On 29 May 2026, General Manager of the Fair Work Commission (FWC), Murray Furlong released a statement on the changes to the FWC’s processes, systems and information. The purpose of the changes is to assist in managing the FWC’s workload challenges that have resulted as part of the significant increase in FWC applications, with the FWC’s total workload increasing by over 70% in a three-year span. As reflected in Justice Hatcher’s recent statement, generative AI appears to be the direct cause of such increases, having a direct effect on the FWC’s ‘ability to provide timely, efficient, and effective dispute resolution services’.
The FWC has perceived a shift from collective matters to individual rights-based applications over the past ten years, with an increase in self-represented applicants. Such applicants have little to no workplace relations experience or knowledge and are often informed by AI.
The General Manager’s statement outlines key changes the FWC are taking in light of these challenges, and are outlined as follows:
FWC’s Management of Cases
1. Early Interventions in General Protections Disputes
The FWC is piloting an Early Dispute Resolution (EDR) model where specialised staff contact parties within about 14 days, often before a response is filed, to provide information and attempt informal resolution. The approach uses flexible ADR methods (with conferences only where necessary) and the pilot has already indicated faster resolution through early intervention.
2. Staff Conference Model Pilot
A new staff-led conference model in general protections dismissal matters is being trialled, with conciliators focusing discussions on achieving resolution rather than determinative issues. Early results suggest it may be a more efficient alternative to the current model, and it is being evaluated for possible permanent adoption.
Technology
3. MyFWC online portal
The MyFWC portal is being expanded from a lodgement tool into a full end‑to‑end case management system, allowing users to access case information, documents, and listings online. The FWC plans to require portal lodgement for key applications such as unfair dismissal and general protections and progressively extend the system to more case types.
4. AI-assisted Agreement Checklist Assistant
The FWC is developing a GenAI checklist tool to support staff in triaging enterprise agreement applications by identifying completeness, compliance, and potential issues, including whether it may past the Better Off Overall Test (BOOT). This aims to improve efficiency but retain FWC oversight, with Members continuing to review and determine applications.
5. AI-Assisted Helpline
The FWC is exploring an AI voice agent to triage helpline calls and direct users more efficiently, particularly where queries fall outside its jurisdiction or relate to general information already accessible on the FWC’s website. The goal is to reduce wait times and improve service by prioritising users who need staff assistance.
6. Document Search
A new document search platform launched in February 2026 to replace older technology and improve efficiency. The FWC is investing further resources to fix problems and deliver ongoing enhancements to improve user experience.
Finally, the FWC is further undertaking an internal organisational review in an effort to address workload pressures and resources, with a specific focus on its property profile.
See here to read the General Manager’s statement.
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Disclosure statement: This information is general in nature and does not take into account any individual’s or business’ specific circumstances. You should obtain independent legal advice before making any decisions based on this information. Liability limited by a scheme approved under Professional Standards Legislation.