Changes in Legislation & What It Means for You
Recent amendments to the Fair Work Act 2009 have introduced the Right to Disconnect, which ensures employees are not required to engage in work-related communications outside their designated hours unless such refusal is unreasonable. This legislation applies to employers and extends to third-party contacts, including Managed Service Provider (MSP) clients.
At Approved Systems, we are committed to ensuring a structured and professional support experience while upholding the well-being of our staff. Effective immediately, direct calls to Approved Systems staff on personal mobile numbers are no longer accepted or responded to.
Are You Classified as an Employer as an MSP Customer?
While MSP clients are not traditional employers, ongoing direct engagement with service provider employees outside their designated working hours can, in some cases, be treated as a breach of the Right to Disconnect laws. Under Australian legislation, employees—including those providing contracted services—have the right to refuse unreasonable work-related communications outside working hours.
As an MSP customer, your relationship with Approved Systems is a third-party service engagement, not an employment relationship. However, our employees retain their legal right to disconnect from direct, unsanctioned contact. This means that direct messaging, calling, or expecting responses outside of structured support channels may not only be disregarded but could also be considered a violation of Fair Work laws if it becomes unreasonable or persistent.
How to Contact Us Properly
To ensure compliance with this regulation and maintain a seamless support experience, please follow these approved communication methods:
✅ Official Support Channels: Always contact us via the Approved Systems support portal, official support email, or designated phone numbers.
✅ Respect Working Hours: Unless otherwise specified in a contractual SLA (Service Level Agreement), support is provided during standard business hours.
✅ Emergency Support Requests: If your service level includes after-hours emergency support, use the designated emergency contact details outlined in your agreement.
Consequences for Non-Compliance
Failure to adhere to the Right to Disconnect legislation may result in legal consequences. Under Australian Fair Work laws, persistent or unreasonable communication attempts outside working hours may be considered a breach of workplace rights, which can carry financial penalties.
- Individuals may face fines of up to $18,780
- Businesses may face penalties of up to $93,900
This legislation protects all workers, including those in managed service agreements, from being expected to work outside of their contracted conditions.
Respecting Boundaries for a Better Service
We appreciate your cooperation in ensuring a structured, fair, and professional communication approach. By respecting these policies, you help us deliver efficient and high-quality service while supporting the mental well-being of our team.
For any support inquiries, ticket submissions, or service escalations, please use our official channels to ensure timely assistance and compliance with these new regulations.