Providers delivering the Work programme are required to at least meet minimum performance levels set out in contracts. Those not meeting minimum levels will be issued with formal notices requiring them to improve, with the prospect of losing contracts if they fail to do so.
Providers are also required to deliver at least the minimum standard of service they promise for each participant. To ensure promised service standards are being delivered, the Department conducts a monthly review of a sample of participants from each contract, requiring providers to rectify any shortcomings identified. This is backed up by an accessible and independently backed complaints process that enables participants to raise concerns they might have with the support they receive.