Improving service for QTU members
Queensland Teachers' Journal, Vol 131 No 7, 2 October 2026, page no.5
The QTU has introduced a new member charter, to ensure members continue to receive the best possible service from their Union.
As part of the QTU’s 2026 Operational Plan, a Cross Team Servicing Improvement Taskforce was established to examine ways to improve member servicing.
There was general consensus that the current member servicing model is not fit for purpose, as in the wake of last year’s industrial action, QTU membership has grown to more than 50,000.
The Operational Plan included the development of a QTU Member Service Charter, to ensure members and employees of the Union have a clear understanding of the service provided by the Union and the mutual obligations the QTU and members have when formal representation is being made to an external third party, such as the Department of Education, the Queensland College of Teachers, the Queensland Curriculum and Assessment Authority, and the Queensland Industrial Relations Commission.
The charter sets out shared expectations about how members engage with the QTU and how representation decisions are made to achieve the best possible outcome for members.
This approach provides a solid foundation for member retention and adds to our value proposition, as it makes clear what members can expect when being represented by their Union.
The charter was launched and went live on our website on 3 August, and members have been engaging with it since.
There are plans to update next year’s dues renewal process with a requirement that every member agrees to the charter as part of renewing their QTU membership.
If the member does not agree to charter, services provided by the QTU may be limited.
Despite that, it is important to note that member access to the high-quality QTU Legal Assistance Scheme will remain unchanged. The charter does not relate to general information and advice provided to members, only to broader services provided by the QTU and its Officers and Organisers.
In addition, the QTU is trialling the introduction of Member Service Officers, who will work in conjunction with our call centre, the Queensland Teachers Assist Desk. Sunshine Coast Organiser Meegan Jackson and Kelly Creedon, Logan Redlands Organiser, will be working together in Term 4 to support the work of our QTAD Information Support Officers.
We are also refurbishing the QTAD call centre space with improved acoustics, sound proofing, and additional office space, to future-proof the area.
The QTU is continuing to work on other member service improvements, including the development of a process categorising QTAD member service requests, to allow for analysis of member information trends that can be used strategically to assist in improving member services, organising, and campaigning.
We are also undertaking a broad review of all member collateral to ensure it is addressing trends in members service requests. Adjacent to this work is a gap analysis of other servicing work that is not captured in our annual operating report, to ensure that work is publicly celebrated, including in member growth and retention promotion.
I look forward to sharing the results of our efforts with you in future Journals.