Westpac Employee Wins Right to Work from Home: What It Means for You

n a landmark Fair Work Commission (FWC) decision, a long-serving Westpac employee has won the right to work from home, setting a major precedent for flexible work arrangements across Australia.

The Case

Karlene Chandler, who has worked with Westpac for more than 23 years, requested in January 2025 to continue working remotely from her home in Wilton, NSW. Her request was motivated by family responsibilities — particularly school drop-offs and pick-ups for her two daughters — and the lengthy commute to Westpac’s corporate office in Kogarah.

Westpac refused the request, citing its internal policy requiring employees to attend the office at least two days a week. The bank also rejected Ms Chandler’s compromise proposal to work from a nearby branch instead of the main site.

After reviewing the case, the Fair Work Commission ruled in her favour — finding that Westpac’s refusal was not based on reasonable business grounds. The Commission noted Ms Chandler’s proven record of remote work performance and the lack of evidence that her home-based setup had ever caused problems for the business.

Why the Ruling Matters

This case reinforces the legal protections employees have under the Fair Work Act 2009, which grants eligible employees (including parents of school-age children) the right to request flexible working arrangements. Employers may refuse only on reasonable business grounds — such as if the arrangement would significantly impact productivity, customer service, or team collaboration.

The FWC determined that Westpac’s reasons for refusal — mainly the need for in-office collaboration and access to training — did not hold up in this situation. Ms Chandler had demonstrated strong performance remotely, and the bank did not show how her continued remote work would negatively affect business outcomes.

According to the Finance Sector Union (FSU), which supported Ms Chandler’s case, the decision “reaffirms the right to work from home when it’s reasonable and practical to do so.”

The Broader Message for Employers

This ruling sends a clear message to employers: if you’re going to deny a work-from-home request, you must have genuine, evidence-based business reasons. Blanket policies or one-size-fits-all approaches are unlikely to pass scrutiny.

Employers are encouraged to:

• Review flexible work policies to ensure compliance with Fair Work obligations.

• Consider the individual’s work record and role suitability before making a decision.

• Document and communicate clearly any reasons for refusal.

And for Employees…

If you’re juggling family commitments or simply seeking better work-life balance, this decision shows that flexible working is not just a perk — it’s a right (when reasonable).

You still need to make your case professionally:

• Put your request in writing, outlining why the arrangement is reasonable.

• Provide evidence of how you can maintain (or improve) performance while working remotely.

• Be open to negotiation and compromise.

The Fair Work Commission’s ruling in favour of Karlene Chandler isn’t a universal green light for remote work — but it’s a strong signal that flexibility is here to stay. For many roles, especially those that can be done effectively online, working from home is no longer an exception — it’s becoming part of the new normal.