Our Policies

To assist us in continually improving our services, The BUSY Group appreciates your feedback. If you would like to provide feedback or voice a concern, you can do so via; our Feedback Page. or Contact Us by phone or email.

View or download our Feedback & Complaints Procedure (PDF)

The BUSY Group is firmly committed to the ensuring the safety and well-being of all children, young and vulnerable people, anchored in our robust safeguarding policies and practices. We maintain a zero-tolerance approach to abuse of any kind, emphasising a preventive and proactive stance to foster an environment where children, young and vulnerable people feel and are safe.

Our efforts focus on the cultural safety of First Nations people, those from diverse backgrounds and people with disabilities. All staff at BUSY share the responsibility for safeguarding, are carefully selected, well-trained and supported in an open culture where safeguarding risks are actively managed and communicated.

We also collaborate with external partners to ensure a community-focused approach, enhancing well-being and securing the future of every child, young or vulnerable person.

The BUSY Group’s Safeguarding Commitment

As an organisation that prioritises the safeguarding of children and all vulnerable people, the BUSY Group is committed to providing a safe environment across all we do by actively adopting strategies that embed a culture of zero tolerance for abuse of any kind.

View or download the Safeguarding Risk Management Framework (PDF)

If you have any concerns or feedback in relation to the Safeguarding Risk Management Framework, please email us at – safeguarding@thebusygroup.com.au

The BUSY Group is committed to the confidentiality, security, and availability of its information assets.

View or download our Information Security Policy (PDF)

BUSY Business is collecting your personal information (such as name, contact details and business information to deliver services to you under the Digital Solutions program, funded by the Australian Government. Your information will be used to provide digital advisory services and to meet our reporting obligations under the program. Your personal information will be handled in accordance with the Privacy Act and Australian Privacy Principles.

Your personal information may be shared with:

• The Commonwealth Department of the Treasury (Treasury), which will use it to manage, administer, promote and evaluate the program. This may include sharing your first name, email address and phone number with third parties contracted by the Australian Government for program promotion,monitoring and evaluation. You may be contacted by these third parties and can opt out of communications from them at any time.
• Contractors and service providers engaged by us to deliver advisory, mentoring, training or other support services as part of the program. These providers will only receive the personal and business information necessary to deliver the services you have requested on our behalf.
• The Commonwealth Department of Industry, Science and Resources, which will use it to administer the program’s funding arrangements and provide relevant data to Treasury.
• A financial institution, to process any program contribution fee you pay.
• A translator or interpreter, if you require one to participate in the program.

After your participation in the program ends, BUSY Business will retain your information securely for only as long as reasonably necessary under the Program, after which it will be securely destroyed or de-identified, unless you have provided your consent to retain your contact details for our own purposes (such as advising you of our other service offerings), in which case we will notify you clearly that we are no longer acting in our capacity as a Digital Solutions Provider. You may only provide personal information about another individual if that individual has given you express consent to do so.

You may also be invited to participate in a voluntary satisfaction survey. Your responses will be shared with Treasury to support the improvement of our services.

Your participation in the Digital Solutions program is voluntary, and you may withdraw your consent for the sharing of your information at any time by advising your BUSY Business mentor or contacting us at TBGPrivacy@thebusygroup.com.au. Withdrawing consent will not affect any services already received but may reduce our ability to provide services to you going forward.

For more information around how we manage your personal information, see our Privacy Policy or contact TBGPrivacy@thebusygroup.com.au.

Underscoring BUSY’s ongoing commitment to upholding the principles of human rights and creating a safe and inclusive environment for all, we have a number of initiatives to promote awareness of and combat modern slavery, a contemporary challenge against human rights.

View or download our Modern Slavery Policy (PDF)

Modern Slavery Statement

Our first reportable Modern Slavery Statement was approved by the Group Board in November 2023 and has been published to the Online Register. This will be an annual ongoing requirement. This statement applies to The BUSY Group and its legal entities.

View or download our Modern Slavery Statement (PDF).

Modern Slavery Notification Tool

To foster an ethical and transparent culture amongst our organisation and those with whom we work, we have a Modern Slavery Notification Tool.

Accessible to anyone both internal and external to the organisation, this tool provides a safe and confidential platform to report any suspicions related to modern slavery. All voices are crucial in this fight, and BUSY are here to listen and act.

At the BUSY Group we are committed to delivering top-tier employment, training and education programs that make a meaningful difference in people’s lives. The quality of our services is fundamental to our success, and the success of our customers.

We are committed to:

• Delivering excellence in all programs and services through continuous improvement and innovation
• Meeting and exceed customer expectations by understanding their needs and providing responsive, reliable, and effective services.
• Complying with all relevant legislative and regulatory requirements, contractual obligations and industry standards to ensure integrity and accountability in our operations.
• Empowering our people through ongoing professional development, fostering a culture of quality, collaboration, and shared responsibility.
• Monitoring and evaluating performance using data-driven insights to inform decision-making and enhance service delivery.

To support this commitment, the BUSY Group has implemented a Quality Management System (QMS), which provides a structured framework of policies, processes, and procedures to ensure that our services consistently meet customer requirements and drive continuous improvement.

Benefits of implementing a QMS include enhanced customer satisfaction, improved operational efficiency, reduced errors, better compliance, and a culture of accountability, excellence and continuous improvement.

BUSY & Quality – What We Stand For!

Building Customer Satisfaction and Trust

We aim for high levels of customer satisfaction through reliable, responsive, and respectful service. Every interaction is a chance to build trust.

Uplifting Communities through Sustainable Programs

Our programs are designed to create real opportunities and long-term impact in the communities we serve. Quality means delivering outcomes that matter.

Strengthening Business Performance and Compliance

We’re committed to strong performance, meeting contractual obligations, and continually improving our systems to stay abreast of change and future-focused.

Yielding Positive Change through Continuous Improvement

Quality is never a one-time effort. We embrace feedback, innovation, and learning to keep improving our services and adapting to challenges.

BUSY Groups Quality Objectives

To support our commitment to quality the BUSY Group has established a set of specific, measurable quality objectives. These objectives are designed to ensure our services consistently meet high standards, support customer expectations and our strategic goals and maintain our position as a market leader in employment and training services.

They guide our continuous improvement efforts and form the foundation of our quality planning, measurement and review processes.

Each objective is aligned with our vision and purpose to deliver impactful services that make skills, education and employment accessible to every person, so they can create their own world of ‘unbounded possibilities’.

BUSY has a Quality objectives statement (PDF) which outlines our Quality Objectives

The Quality Objectives of the BUSY Group are:

• Ensure a high level of customer satisfaction, trust and confidence by maintaining service quality
• Achieve high levels of business performance
• Create a sustainable business which delivers a range of integrated programs through both Government funding and new technology.
• Ensuring the effectiveness and resilience of our Quality Management System by proactively considering the relevance and impact of climate change on our operations and stakeholders (i.e. disruptions from severe weather events)
• Deliver more opportunities in our communities
• Deliver Contracts in accordance with all contractual and regulatory obligations
• Apply a philosophy of continual improvement

Purpose

BUSY Business is committed to ensuring that genuine financial hardship does not prevent eligible small businesses from accessing Digital Solutions services.

A participant contribution fee normally applies to one-on-one advisory services. Where a participant is experiencing genuine financial hardship, BUSY Business may waive this fee following assessment against this policy.

Fee waivers are not automatic and are assessed on a case-by-case basis.

Automatic Evidence of Hardship

Participants may be eligible for a fee waiver where they are currently receiving an eligible Australian Government income support payment.

This includes, but is not limited to:

• Self-Employment Assistance Program Payment
• JobSeeker Payment
• Parenting Payment
• Youth Allowance
• Disability Support Pension
• Carer Payment
• Other eligible income support payments as determined by Services Australia.

Applicants must provide evidence that they are currently receiving the payment.

Financial Hardship Assessment

Where a participant is not receiving an eligible income support payment, BUSY Business may consider a fee waiver where the participant can demonstrate genuine financial hardship.

Examples include:

• The business is currently generating insufficient income to meet normal operating expenses.
• The owner’s personal income is below or around the equivalent JobSeeker rate.
• The business has experienced a significant decline in revenue.
• Cash flow constraints mean the participant cannot reasonably afford the participant contribution.
• The business has been affected by a natural disaster or other emergency.
• Unexpected personal circumstances (illness, injury, family crisis or similar) have significantly affected the participant’s financial capacity.
• Other exceptional circumstances considered reasonable by BUSY Business.

Approval will be based on the participant’s overall circumstances and supporting evidence.

Supporting Evidence

Applicants may provide one or more of the following:

• Centrelink or Services Australia documentation
• Evidence of Self-Employment Assistance Program Payment
• Recent BAS
• Profit and Loss Statement
• Bank statements
• Accountant’s letter
• Evidence relating to a natural disaster
• Insurance documentation
• Statutory declaration or written explanation
• Other documents considered appropriate by BUSY Business

BUSY Business may request additional information where necessary.

Assessment

Each application will be assessed individually.

Assessment will consider:

• current financial position;
• ability to pay the participant contribution;
• supporting evidence provided; and
• any exceptional circumstances.

Approval of a fee waiver remains at the discretion of BUSY Business.

Privacy

All information supplied will remain confidential and will only be used for assessing the fee waiver request.