How are workers supported while they are in Australia?

The PALM scheme has built-in protections. This includes a requirement that PALM scheme employers have worker welfare embedded into their systems and practices to create positive, productive working environments. Employers are also required to appoint a welfare and wellbeing officer within the organisation to help and support workers.

The Australian Government also conducts check-ins with workers and employers to make sure employers are taking good care of their workers, and that all required conditions are being met.

Workers with concerns about their work conditions can contact their country liaison officer (CLO) or the Fair Work Ombudsman (FWO), or call the PALM scheme support service line for help and advice. See below for details.

Ongoing focus on welfare and wellbeing

Ongoing welfare and wellbeing support is provided to PALM scheme workers throughout their time in Australia.

Before workers from Pacific island countries and Timor-Leste come to Australia, they participate in pre-departure training that provides information about living and working in Australia and how to access support.

When they arrive in Australia, their employer provides an arrival briefing and helps workers form connections with local community groups as they settle into their new homes. 

Information on a range of topics is provided to workers, including:

• accommodation and appropriate living arrangements
• personal finance, superannuation, insurance and banking services
• tax returns (long-term workers only)
• sending money home
• essential items in Australia (SIM cards, phones, clothing, etc.)
• getting an Australian driver’s licence
• the role of the FWO
• workplace rights and entitlements
• health and medical contacts
• education and training opportunities
• contacts for any diaspora in the community where they will live and work.

Employers provide ongoing support and advice to their workers while they are engaged under the PALM scheme, including conducting fortnightly discussions with them.

Contact information for PALM scheme workers

If employers cannot provide answers to workers’ questions, workers can call the support service line on (1800 51 51 31), or email (palm@dewr.gov.au). Please note the support service line and email inbox are monitored 8.30 am-6.30 pm AEDT - calls after hours should be for critical incidents only.

Workers can also be provided with the contact details below.

CLO or labour attaché: visit the website contact page.

FWO: Call (13 13 94) or the interpreter service on (13 14 50).

Community Connections

The PALM scheme Community Connections program delivers on the Australian Government’s commitment to PALM scheme worker welfare, wellbeing, and social inclusion in Australia. Community Connections builds positive relationships between PALM scheme workers and their local communities, helping workers settle into life and work in Australia.  

The Department of Employment and Workplace Relations (DEWR) contracted The Salvation Army to deliver the PALM scheme Community Connections program 2024–27 with their partner network:  
•    New South Wales Council for Pacific Communities 
•    Pacific Island Council of Queensland 
•    Uniting Church of Australia (Synod of Victoria and Tasmania).  

The Salvation Army and its partner networks engage with local community stakeholders, PALM scheme employers, and workers to plan events and activities for workers and communities to come together through social, cultural, faith-based, sporting, and other activities.

As part of the Community Connections program, The Salvation Army administers limited funding on behalf of DEWR to provide workers engaged in the program, short-term emergency assistance where all avenues of support have been exhausted.  

Visit the website contact page for Community Connections contact details for each state and territory.