Call Centre Code

Topics in this page include:

• Victorian Call Centre Industry
• Who does the Code apply to?
• What does the Code cover?
  • Management and organisation of work systems
  • Employee entitlements
  • Representation and dispute settlement
  
  
• Implementation of and compliance with the Code
• Copy of the Code

Victorian Call Centre industry

The call centre industry is a major Victorian employer, particularly within regional centres. Almost one third of all Australian call centres are based in Victoria.

The Victorian Government has established the Victorian Government Call Centre Code to assist in the development of a sustainable call centre industry.

The Code is based on the principles of:

• productivity and efficiency
• cooperation
• communication and consultation between employers and employees
• training and skill development
• fair and reasonable employment standards
• commitment to occupational health and safety
• security of employment
• rights of representation
• equity in the workplace

All of the issues discussed here are covered in greater detail in the Victorian Government Call Centre Code.

Who does the Code apply to?

The Call Centre Code applies to:

• the Victorian Government (including all 'in budget' agencies, statutory authorities and government-owned corporations)
• private sector organisations contracted to the Victorian Government to provide or perform call centre activities

The Victorian Government also encourages all other organisations that participate in the call centre industry to adopt and follow the Code.

The Code should be applied with regard to the provisions of relevant state or federal legislation, federal awards and federal agreements, in particular:

• the Workplace Relations Act 1996
• the Victorian Public Service (Non-Executive Staff) Agreement 2002 or subsequent enterprise agreements that apply to Victorian public sector employment
• Victorian and Commonwealth occupational health & safety legislation
• Victorian and Commonwealth workers compensation legislation
• Victorian and Commonwealth equal opportunity and anti-discrimination legislation
• all relevant legislation relating to the operation of superannuation

What does the Code cover?

The Call Centre Code sets out the key requirements for successfully operating and managing call centres. This includes areas such as work systems, employee entitlements, dispute resolution and issues of non-compliance with the Code.

Management and organisation of work systems

For an organisation to perform to the best of its abilities it needs organised and well-managed systems. With regard to this, the Code requires that:

• the workplace is organised so that employees are able to achieve high standards of customer service
• employers comply with workplace health and safety requirements
• procedures are established to facilitate communication and consultation between all members of the workforce
• training is provided to allow the workforce to continually improve its skills
• flexible, fair and consultative performance assessment criteria are set in place

Employee entitlements

The Code sets out requirements for employee entitlements with regard to:

• minimum salary rates
• penalty rates
• remuneration for performing higher duties
• superannuation
• leave
• working from home
• redundancy
• security of employment and entitlements
• non-standard employee entitlements
• anti-discrimination

Representation and dispute settlement

The Code has established requirements for managing industrial disputes and relationships between employers, employees and representative organisations. It requires that:

• all parties must comply with applicable federal and state industrial legislation
• all parties are committed to establishing and observing procedures for dispute settlement
• all parties have a right to unhindered representation

Implementation of and compliance with the Code

The Victorian Government is committed to implementing the Victorian Government Call Centre Code. To this end, all Victorian Government departments, agencies, statutory authorities and government-owned enterprises are provided with copies of and information about the Code. Industrial Relations Victoria will assist organisations and agencies with the implementation and operation of the Code.

Issues involving non-compliance with the Code should be dealt with by following the procedures laid out within the Code. As a starting point, refer to the Code's dispute resolution procedures. If the dispute can't be resolved in this way, the Code outlines the process for referring disputes to the appropriate authorities.

Copy of the Code

Contact the Victorian Business Line (VBL) on 13 22 15 regarding any problems with file downloads.