, including International Women’s Day, the Anna Stewart Program, the Emma Miller Awards, the Organising with Equity Conference, and the annual women’s breakfast. We also act in support of our own campaigns, for example, Making Super Work for Women and Family and Domestic Violence Leave, as well as participating in community led campaigns like Red Rose Rallies, Orange the World and Reclaim the Night.
If you’re interested in joining the action and the discussion at The Services Union Women’s Committee, please send an email to our Women’s Officer, Jennifer Thomas: jennifer.thomas@theservicesunion.com.au
The Services Union believes equality is Union business. If you are a Union member that identifies as LGBTQ+, intersex, and/or gender-diverse –you’re in!
If you’re an ally, we want you to be included, too. It is everyone’s responsibility to fight for inclusion at work and in our communities. As an ally, you can play an important role. However, be mindful that you are there to support your LGBTQ+ comrades, not to speak over them. Elevate LGBTQ+ voices and be sure not to overstep. If you can do that, you are welcome to be in ASU Pride.
Moving forward to build inclusive workplaces and diverse communities ASU Pride is already active in workplaces and communities today and that is only going to grow. Our Union plans to talk with other Unions to encourage LGBTQ+ committees across the Union movement. Together, all Union members can fight for equality across Australia. If you would like to join the Pride Committee please contact Pride Officer, Darci Wanamaker: darci.wanamaker@theservicesunion.com.au
The Services Union Youth Committee is keen to give young people an opportunity to have a greater say in our Union. The committee is comprised of various members across our industries with the aim of advocating for the progressive principles of social justice, economic fairness, environmental sustainability and to gain greater cooperation and participation of young people in the workplace and in our Union.
If you are interested in being a member of the Youth Committee or becoming more involved, please send an email to our Youth Committee Officer, Dylan Knight: dylan.knight@theservicesunion.com.au
