Contract Call Centres Award 2010 - Business SA

Contract Call Centres Award 2010The above award was first made on 3 April 2009 [PR986364]This consolidated version of the award includes variations made on 11 September 2009[PR988402]NOTE: Transitional provisions may apply to certain clauses – see clause 2 and Schedule ATable of Contents[Varied by PR988402]Part 1—Application and Operation ....................................................................................... 31. Title .............................................................................................................................. 32. Commencement and transitional.................................................................................. 33. Definitions and interpretation ...................................................................................... 44. Coverage ...................................................................................................................... 45. Access to the award and the National Employment Standards.................................... 56. The National Employment Standards and this award.................................................. 57. Award flexibility .......................................................................................................... 5Part 2—Consultation and Dispute Resolution....................................................................... 78. Consultation regarding major workplace change......................................................... 79. Dispute resolution ........................................................................................................ 710. Dispute resolution procedure training leave ................................................................ 8Part 3—Types of Employment and Termination of Employment ...................................... 911. Full-time employment.................................................................................................. 912. Part-time employment.................................................................................................. 913. Casual employment.................................................................................................... 1014. Termination of employment....................................................................................... 1015. Absence from duty ..................................................................................................... 1116. Abandonment of employment.................................................................................... 1117. Redundancy................................................................................................................ 11Part 4—Minimum Wages and Related Matters.................................................................. 1218. Classifications and minimum wage rates................................................................... 1219. Supported wage system.............................................................................................. 1620. Allowances................................................................................................................. 1621. Accident pay .............................................................................................................. 2022. Payment of wages ...................................................................................................... 20MA000023 This award does not come into force until 1 January 2010 1

Contract Call Centres Award 201023. Superannuation........................................................................................................... 21Part 5—Hours of Work and Related Matters ..................................................................... 2224. Ordinary hours of work, rostering and penalty rates ................................................. 2225. Breaks......................................................................................................................... 2626. Overtime..................................................................................................................... 27Part 6—Leave and Public Holidays...................................................................................... 3027. Annual leave .............................................................................................................. 3028. Personal/carer’s leave and compassionate leave........................................................ 3129. Community service leave........................................................................................... 3130. Public holidays........................................................................................................... 31Schedule A—Transitional Provisions................................................................................... 33Schedule B—Classification Structure and Definitions ....................................................... 37Schedule C—National Training Wage ................................................................................. 51Schedule D—Supported Wage System................................................................................. 522 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010Part 1—Application and Operation1. TitleThis award is the Contract Call Centres Award 2010.2. Commencement and transitional[Varied by PR988402]2.1 This award commences on 1 January 2010.[2.2–2.6 inserted by PR988402]2.2 The monetary obligations imposed on employers by this award may be absorbed intooveraward payments. Nothing in this award requires an employer to maintain orincrease any overaward payment.2.3 This award contains transitional arrangements which specify when particular parts ofthe award come into effect. Some of the transitional arrangements are in clauses inthe main part of the award. There are also transitional arrangements in Schedule A.The arrangements in Schedule A deal with:• minimum wages and piecework rates• casual or part-time loadings• Saturday, Sunday, public holiday, evening or other penalties• shift allowances/penalties.2.4 Neither the making of this award nor the operation of any transitional arrangementsis intended to result in a reduction in the take-home pay of employees covered by theaward. On application by or on behalf of an employee who suffers a reduction intake-home pay as a result of the making of this award or the operation of anytransitional arrangements, Fair Work Australia may make any order it considersappropriate to remedy the situation.2.5 Fair Work Australia may review the transitional arrangements in this award andmake a determination varying the award.2.6 Fair Work Australia may review the transitional arrangements:(a)(b)(c)on its own initiative; oron application by an employer, employee, organisation or outworker entitycovered by the modern award; oron application by an organisation that is entitled to represent the industrialinterests of one or more employers or employees that are covered by themodern award; orMA000023 This award does not come into force until 1 January 2010 3

Contract Call Centres Award 2010(d)in relation to outworker arrangements, on application by an organisation that isentitled to represent the industrial interests of one or more outworkers to whomthe arrangements relate.3. Definitions and interpretation3.1 In this award, unless the contrary intention appears:Act means the Workplace Relations Act 1996 (Cth)Commission means the Australian Industrial Relations Commission or its successoremployee has the meaning in the Actemployer has the meaning in the Actenterprise award has the meaning in the Actenterprise NAPSA means a NAPSA derived from a State award which immediatelyprior to 27 March 2006 applied only to a single business or a part of a single businessNAPSA means notional agreement preserving a State award and has the meaning inthe ActNES means National Employment Standardsstandard rate means the minimum hourly wage prescribed for the Clerical andAdministration Officer Level 3/Customer Contact Officer Level 23.2 Where this award refers to a condition of employment provided for in the NES, theNES definition applies.4. Coverage4.1 This award applies throughout Australia to employers of employees in the contractcall centre industry who are covered by the classifications in this award and to thoseemployees.4.2 Contract call centre industry means:(a)(b)any business whose principal function is supplying inbound or outboundcustomer contact services to a number of clients, on a contract basis, andwhose business is independent of the client; andany business which supplies labour to a business in the contract call centreindustry on a labour hire basis in respect of any such labour hire employeeswhile engaged in the performance of work for a business in the contract callcentre industry.4.3 Customer contact services means any inbound or outbound work, includingtelephone sales, using the telephone or other telecommunication devices such asfacsimiles, the internet or email.4 MA000023 This award does not come into force until 1 January 2010

4.4 The award does not apply to:Contract Call Centres Award 2010 (MA000023)(a)(b)(c)(d)any business or part of a business which is not a business in the contract callcentre industry (as defined); orany business or part of a business in which the customer contact services arecarried out within that business and for that business, except in the case of abusiness in the contract call centre industry; orany person who is a director or manager of an employer or a person to whomsuch person has delegated the right to engage and terminate the employment ofemployees;an employee excluded from award coverage by the Act.4.5 The award does not cover an employer bound by an enterprise award or an enterpriseNAPSA with respect to any employee who is covered by the enterprise award orNAPSA.4.6 Where an employer is covered by more than one award, an employee of thatemployer is covered by the award classification which is most appropriate to thework performed by the employee and to the environment in which the employeenormally performs the work.NOTE: Where there is no classification for a particular employee in this award it ispossible that the employer and that employee are covered by an award withoccupational coverage.5. Access to the award and the National Employment StandardsThe employer must ensure that copies of this award and the NES are available to allemployees to whom they apply either on a noticeboard which is conveniently located at ornear the workplace or through electronic means, whichever makes them more accessible.6. The National Employment Standards and this awardThe NES and this award contain the minimum conditions of employment for employeescovered by this award.7. Award flexibility7.1 Notwithstanding any other provision of this award, an employer and an individualemployee may agree to vary the application of certain terms of this award to meet thegenuine individual needs of the employer and the individual employee. The terms theemployer and the individual employee may agree to vary the application of are thoseconcerning:(a)(b)(c)arrangements for when work is performed;overtime rates;penalty rates;MA000023 This award does not come into force until 1 January 2010 5

Contract Call Centres Award 2010(d)(e)allowances; andleave loading.7.2 The employer and the individual employee must have genuinely made the agreementwithout coercion or duress.7.3 The agreement between the employer and the individual employee must:(a)(b)be confined to a variation in the application of one or more of the terms listedin clause 7.1; andresult in the employee being better off overall than the employee would havebeen if no individual flexibility agreement had been agreed to.7.4 The agreement between the employer and the individual employee must also:(a)(b)(c)(d)(e)be in writing, name the parties to the agreement and be signed by the employerand the individual employee and, if the employee is under 18 years of age, theemployee’s parent or guardian;state each term of this award that the employer and the individual employeehave agreed to vary;detail how the application of each term has been varied by agreement betweenthe employer and the individual employee;detail how the agreement results in the individual employee being better offoverall in relation to the individual employee’s terms and conditions ofemployment; andstate the date the agreement commences to operate.7.5 The employer must give the individual employee a copy of the agreement and keepthe agreement as a time and wages record.7.6 Except as provided in clause 7.4(a) the agreement must not require the approval orconsent of a person other than the employer and the individual employee.7.7 An employer seeking to enter into an agreement must provide a written proposal tothe employee. Where the employee’s understanding of written English is limited theemployer must take measures, including translation into an appropriate language, toensure the employee understands the proposal.7.8 The agreement may be terminated:(a)(b)by the employer or the individual employee giving four weeks’ notice oftermination, in writing, to the other party and the agreement ceasing to operateat the end of the notice period; orat any time, by written agreement between the employer and the individualemployee.7.9 The right to make an agreement pursuant to this clause is in addition to, and is notintended to otherwise affect, any provision for an agreement between an employerand an individual employee contained in any other term of this award.6 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)Part 2—Consultation and Dispute Resolution8. Consultation regarding major workplace change8.1 Employer to notify(a)(b)Where an employer has made a definite decision to introduce major changes inproduction, program, organisation, structure or technology that are likely tohave significant effects on employees, the employer must notify the employeeswho may be affected by the proposed changes and their representatives, if any.Significant effects include termination of employment; major changes in thecomposition, operation or size of the employer’s workforce or in the skillsrequired; the elimination or diminution of job opportunities, promotionopportunities or job tenure; the alteration of hours of work; the need forretraining or transfer of employees to other work or locations; and therestructuring of jobs. Provided that where this award makes provision foralteration of any of these matters an alteration is deemed not to have significanteffect.8.2 Employer to discuss change(a)(b)(c)The employer must discuss with the employees affected and theirrepresentatives, if any, the introduction of the changes referred to in clause 8.1,the effects the changes are likely to have on employees and measures to avertor mitigate the adverse effects of such changes on employees and must giveprompt consideration to matters raised by the employees and/or theirrepresentatives in relation to the changes.The discussions must commence as early as practicable after a definite decisionhas been made by the employer to make the changes referred to in clause 8.1.For the purposes of such discussion, the employer must provide in writing tothe employees concerned and their representatives, if any, all relevantinformation about the changes including the nature of the changes proposed,the expected effects of the changes on employees and any other matters likelyto affect employees provided that no employer is required to discloseconfidential information the disclosure of which would be contrary to theemployer’s interests.9. Dispute resolution9.1 In the event of a dispute about a matter under this award, or a dispute in relation tothe NES, in the first instance the parties must attempt to resolve the matter at theworkplace by discussions between the employee or employees concerned and therelevant supervisor. If such discussions do not resolve the dispute, the parties willendeavour to resolve the dispute in a timely manner by discussions between theemployee or employees concerned and more senior levels of management asappropriate.MA000023 This award does not come into force until 1 January 2010 7

Contract Call Centres Award 20109.2 If a dispute about a matter arising under this award or a dispute in relation to the NESis unable to be resolved at the workplace, and all appropriate steps under clause 9.1have been taken, a party to the dispute may refer the dispute to the Commission.9.3 The parties may agree on the process to be utilised by the Commission includingmediation, conciliation and consent arbitration.9.4 Where the matter in dispute remains unresolved, the Commission may exercise anymethod of dispute resolution permitted by the Act that it considers appropriate toensure the settlement of the dispute.9.5 An employer or employee may appoint another person, organisation or association toaccompany and/or represent them for the purposes of this clause.9.6 While the dispute resolution procedure is being conducted, work must continue inaccordance with this award and the Act. Subject to applicable occupational healthand safety legislation, an employee must not unreasonably fail to comply with adirection by the employer to perform work, whether at the same or anotherworkplace, that is safe and appropriate for the employee to perform.10. Dispute resolution procedure training leave10.1 Subject to clause 10.7, an eligible employee representative will be entitled to, and theemployer will grant, up to five days training leave with pay to attend courses whichare directed at the enhancement of the operation of the dispute resolution procedureincluding its operation in connection with this award and with the WorkplaceRelations Act 1996 (Cth), or with any relevant agreement which provides it is to beread in conjunction with this award.10.2 An eligible employee representative must give the employer six weeks’ notice of theemployee representative’s intention to attend such courses and the leave to be taken,or such shorter period of notice as the employer may agree to accept.10.3 The notice to the employer must include details of the type, content and duration ofthe course to be attended10.4 The taking of such leave will be arranged having regard to the operationalrequirements of the employer so as to minimise any adverse effect on thoserequirements.10.5 An eligible employee representative taking such leave will be paid all ordinary timeearnings which normally become due and payable during the period of leave.10.6 Leave of absence granted pursuant to this clause will count as service for allpurposes of this award.10.7 For the purpose of determining the entitlement of employee representatives todispute resolution procedure training leave, an eligible employee representative is a:(a)shop steward, a delegate or an employee representative duly elected orappointed by the employees in a workplace generally or collectively for all orpart of a workplace for the purpose of representing those employees in thedispute resolution procedure; and8 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)(b)who is within the class and number of representatives entitled from year to yearto take paid dispute resolution procedure training leave according to thefollowing quota table:Number of employees employedby employer in enterprise orworkplaceMaximum number of eligibleemployee representatives entitled peryear5 – 15 116 – 30 231 – 50 351 – 90 4More than 90 510.8 Where the number of eligible employee representatives exceeds the quota at anyparticular time for a relevant enterprise or workplace, priority of entitlement for therelevant year will be resolved by agreement between those entitled, or if not agreed,be given to the more senior of the employee representatives otherwise eligible whoseeks leave.10.9 For purposes of applying the quota table employees employed by the employer in theenterprise or workplace are full-time, part-time and casual employees with sixmonths or more service who are covered by this award and who are engaged in theenterprise or workplace to which the procedure established under clause 9—Disputeresolution applies.Part 3—Types of Employment and Termination of Employment11. Full-time employmentAny employee not specifically engaged as being a part-time or casual employee is for allpurposes of this award a full-time employee, unless otherwise specified in the award.12. Part-time employment12.1 An employee may be engaged to work on a part-time basis. A part-time employee isan employee (other than a casual) who has reasonably predictable hours of work andwho is engaged to work a lesser number of ordinary hours per week than a full-timeemployee performing work of the same kind or a similar nature.12.2 A part-time employee must be paid for ordinary hours worked at the rate per hour of1/38th of the weekly rate prescribed by clause 18—Classifications and minimumwage rates for the work performed.12.3 The terms of this award will apply pro rata to part-time employees on the basis thatordinary weekly hours for full-time employees are 38 hours.12.4 An employer is required to roster a part-time employee for a minimum of threeconsecutive hours on any shift.MA000023 This award does not come into force until 1 January 2010 9

Contract Call Centres Award 201012.5 Overtime will be payable to part-time employees for time worked in excess of thehours fixed in accordance with the pattern of hours applicable to the employee.Provided that a part-time employee is not entitled to be paid overtime penalties on aday until they have worked at least an equivalent number of hours that day to anequivalent full-time employee in the relevant section of the enterprise. Providedfurther that a part-time employee must not work more than 38 hours in any week atordinary rates.12.6 Public holidaysWhere the part-time employee’s normal paid hours fall on a public holidayprescribed in the NES and work is not performed by the employee, such employeewill not lose pay for the day. Where the employee works on the holiday, suchemployee must be paid in accordance with clause 30.4.12.7 A full-time employee may convert to part-time if agreed by the employer and theemployee.13. Casual employment13.1 A casual employee is an employee who is engaged on a casual basis. A casualemployee for working ordinary time will be paid per hour 1/38th of the weekly wageprescribed by clause 18—Classifications and minimum wage rates for the workperformed, plus 25%.13.2 Employment of a casual employee may be terminated by an hour’s notice giveneither by the employer or the employee, or by the payment or forfeiture of an hour’swage as the case may be.13.3 On each occasion a casual employee is required to attend work the employee isentitled to payment for a minimum of three hours’ work.13.4 An employer must not fail to re-engage a casual employee because the employeeaccessed the entitlements under Subdivision B and C of Division 6 of the NESconcerning carer’s leave and compassionate leave for a casual employee. The rightsof an employer to engage or not engage a casual employee are otherwise notaffected.14. Termination of employment14.1 Notice of termination is provided for in the NES.14.2 Notice of termination by an employeeThe notice of termination required to be given by an employee is the same as thatrequired of an employer except that there is no requirement on the employee to giveadditional notice based on the age of the employee concerned. If an employee fails togive the required notice the employer may withhold from any monies due to theemployee on termination under this award or the NES, an amount not exceeding theamount the employee would have been paid under this award in respect of the periodof notice required by this clause less any period of notice actually given by theemployee.10 MA000023 This award does not come into force until 1 January 2010

14.3 Job search entitlementContract Call Centres Award 2010 (MA000023)Where an employer has given notice of termination to an employee, an employeemust be allowed up to one day’s time off without loss of pay for the purpose ofseeking other employment. The time off is to be taken at times that are convenient tothe employee after consultation with the employer.15. Absence from dutyUnless a provision of this award or the Act states otherwise (e.g. personal/carer’s leave), anemployee not attending for duty will lose pay for the actual time of such non-attendance.16. Abandonment of employment16.1 The absence of an employee from work for a continuous period exceeding threeworking days without the consent of the employer and without notification to theemployer will be prima facie evidence that the employee has abandoned theemployment.16.2 Provided that if within a period of 14 days from the employee’s last attendance atwork or the date of the employee’s last absence in respect of which notification hasbeen given, or consent has been granted, an employee has not established to thesatisfaction of the employer that the employee is absent for reasonable cause, theemployee will be deemed to have abandoned the employment.16.3 Termination of employment by abandonment in accordance with this clause willoperate as from the date of the last attendance at work or the last day’s absence inrespect of which consent was granted, or the date of the last absence in respect ofwhich notification was given to the employer, whichever is the later.17. Redundancy17.1 Redundancy pay is provided for in the NES.17.2 Transfer to lower paid dutiesWhere an employee is transferred to lower paid duties by reason of redundancy, thesame period of notice must be given as the employee would have been entitled to ifthe employment had been terminated and the employer may, at the employer’soption, make payment instead of an amount equal to the difference between theformer ordinary time rate of pay and the ordinary time rate of pay for the number ofweeks of notice still owing.17.3 Employee leaving during notice periodAn employee given notice of termination in circumstances of redundancy mayterminate their employment during the period of notice. The employee is entitled toreceive the benefits and payments they would have received under this clause hadthey remained in employment until the expiry of the notice, but is not entitled topayment instead of notice.MA000023 This award does not come into force until 1 January 2010 11

17.4 Job search entitlementContract Call Centres Award 2010(a)(b)An employee given notice of termination in circumstances of redundancy mustbe allowed up to one day’s time off without loss of pay during each week ofnotice for the purpose of seeking other employment.If the employee has been allowed paid leave for more than one day during thenotice period for the purpose of seeking other employment, the employee must,at the request of the employer, produce proof of attendance at an interview orthey will not be entitled to payment for the time absent. For this purpose astatutory declaration is sufficient.(c) This entitlement applies instead of clause 14.3.17.5 Transitional provisions(a)Subject to clause 17.5(b), an employee whose employment is terminated by anemployer is entitled to redundancy pay in accordance with the terms of aNAPSA:(i)(ii)that would have applied to the employee immediately prior to 1 January2010, if the employee had at that time been in their current circumstancesof employment and no agreement made under the Act had applied to theemployee; andthat would have entitled the employee to redundancy pay in excess of theemployee’s entitlement to redundancy pay, if any, under the NES.(b)(c)The employee’s entitlement to redundancy pay under the NAPSA is limited tothe amount of redundancy pay which exceeds the employee’s entitlement toredundancy pay, if any, under the NES.This clause does not operate to diminish an employee’s entitlement toredundancy pay under any other instrument.(d) This clause ceases to operate on 31 December 2014.Part 4—Minimum Wages and Related Matters18. Classifications and minimum wage rates[Sched A renumbered as Sched B by PR988402]The definitions for the classifications below are contained in Schedule B of this award.All employees covered by this award must be classified according to the structure set out inSchedule B and paid the minimum wage in clause 18.1 Employers must advise theiremployees in writing of their classification and of any changes to their classification.18.1 Adult employeesThe classification by the employer must be according to the skill level or levelsrequired to be exercised by the employee in order to carry out the principal functionsof the employment as determined by the employer.12 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)Adult employees, except where otherwise provided in this award, will be entitled toreceive the salary for the relevant classification as set out in the table below:ClassificationRate per week$Customer Contact Trainee 583.00Clerical and Administration Officer Level 1 583.00Customer Contact Officer 1 603.90Clerical and Administration Officer Level 2 603.90Customer Contact Officer 2 637.60Clerical and Administration Officer Level 3 637.60Principal Customer Contact Specialist 680.00Customer Contact Team Leader 698.20Clerical and Administration Officer Level 4 698.20Principal Customer Contact Leader 750.40Clerical and Administration Officer Level 5 750.40Contract Call Centre Industry Technical Associate 813.0018.2 Junior ratesThe minimum wage rates for junior employees must be the undermentionedpercentages of the appropriate adult wage rates prescribed in clause 18.1:AgePercentage of adult salary15 years 5016 years 6017 years 7018 years and over 10018.3 National training wage[Sched B renumbered as Sched C by PR988402]See Schedule C18.4 Higher dutiesWhere an employee is required to perform the work at a classification higher thantheir appointed role for a continuous period of one ordinary rostered day or shift ormore, that employee will be paid the appropriate rate in the higher classificationrange for the period worked.%MA000023 This award does not come into force until 1 January 2010 13

Contract Call Centres Award 201018.5 Annual salary arrangements for higher classifications(a)The provisions of clause 18.5(b) will apply to the following classifications:• Customer contact stream—Principal Customer Contact Leader;• Clerical and administration stream—Clerical and Administration Employee-Level 5: and• Contract Call Centre Industry Technical Associate(b)Employees on annual salary arrangements will be compensated for anypayments arising from the following award provisions in accordance with theprovisions of clause 18.5(c):• Clause 18.4—Higher duties;• Clause 20—Allowances;• Clause 22—Payment of wages;• Clause 24—Hours of work, rostering and penalty rates;• Clause 25—Breaks;• Clause 26—Overtime;• Clause 27.4—Annual leave loading;• Clause 30.4—Payment for time worked on a public holiday.(c)The following obligations apply to employers in relation to the higherclassifications set out in clause 18.5(a):(i)The ordinary hours of work of employees in those classifications set outin clause 18.5(a) should not exceed the ordinary hours of duty in theparticular industry or sector of industry in which the employee isemployed. Employers will compensate for:• time worked regularly in excess of ordinary hours of duty;• time worked on public holidays;• time spent standing by in readiness for a call back;• time spent carrying out duties outside of the ordinary hours of dutyover the telephone or via remote access arrangements; or• time worked on afternoon, night or weekend shifts;(ii)either by:• taking this factor into account in the fixation of annual remuneration;• granting special additional remuneration;• granting a special allowance or loading; or• granting other compensation such as special additional leave.14 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)(d)(e)An employee must be advised in writing upon engagement, or in any other caseupon a request being made in writing to the employer, of the method ofcompensation being used and the normal starting and finishing times in therelevant establishment. The methods of compensation are set out in clause18.5(c)(ii). The provisions of clauses 18.5(c)(i) and (ii) are to be used as thebasis for the calculation of the annual salary. If the employer is compensatingthe employee by a method identified in clause 18.5(c)(ii), the employer mustidentify the special additional remuneration, allowance or loading which isbeing paid.Salary reviewAn employee’s salary will be reviewed by the employer at least annually toensure that the compensation is appropriate having regard to the factors inclause 18.5(c)(i).(f)TransfersWhere an employee is transferred permanently from day work to shiftwork orfrom shiftwork to day work, such employee should receive at least one month’snotice. However, the employer and the employee may agree on a lesser periodof notice.(g)Reasonable time in excess of ordinary hours(i)(ii)Subject to clause 18.5(g)(ii) an employer may require an employee towork a reasonable amount of time in excess of ordinary hours of duty.The method of compensation must be in accordance with clause18.5(c)(ii).An employee may refuse to work time in excess of ordinary hours ofduty in circumstances where the working of such additional time wouldresult in the employee working hours which are unreasonable havingregard to:• any risk to the employee’s health and safety;• the employee’s personal circumstances including familyresponsibilities;• the needs of the workplace or enterprise;• the notice (if any) given by the employer of the additional time which isrequired to be worked and by the employee of their intention to refuseit;• the employee’s compensation; and• any other relevant matter.(h)Payment of wages(i)At the election of the employer, wages may be paid weekly or fortnightlyor in accordance with existing practices.MA000023 This award does not come into force until 1 January 2010 15

Contract Call Centres Award 2010(ii)Where agreement is reached with an individual employee, wages may bepaid four-weekly or monthly. This agreement may be reached at the timewhen the employee commences employment, but is not limited to suchtime.(i)Annual leave loadingIn addition to the annual leave payments specified in the NES, employees mustbe paid an annual leave loading of 17.5%. However, where an employer, indetermining the total remuneration of an employee can demonstrate that it hastaken into account that an annual leave loading will not be paid to theemployee because the total remuneration has been fixed having regard to thisfact or because other benefits related to annual leave of equal value have beengranted by the employer, an entitlement to the annual leave loading will notaccrue.19. Supported wage system[Sched C renumbered as Sched D by PR988402]See Schedule D20. AllowancesThe allowances in this clause do not apply for all purposes of the award unless specificallystated.20.1 Motor vehicle allowanceAn employee who is required on a casual basis to use their own motor vehicle tocarry out the employer’s business must be paid a motor vehicle allowance of $0.74per kilometre.20.2 First aid allowanceAn employee who has been trained to render first aid and who is the current holderof appropriate first aid qualifications such as a certificate from St John Ambulance orsimilar body must be paid a weekly allowance of 1.94% of the standard rate ifappointed by their employer to perform first aid duties.20.3 Telephone allowance(a)(b)Where an employee does not have a telephone, modem or broadbandconnection and, at the written request of the employer, the employee isrequired to have such equipment, the employer must reimburse the cost ofpurchase, installation and rental.Where an employee makes telephone calls in connection with the business ontheir private telephone at the direction of the employer, the employer mustreimburse the cost of such calls. Provided that the employer may requestdetails of all such calls claimed by the employee.16 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)20.4 Meal allowance(a)An employee is entitled to a meal allowance of $10.80 on each occasion thatthe employee is entitled to a rest break in accordance with this award except inthe following circumstances:(i)(ii)if the employee was notified no later than the previous day or previousrostered shift that they would be required to work such overtime; orif the employee lives in the same locality as the enterprise and couldreasonably return home for meals.(b)If an employee has provided a meal or meals on the basis that they have beengiven notice to work overtime and the employee is not required to workovertime or is required to do less than the amount advised, they must be paidthe prescribed meal allowance for the meal or meals which they have providedbut which are surplus.20.5 Transfers, travelling and working away from usual place of work(a)Distant work/travelling time payment(i)(ii)All reasonable out of pocket expenses incurred in connection with theemployer’s business authorised by the employer and properly paid by theemployee must be reimbursed by the employer.Except as elsewhere provided in this award, an employee directed by theemployer to travel in the employee’s own time to transact companybusiness must be paid travelling time and all expenses incurred while sotravelling in accordance with clause 20.5(b). Further, an employee sentby their employer from their usual locality to another and required toremain away from their usual residence will be paid expenses while soabsent from their usual locality.(iii) An employee is not entitled to be paid for travelling in the employee’saccustomed workplace or territory. In circumstances where an employeeis required to work away from the accustomed workplace or territory andtravels in the employee’s own time to reach such place, the employeewill be entitled to be paid for the time reasonably spent in travelling tosuch place in excess of that which would be spent travelling from hometo the accustomed workplace or boundary of the accustomed territory.(b)Payment for travelling(i)The amount of pay for an employee travelling outside of ordinary hourswill be their ordinary rate of pay. Agreement may be reached between anemployer and an individual employee on time off being taken instead ofpayment for travelling at a time or times agreed with the employer.Travelling time taken as time off will be on the basis of one hour off foreach hour travelled outside of ordinary hours.(ii) The maximum travelling time to be paid will be 12 hours out of every 24hours, or where a sleeping berth is provided by the employer for all-nighttravel, eight hours out of every 24.MA000023 This award does not come into force until 1 January 2010 17

Contract Call Centres Award 2010(c)ExpensesExpenses for the purposes of clause 20.5(a)(ii) means:(i)all fares reasonably incurred at the following standard;rail: first class (including the provision of a sleeping berth whereavailable for all night travel);air: economy class for all journeys.(ii)reasonable expenses incurred while travelling including $10.80 for eachmeal taken (except where the cost of the meal is included in the fare);and(iii) reimbursement of the cost incurred for lodging of at least reasonablehotel/motel standard.(d)Relocation expenses(i)(ii)Where an employee is transferred to another location or another State,the cost of removal expenses reasonably incurred will be borne and paidfor by the employer, provided that an employee who is transferred at theemployee’s own request may be required to pay their own expenses.Where such employee is directed by the employer to another locality foremployment which can be reasonably regarded as permanent andinvolving a change in residence and where the employee is in the processof buying a place of residence in that new location the employee must beprovided with suitable accommodation for a period not exceeding sixweeks. Provided that in cases where such employees can show to thesatisfaction of the employer that the employee has taken all reasonablesteps to obtain a place of residence of a similar nature and standard tothat which the employee previously enjoyed and without success, thenthe abovementioned period may be extended to a period not exceedingthree months.(iii) Where an employee is not in the process of buying a place of residence,the employer must provide suitable accommodation for a period notexceeding four weeks.(iv) The provisions of clauses 20.5(d)(i) and (ii) will cease to applyimmediately the employee assumes a new place of residence or when thepurchase has been completed, whichever is sooner.(v)For the purposes of this clause, accommodation will be limited to theprovision of suitable housing.(e)Safe travel allowance(i)When an employee, after having worked overtime or a shift for whichthey have not been regularly rostered, finishes work at a time whenreasonable means of transport are not available, the employer mustprovide the employee with transport home, or pay them their currentwage for the time reasonably spent in reaching home.18 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)(ii)The provisions of clause 20.5(e)(i) do not apply if:• reasonable means of transport are available to the employee; or• where the employee was notified no later than the previous day orprevious rostered shift that they would be required to work overtime ora shift for which he or she has not been regularly rostered and theemployee has made or could have made reasonable transportarrangements.20.6 Adjustment of expense related allowances(a)(b)At the time of any adjustment to the standard rate, each expense relatedallowance will be increased by the relevant adjustment factor. The relevantadjustment factor for this purpose is the percentage movement in the applicableindex figure most recently published by the Australian Bureau of Statisticssince the allowance was last adjusted.The applicable index figure is the index figure published by the AustralianBureau of Statistics for the Eight Capitals Consumer Price Index (Cat No.6401.0), as follows:AllowanceApplicable Consumer Price Index figureMeal allowanceTake away and fast foods sub-groupVehicle/travel allowance Private motoring sub-group20.7 District allowances(a)Northern TerritoryAn employee in the Northern Territory is entitled to payment of a districtallowance in accordance with the terms of an award made under the WorkplaceRelations Act 1996 (Cth):(i)(ii)that would have applied to the employee immediately prior to 1 January2010, if the employee had at that time been in their current circumstancesof employment and no agreement made under that Act had applied to theemployee; andthat would have entitled the employee to payment of a district allowance.(b)Western AustraliaAn employee in Western Australia is entitled to payment of a district allowancein accordance with the terms of a NAPSA or an award made under theWorkplace Relations Act 1996 (Cth):(i)(ii)that would have applied to the employee immediately prior to 1 January2010, if the employee had at that time been in their current circumstancesof employment and no agreement made under that Act had applied to theemployee; andthat would have entitled the employee to payment of a district allowance.(c) This clause ceases to operate on 31 December 2014.MA000023 This award does not come into force until 1 January 2010 19

Contract Call Centres Award 201021. Accident pay21.1 Subject to clause 21.2, an employee is entitled to accident pay in accordance with theterms of:(a)(b)a NAPSA that would have applied to the employee immediately prior to1 January 2010 or an award made under the Workplace Relations Act 1996(Cth) that would have applied to the employee immediately prior to 27 March2006, if the employee had at that time been in their current circumstances ofemployment and no agreement made under the Workplace Relations Act 1996(Cth) had applied to the employee; andthat would have entitled the employee to accident pay in excess of theemployee’s entitlement to accident pay, if any, under any other instrument.21.2 The employee’s entitlement to accident pay under the NAPSA or award is limited tothe amount of accident pay which exceeds the employee’s entitlement to accidentpay, if any, under any other instrument.21.3 This clause does not operate to diminish an employee’s entitlement to accident payunder any other instrument.21.4 This clause ceases to operate on 31 December 2014.22. Payment of wages22.1 Period and method of payment(a)(b)(c)(d)(e)At the election of the employer, wages may be paid weekly or fortnightly.Notwithstanding anything in this clause, if there is an existing practice in placeas at 31 December 2009 then an employer is permitted to continue with thispractice.Wages must be paid either according to the average number of ordinary hoursworked per pay period or according to the actual ordinary hours worked eachpay period.Wages must be paid by cash, cheque or to the credit of the employee’s accountin a bank or other recognised financial institution.Where the pay day falls on a public holiday, employees must be paid on theworking day prior to the normal pay day.22.2 Flexibility in relation to pay periods(a)(b)An employer may pay wages four weekly or monthly subject to agreementbetween the employer and the majority of the employees concerned in theworkplace or relevant section/s. Agreement in this respect may also be reachedbetween an employer and an individual employee.Where an agreement is reached by the majority of employees it will apply to allthe employees in the workplace or section/s to which the agreement applies.This does not in any way restrict the application of individual agreement.20 MA000023 This award does not come into force until 1 January 2010

23. Superannuation23.1 Superannuation legislationContract Call Centres Award 2010 (MA000023)(a) Superannuation legislation, including the Superannuation Guarantee(Administration) Act 1992 (Cth), the Superannuation Guarantee Charge Act1992 (Cth), the Superannuation Industry (Supervision) Act 1993 (Cth) and theSuperannuation (Resolution of Complaints) Act 1993 (Cth), deals with thesuperannuation rights and obligations of employers and employees. Undersuperannuation legislation individual employees generally have the opportunityto choose their own superannuation fund. If an employee does not choose asuperannuation fund, any superannuation fund nominated in the awardcovering the employee applies.(b)The rights and obligations in these clauses supplement those in superannuationlegislation.23.2 Employer contributionsAn employer must make such superannuation contributions to a superannuation fundfor the benefit of an employee as will avoid the employer being required to pay thesuperannuation guarantee charge under superannuation legislation with respect tothat employee.23.3 Voluntary employee contributions(a)(b)(c)Subject to the governing rules of the relevant superannuation fund, anemployee may, in writing, authorise their employer to pay on behalf of theemployee a specified amount from the post-taxation wages of the employeeinto the same superannuation fund as the employer makes the superannuationcontributions provided for in clause 23.2.An employee may adjust the amount the employee has authorised theiremployer to pay from the wages of the employee from the first of the monthfollowing the giving of three months’ written notice to their employer.The employer must pay the amount authorised under clauses 23.3(a) or (b) nolater than 28 days after the end of the month in which the deduction authorisedunder clauses 23.3(a) or (b) was made.23.4 Superannuation fundUnless, to comply with superannuation legislation, the employer is required to makethe superannuation contributions provided for in clause 23.2 to anothersuperannuation fund that is chosen by the employee, the employer must make thesuperannuation contributions provided for in clause 23.2 and pay the amountauthorised under clauses 23.3(a) or (b) to one of the following superannuation funds:(a)(b)(c)AustralianSuper;LUCRF;CareSuper;MA000023 This award does not come into force until 1 January 2010 21

Contract Call Centres Award 2010(d)(e)(f)any superannuation fund to which the employer was making superannuationcontributions for the benefit of its employees before 12 September 2008,provided the superannuation fund is an eligible choice fund;any superannuation fund which was specified in an award or NotionalAgreement Preserving State Awards (NAPSA) that applied to the employee asat 31 December 2009; orany complying fund, within the meaning of the Superannuation Industry(Supervision) Act 1993 (Cth), which the employer was using as a default fundas at 31 December 2009.23.5 Absence from workSubject to the governing rules of the relevant superannuation fund, the employermust also make the superannuation contributions provided for in clause 23.2 and paythe amount authorised under clauses 23.3(a) or (b):(a)(b)Paid leave—while the employee is on any paid leave;Work-related injury or illness—for the period of absence from work (subjectto a maximum of 52 weeks) of the employee due to work-related injury orwork-related illness provided that:(i)(ii)the employee is receiving workers compensation payments or isreceiving regular payments directly from the employer in accordancewith the statutory requirements; andthe employee remains employed by the employer.Part 5—Hours of Work and Related Matters24. Ordinary hours of work, rostering and penalty rates24.1 The ordinary hours of work are to be an average of 38 per week.24.2 Except as provided for in clause 24.8(a)(ii), an employee must not be required towork more than 10 ordinary hours per day.24.3 Except as provided for in clause 24.8(a)(iii) the ordinary hours of an employee mustnot exceed 152 hours in 28 consecutive days.24.4 Method of arranging ordinary hoursThe method of arranging ordinary hours may be:(a)(b)(c)by employees working a constant number of ordinary hours each day; orby fixing one day a week on which employees work a lesser number of hours;orby fixing one or more days on which all employees will be off during aparticular work cycle; or22 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)(d)by rostering employees off on various days of the week during a particularwork cycle so that each employee has one or more days off during that cycle.24.5 Alteration to hours of work(a)Subject to the employer’s right to fix the daily hours for day work within thespread of hours referred to in clause 24.6 and the right to require employees towork shifts on existing rosters, ordinary hours once determined may be altered:(i)(ii)by the employer giving one week’s notice of the requirement to changethe arrangement of hours or the shift roster;by the employer giving 48 hours’ notice to the employee in the case of anemergency;(iii) by mutual agreement between the employees concerned and theiremployer; or(iv) at the discretion of the employer, employees may be permitted toexchange shifts or days off to perform duty for another employee. In suchcircumstances the employer is not required to make any additionalpayment.(b)Provided where an employee receives notice under clause 24.5(a)(i) or (ii) andsignificant concerns are raised about the alteration of their hours of work due totheir personal or family circumstances, the employer will consult with theemployee about such concerns.24.6 Spread of ordinary hours of work(a)Subject to clause 24.6(b), except as provided for in clause 24.8(a)(i), theordinary hours of work for day work must be worked between the followingspread of hours:(i)(ii)Monday to Friday—7.00 am to 7.00 pm;Saturday—midnight on Friday and midnight on Saturday.(b)(c)Employees may be required to work ordinary hours outside the spread of hoursin clause 24.6(a)(i) or (ii) subject to payment of the penalty rates in clause24.7(a).Any work performed by an employee prior to the spread of hours which iscontinuous with ordinary hours is to be regarded as part of the 38 ordinaryhours of work.24.7 Penalty rates for time worked outside the spread of ordinary hours Monday toFriday and on weekends(a)Except as provided for in clauses 24.8(a)(i) and 24.10(a) employees are entitledto the following penalty rates for ordinary time worked:(i)Monday to Friday outside the spread of ordinary hourstime and one quarter for each ordinary hour worked outside of the spreadof hours in clause 24.6(a)(i);MA000023 This award does not come into force until 1 January 2010 23

Contract Call Centres Award 2010 (MA000023)(b)(c)Where an agreement is reached in accordance with clause 24.9(a), theagreement must be recorded in the time and wages records.The provisions of clause 24.9(a) and (b) are not applicable to employees whowork day work as part of a rotating roster which incorporates a cycle of daywork, afternoon shifts and/or night shifts. In such circumstances, the ordinaryhours of work will be worked at the discretion of the employer on any days ofthe week, Monday to Sunday, subject to clause 24.5 and the penalties inclause 24.7.24.10 Provisions applicable only to afternoon or night shifts(a)(b)(c)The shift loadings in this clause apply only to time worked on afternoon ornight shift by employees who are designated by the employer as shiftworkers,in respect of the relevant roster period or shift.The ordinary hours of work for afternoon and night shiftworkers will beworked at the discretion of the employer on any days of the week, Monday toSunday, subject to clause 24.5 and the applicable penalty in clauses 24.7(a),24.10(d) and (e).For the purposes of this award:(i)subject to clause 24.10(a), afternoon shift means any shift finishing after7.00 pm and at or before midnight; and(ii) night shift means any shift finishing after midnight and at or before 9.00am.(d)Subject to clause 24.10(a):(i)(ii)employees on an afternoon shift are entitled to a penalty of 15%; andexcept as provided for in clause 24.10(e), employees on a night shift areentitled to a penalty of 15%.(e)Subject to clause 24.10(a), an employee who:(i)(ii)during a period of engagement on shiftwork, works night shift only;remains on night shift for a longer period than four consecutive weeks; or24.11 Daylight saving(iii) works on a night shift which does not rotate or alternate with afternoonshift or with day work so as to give the employee at least one third of theworking time off night shift in each shift cycle;is entitled to a loading of 30% for time worked on such night shift. Thisloading is in substitution for and not cumulative upon the night shift loadingprescribed in clause 24.10(d)(ii).For work performed which spans the time of introduction or cessation of a system ofdaylight saving as prescribed by relevant State legislation, an employee will be paidaccording to adjusted time (i.e. the time on the clock at the beginning of work andthe time on the clock at the end of work).MA000023 This award does not come into force until 1 January 2010 25

Contract Call Centres Award 201024.12 Make-up time(a)(b)An employee may elect, with the consent of their employer, to work make-uptime under which the employee takes time off during ordinary hours and worksthose hours at a later time during the spread of ordinary hours provided in thisaward.An employee on shiftwork may elect, with the consent of their employer, towork make-up time under which the employee takes time off during ordinaryhours and works those hours at a later time at the shiftwork rate which wouldhave been applicable to the hours taken off.24.13 Twelve hour days or shiftsImplementation of twelve hour days or shifts is subject to the following:(a)(b)(c)(d)(e)Proper health monitoring procedures being introduced;Suitable roster arrangements being made;Proper supervision being provided;Adequate breaks being provided, including at least one paid meal break per dayor shift of at least 20 minutes duration; andAn adequate trial or review process being implemented.25. Breaks25.1 Except as provided for in clauses 24.12 and 25.2, where practicable, an employeemust not be required to work for more than five hours without a break for a mealwhich for day workers, afternoon shiftworkers and night shiftworkers will be unpaidand for a period of not less than 30 minutes and not more than 60 minutes.25.2 Flexibility in relation to meal breaks(a)The following forms of flexibility may be implemented in respect of allemployees in a workplace or section(s) thereof, subject to agreement betweenthe employer and the majority of the employees concerned in the workplace orrelevant section(s). Agreement in this respect may also be reached between theemployer and an individual employee:(i)Employees may work in excess of five hours but not more than six hourswithout a meal break.(b)Where an agreement is reached by the majority of employees it will apply to allthe employees in the workplace or section(s) to which the agreement applies.This does not in any way restrict the application of an individual agreement.25.3 An employee directed by the employer to work in excess of five hours without ameal (or such period as extended in accordance with clause 25.2(a)) must be paid atthe rate of time and one half for the meal period and the employee must be permittedto have the employee’s usual meal period without deduction from the employee’swage as soon as possible after the prescribed meal period.26 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)25.4 This clause will not operate outside an employee’s ordinary working hours. Restbreaks during overtime are prescribed in clause 26—Overtime.26. Overtime26.1 Payment for working overtime(a)Except as provided for in clause 12.5, for all work done in excess of the dailyor weekly permissible number of ordinary hours an employee must be paid atthe following rates:(i)(ii)overtime on Monday to Saturday—time and a half for the first threehours and double time thereafter; andovertime on Sunday—double time.Where hours are averaged over a four week period the maximum number ofordinary hours before overtime rates apply is to be calculated on a four weeklyrather than weekly basis.(b)Provided that employees who are late starting or are absent for part of theirordinary hours on unpaid leave must complete their ordinary hours for that dayprior to the entitlement to overtime.26.2 Minimum payment(a)(b)An employee required to work overtime on a Saturday or Sunday must be paidfor a minimum of three hours at the appropriate rate except where suchovertime is worked prior to or at the conclusion of ordinary hours of work.In such circumstances, the employee will receive payment at the rateprescribed in clause 26.1 for the actual time worked.26.3 Rest break during overtimeAn employee working overtime must be allowed a rest break of twenty minuteswithout deduction of pay after each four hours of overtime if the employee continuesto work after such rest break.26.4 Rest period after overtime(a)(b)(c)When overtime work is necessary it will, wherever reasonably practicable, beso arranged that employees have at least 10 consecutive hours off duty betweenthe work of successive days.An employee (other than a casual employee), who works so much overtimebetween the termination of the ordinary work on one day and thecommencement of the ordinary work on the next day that the employee has nothad at least 10 consecutive hours off duty between those times will, subject tothis clause, be released after completion of such overtime until the employeehas had 10 consecutive hours off duty without loss of pay for ordinary workingtime occurring during such absence.If on the instructions of the employer an employee resumes or continues workwithout having had such ten consecutive hours off duty, the employee must beMA000023 This award does not come into force until 1 January 2010 27

Contract Call Centres Award 2010paid at the rate of time and a half for the first three hours and double timethereafter until released from duty for such period and is then entitled to beabsent until the employee has had ten consecutive hours off duty without lossof pay.(d)The provisions of this clause will not apply to call-backs or in circumstanceswhere an employee provides service or support over the telephone or viaremote access arrangements where the time worked is less than three hoursduring the call-back or each call-back. Provided that where the total number ofhours worked on more than one call-back is four hours or more then theprovisions of clauses 26.4(b) and (c) will apply.26.5 Time off instead of payment for overtime(a)(b)(c)An employee may choose with the consent of the employer to take time offinstead of payment for overtime at a time or times agreed by the employer.This agreement must be in writing. The employee must take the time off withinfour weeks of working the overtime.If the employee takes time off instead of payment for overtime then the amountof time off during ordinary hours will be taken at the ordinary time rate, that isan hour for each hour worked.If requested by an employee, an employer must within one week of receiving arequest pay the employee for any overtime worked. The employee must bepaid at overtime rates.26.6 Call-back(a)(b)(c)(d)(e)An employee called back to work overtime after leaving work must be paid aminimum of three hours at the appropriate overtime rate for each time calledback, except where the overtime is continuous (subject to a meal break) withthe commencement or completion of ordinary hours.Provided that, the employee will not be required to work the full three hours ifthe job/s called back to perform is/are completed within a shorter period.Notwithstanding the above, where an employee has completed the call-backand left work and is recalled within the three hour minimum period for thatcall-back, the balance of the three hours minimum period for that call-back willbe cancelled and the employee will only be paid up to the commencement ofthe next call-back. The employee will then be entitled to be paid for aminimum of three hours for the next call-back.The provisions of this clause will not apply in circumstances where anemployee provides service or support over the telephone or via remote accessarrangements.Overtime worked in circumstances specified in this clause will not be regardedas overtime for the purposes of clause 26.4 where the time worked is less thanthree hours during the call-back or each call-back. Provided that where the totalnumber of hours worked on more than one call-back is four hours or more,then the provisions of clause 26.4(b) and (c) will apply.28 MA000023 This award does not come into force until 1 January 2010

26.7 Remote service/supportContract Call Centres Award 2010 (MA000023)(a)An employee required to work overtime providing service or support over thetelephone or via remote access arrangements must be paid for each occasionthat such work is carried out:(i)(ii)for a minimum of half an hour at the appropriate overtime rate wheresuch work commences between 5.00 am and up to 10.00 pm;for a minimum of one hour at the appropriate overtime rate where suchwork commences after 10.00 pm and up to midnight; or(iii) for a minimum of one and a half hours at the appropriate overtime ratewhere such work commences after midnight and before 5.00 am;except where the overtime is continuous (subject to a meal break) with thecommencement or completion of ordinary hours.(b)(c)(d)(e)Provided that, the employee will not be required to work the full half an houror one hour or one and a half hours if the work which the employer requires tobe performed is completed within a shorter period.Notwithstanding the above, where an employee has completed the job andfinished work and is required to perform further work within the half hour, onehour or one and a half hours, the balance of the minimum period for that jobwill be cancelled and the employee will only be paid up to the commencementof the next work period. The employee will then be entitled to be paid for aminimum of half hour, one hour or one and a half hours as the case may be forthe next work period.Overtime worked in circumstances specified in this clause will not be regardedas overtime for the purposes of clause 26.4 where the time worked is less thanthree hours during the work period or each work period. Provided that wherethe total number of hours worked on more than work period is four hours ormore then the provisions of clauses 26.4(b) and (c) will apply.Overtime worked in circumstances specified in this clause will not be regardedas overtime for the purposes of clause 26.6.26.8 Stand-by(a)(b)An employee who is required to remain in readiness for a return to workoutside their normal working hours must be paid an allowance of 20% of thehourly rate for their classification for each hour they are required to stand-by.While receiving the appropriate overtime rate, the stand-by allowance will notbe paid.26.9 Rates not cumulativeThe rates prescribed in this clause are in substitution for and not cumulative upon theloadings prescribed in clauses 24—Ordinary hours of work, rostering and penaltyrates and clause 30—Public holidays.MA000023 This award does not come into force until 1 January 2010 29

Contract Call Centres Award 2010Part 6—Leave and Public Holidays27. Annual leave27.1 Annual leave is provided for in the NES.27.2 Conversion to hourly entitlementAn employer may convert the entitlements in s.32 of the NES to an hourlyentitlement for administrative ease (e.g. 152 hours rather than four weeks for anemployee working a 38 hour week).27.3 Payment for period of annual leaveInstead of the base rate of pay as referred to in s.35(1) of the NES an employee underthis award, prior to commencing a period of annual leave or close-down, will be paida sum equal to the salary or wages the employee would have received in respect ofthe ordinary time the employee would have worked had the employee not been onleave.27.4 Annual leave loading(a)(b)(c)In addition to the payments specified in clause 27.3, employees must be paidan annual leave loading of 17.5%.Provided that where an employee would have received loadings, in accordancewith clause 24—Ordinary hours of work, rostering and penalty rates, had theemployee not been on leave during the relevant period and such loadingswould have entitled the employee to a greater amount than the loading of17.5%, then the employee will be paid such greater amount instead of the17.5% loading.The annual leave loading is only payable on annual leave due. It is not payableon pro rata annual leave on termination.27.5 Excessive leaveNotwithstanding s.33 of the NES, if an employer has genuinely tried to reachagreement with an employee as to the timing of taking annual leave, the employercan require the employee to take annual leave by giving not less than four weeks’notice of the time when such leave is to be taken if:(a)(b)at the time the direction is given, the employee has eight weeks or more ofannual leave accrued; andthe amount of annual leave the employee is directed to take is less than orequal to a quarter of the amount of leave accrued.27.6 Paid leave in advance of accrued entitlement(a)(b)By agreement between the employer and the employee, annual leave may betaken in advance of the due date.Where an employee granted annual leave in advance leaves or is discharged bythe employer, the employer will have the right to recover from any monies due30 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)to the employee, a sum equal to the annual leave granted in advance less anyamounts subsequently accrued.27.7 Annual close-downNotwithstanding s.33 of the NES, an employer may close down an establishment orsection or sections, for the purpose of allowing annual leave to all or the majority ofthe employees concerned, provided that:(a)(b)(c)(d)(e)the employer gives at least one month’s notice to the affected employees. Thenotice must advise employees of the commencement date and duration of theclose-down;an employer may close down for one or two periods;an employer and the majority of employees concerned may agree to closedown for more than two periods;an employee who has accrued sufficient leave to cover the period of the closedown,is allowed leave and also paid for that leave at the appropriate wage inaccordance with clauses 27.3 and 27.4; andan employee who has not accrued sufficient leave to cover part or all of theclose-down, is allowed paid leave for the period for which they have accruedsufficient leave and given unpaid leave for the remainder of the close-down.28. Personal/carer’s leave and compassionate leavePersonal/carer’s leave and compassionate leave are provided for in the NES.29. Community service leaveCommunity service leave is provided for in the NES.30. Public holidays30.1 Public holidays are provided for in the NES.30.2 Public holidays which fall on a weekend(a)(b)(c)Where Christmas Day falls on a Saturday or a Sunday, 27 December will beobserved as the public holiday instead of the prescribed day.Where Boxing Day falls on a Saturday or a Sunday, 28 December will beobserved as the public holiday instead of the prescribed day.Where New Year’s Day or Australia Day falls on a Saturday or a Sunday, thefollowing Monday will be observed as the public holiday instead of theprescribed day.MA000023 This award does not come into force until 1 January 2010 31

Contract Call Centres Award 201030.3 Substitution of certain public holidays by agreement at the enterprise(a)(b)By agreement between the employer and the majority of employees in therelevant enterprise or section of the enterprise, an alternative day may be takenas the public holiday instead of any of the prescribed days.An employer and an individual employee may agree to the employee takinganother day as the public holiday instead of the day which is being observed asthe public holiday in the enterprise or relevant section of the enterprise. Suchagreement must be recorded in the time and wages records.30.4 Payment for time worked on a public holiday(a)Except as provided for in clause 30.4(b), an employee who is required to workon a public holiday must be paid at the following rates for a minimum of threehours:• day work—double time and a half:• afternoon and night shifts—double time.This rate is in substitution for and not cumulative upon the allowances set outin clause 24—Ordinary hours of work, rostering and penalty rates or theovertime rates in clause 26—Overtime.(b)The payment required under clause 30.4(a) will only apply to time which isworked on the actual public holiday day; i.e. midnight to midnight.30.5 Absence on working day before or after a public holidayAn employee absent on the working day before or the working day after a publicholiday without reasonable excuse (proof of which will be on the employee), orwithout the consent of the employer, will not be entitled to payment for such holiday.30.6 Leave of absenceThe entitlement to a public holiday will not apply to an employee during any periodof unpaid leave exceeding two weeks, except where such unpaid leave is in respectof personal injury or illness.32 MA000023 This award does not come into force until 1 January 2010

Schedule A—Transitional Provisions[Sched A inserted by PR988402]A.1 GeneralContract Call Centres Award 2010 (MA000023)A.1.1A.1.2The provisions of this schedule deal with minimum obligations only.The provisions of this schedule are to be applied when there is a difference, in moneyor percentage terms, between a provision in a transitional minimum wage instrument(including the transitional default casual loading) or an award-based transitionalinstrument on the one hand and an equivalent provision in a modern award on theother.A.2 Minimum wages – existing minimum wage lowerA.2.1The following transitional arrangements apply to an employer which, immediatelyprior to 1 January 2010:(a)(b)(c)was obliged,but for the operation of an agreement-based transitional instrument would havebeen obliged, orif it had been an employer in the industry or of the occupations covered by thisaward would have been obligedby a transitional minimum wage instrument and/or an award-based transitionalinstrument to pay a minimum wage lower than that in this award for anyclassification of employee.A.2.2In this clause minimum wage includes:(a)(b)(c)a minimum wage for a junior employee, an employee to whom trainingarrangements apply and an employee with a disability;a piecework rate; andany applicable industry allowance.A.2.3A.2.4A.2.5Prior to the first full pay period on or after 1 July 2010 the employer must pay no lessthan the minimum wage in the relevant transitional minimum wage instrument and/oraward-based transitional instrument for the classification concerned.The difference between the minimum wage for the classification in this award andthe minimum wage in clause A.2.3 is referred to as the transitional amount.From the following dates the employer must pay no less than the minimum wage forthe classification in this award minus the specified proportion of the transitionalamount:First full pay period on or after1 July 2010 80%1 July 2011 60%MA000023 This award does not come into force until 1 January 2010 33

Contract Call Centres Award 2010First full pay period on or after1 July 2012 40%1 July 2013 20%A.2.6A.2.7The employer must apply any increase in minimum wages in this award resultingfrom an annual wage review.These provisions cease to operate from the beginning of the first full pay period on orafter 1 July 2014.A.3 Minimum wages – existing minimum wage higherA.3.1The following transitional arrangements apply to an employer which, immediatelyprior to 1 January 2010:(a)(b)(c)was obliged,but for the operation of an agreement-based transitional instrument would havebeen obliged, orif it had been an employer in the industry or of the occupations covered by thisaward would have been obligedby a transitional minimum wage instrument and/or an award-based transitionalinstrument to pay a minimum wage higher than that in this award for anyclassification of employee.A.3.2In this clause minimum wage includes:(a)(b)(c)a minimum wage for a junior employee, an employee to whom trainingarrangements apply and an employee with a disability;a piecework rate; andany applicable industry allowance.A.3.3A.3.4A.3.5Prior to the first full pay period on or after 1 July 2010 the employer must pay no lessthan the minimum wage in the relevant transitional minimum wage instrument and/oraward-based transitional instrument for the classification concerned.The difference between the minimum wage for the classification in this award andthe minimum wage in clause A.3.3 is referred to as the transitional amount.From the following dates the employer must pay no less than the minimum wage forthe classification in this award plus the specified proportion of the transitionalamount:First full pay period on or after1 July 2010 80%1 July 2011 60%1 July 2012 40%1 July 2013 20%34 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)A.3.6A.3.7The employer must apply any increase in minimum wages in this award resultingfrom an annual wage review. If the transitional amount is equal to or less than anyincrease in minimum wages resulting from the 2010 annual wage review thetransitional amount is to be set off against the increase and the other provisions ofthis clause will not apply.These provisions cease to operate from the beginning of the first full pay period on orafter 1 July 2014.A.4 Loadings and penalty ratesFor the purposes of this schedule loading or penalty means a:• casual or part-time loading;• Saturday, Sunday, public holiday, evening or other penalty;• shift allowance/penalty.A.5 Loadings and penalty rates – existing loading or penalty rate lowerA.5.1The following transitional arrangements apply to an employer which, immediatelyprior to 1 January 2010:(a)(b)(c)was obliged,but for the operation of an agreement-based transitional instrument would havebeen obliged, orif it had been an employer in the industry or of the occupations covered by thisaward would have been obligedby the terms of the transitional default casual loading or an award-based transitionalinstrument to pay a particular loading or penalty lower than that in this award for anyclassification of employee.A.5.2A.5.3A.5.4A.5.5Prior to the first full pay period on or after 1 July 2010 the employer must pay no lessthan the transitional default casual loading or the loading or penalty in the relevantaward-based transitional instrument for the classification concerned.The difference between the loading or penalty in this award and the rate in clauseA.5.2 is referred to as the transitional percentage.From the following dates the employer must pay no less than the loading or penaltyin this award minus the specified proportion of the transitional percentage:First full pay period on or after1 July 2010 80%1 July 2011 60%1 July 2012 40%1 July 2013 20%These provisions cease to operate from the beginning of the first full pay period on orafter 1 July 2014.MA000023 This award does not come into force until 1 January 2010 35

Contract Call Centres Award 2010A.6 Loadings and penalty rates – existing loading or penalty rate higherA.6.1The following transitional arrangements apply to an employer which, immediatelyprior to 1 January 2010:(a)(b)(c)was obliged,but for the operation of an agreement-based transitional instrument would havebeen obliged, orif it had been an employer in the industry or of the occupations covered by thisaward would have been obligedby the terms of an award-based transitional instrument to pay a particular loading orpenalty higher than that in this award for any classification of employee.A.6.2A.6.3A.6.4A.6.5Prior to the first full pay period on or after 1 July 2010 the employer must pay no lessthan the loading or penalty in the relevant award-based transitional instrument.The difference between the loading or penalty in this award and the rate in clauseA.6.2 is referred to as the transitional percentage.From the following dates the employer must pay no less than the loading or penaltyin this award plus the specified proportion of the transitional percentage:First full pay period on or after1 July 2010 80%1 July 2011 60%1 July 2012 40%1 July 2013 20%These provisions cease to operate from the beginning of the first full pay period on orafter 1 July 2014.A.7 Loadings and penalty rates – no existing loading or penalty rateA.7.1A.7.2A.7.3A.7.4The following transitional arrangements apply to an employer not covered by clauseA.5 or A.6 in relation to a particular loading or penalty.Prior to the first full pay period on or after 1 July 2010 the employer need not pay theloading or penalty in this award.From the following dates the employer must pay no less than the followingpercentage of the loading or penalty:First full pay period on or after1 July 2010 20%1 July 2011 40%1 July 2012 60%1 July 2013 80%These provisions cease to operate from the beginning of the first full pay period on orafter 1 July 2014.36 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)Schedule B—Classification Structure and Definitions[Sched A renumbered as Sched B by PR988402]B.1 Classification tableClassificationQualificationsCustomer Contact TraineeClerical and Administration Officer Level 1Customer Contact Officer Level 1Clerical and Administration Officer Level 2Customer Contact Officer Level 2Clerical and Administration Officer Level 3Principal Customer Contact SpecialistCustomer Contact Team LeaderClerical and Administration Officer Level 4Principal Customer Contact LeaderClerical and Administration Officer Level 5Contract Call Centre Industry Technical AssociateN/ACertificate ICertificate IICertificate IICertificate IIICertificate IIIN/ACertificate IVCertificate IVDiplomaDiplomaAdvanced DiplomaB.2 Classification definitionsB.2.1Customer contact stream—classifications(a)Customer Contact Trainee(i)(ii)A Customer Contact Trainee is engaged in a course of training anddevelopment (other than through a new apprenticeship/traineeship) toenable them to perform customer contact functions in thetelecommunications industry.An employee at this level would not normally perform customer contactfunctions without direct/immediate supervision.(iii) An employee would normally graduate from the course of training as aCustomer Contact Officer Level 1.MA000023 This award does not come into force until 1 January 2010 37

Contract Call Centres Award 2010(b) Customer Contact Officer Level 1(i)Role definitionA Customer Contact Officer Level 1 is employed to perform a prescribedrange of functions involving known routines and procedures and someaccountability for the quality of outcomes. Such an employee will:• receive calls;• use common call centre telephone and computer technology;• enter and retrieve data;• work in a team; and• manage their own work under guidance.Such an employee provides at least one specialised service to customerssuch as sales and advice for products or services, complaints or faultenquiries or data collection for surveys.(ii)Indicative tasksAn employee at this level would normally perform the followingindicative tasks:• follow occupational health and safety policy and procedures;• communicate in a customer contact centre;• work in a customer contact centre environment;• respond to inbound customer contact;• conduct outbound customer contact;• use basic computer technology;• use an enterprise information system; and• provide quality customer service.(iii) An employee at this level would also normally perform some of thefollowing indicative tasks:• fulfil customer needs;• process sales;• action customers’ fault reports;• resolve customers’ complaints;• process low risk credit applications;• process basic customer account enquiries; and• conduct data collection.38 MA000023 This award does not come into force until 1 January 2010

(iv) QualificationsContract Call Centres Award 2010 (MA000023)An employee who holds a Certificate II in Telecommunications(Customer Contact) or equivalent would be classified at this level whenemployed to perform the functions in the role definition and taking intoaccount the indicative tasks.(c) Customer Contact Officer Level 2(i)Role definitionA Customer Contact Officer Level 2 is employed to perform a definedrange of skilled operations, usually within a range of broader relatedactivities involving known routines, methods and procedures, wheresome discretion and judgment is required in the selection of equipment,services or contingency measures and within known time constraints.Such a person will:• receive calls;• use common call centre telephone and computer technology;• enter and retrieve data;• work in a team; and• manage their own work under guidance.(ii)An employee at this level performs a number of functions within acustomer contact operation requiring a diversity of competenciesincluding:• provide multiple specialised services to customers such as complexsales and service advice for a range of products or services, difficultcomplaint and fault inquiries, deployment of service staff;• use multiple technologies such as telephony, internet services and faceto-facecontact; and• provide a limited amount of leadership to less experienced employees.(iii) Indicative tasksAn employee at this level would normally perform the followingindicative tasks:• follow occupational health and safety policy and procedures;• communicate in a customer contact centre;• work in a customer contact centre environment;• respond to inbound customer contact;• conduct outbound customer contact;• use basic computer technology;MA000023 This award does not come into force until 1 January 2010 39

Contract Call Centres Award 2010• use an enterprise information system; and• provide quality customer service.(iv) An employee at this level would also normally perform some of thefollowing indicative tasks:• send and retrieve information over the internet using browsers andemail;• manage work priorities and professional development;• manage workplace relationships in a contact centre;• use multiple information systems;• manage customer relationships;• deploy customer service staff;• conduct a telemarketing campaign;• provide sales solutions to customers;• negotiate with customers on major faults;• resolve complex customer complaints;• process high risk credit applications; and• process complex accounts, service severance and defaults.(v)QualificationsAn employee who holds a Certificate III in Telecommunications(Customer Contact) or equivalent would be classified at this level whenemployed to perform the functions in the role definition and taking intoaccount the indicative tasks.(d)Principal Customer Contact Specialist(i)Role definitionA Principal Customer Contact Specialist is employed to perform a broadrange of skilled applications and provide leadership and guidance toothers in the application and planning of the skills. Such an employeewill:• receive calls;• use common call centre telephone and computer technology;• enter and retrieve data;• work in a team; and• manage their own work.40 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)(ii)The employee works with a high degree of autonomy with authority totake decisions in relation to specific customer contact matters andprovides leadership as a coach, mentor or senior staff member.(iii) An employee at this level performs a number of functions within acustomer contact operation requiring a diversity of competenciesincluding:• providing services to customers involving a high level of product orservice knowledge, often autonomously acquired;• using multiple technologies such as telephony, internet services andface-to-face contact; and• taking responsibility for the outcomes of customer contact andrectifying complex situations involving emergencies, substantialcomplaints and faults, disruptions or disconnection of service orcustomer dissatisfaction.(e)Customer Contact Team Leader(i)Role definitionA Customer Contact Team Leader is employed to perform a broad rangeof skilled applications including evaluating and analysing currentpractices, developing new criteria and procedures for performing currentpractices and providing leadership and guidance to others in theapplication and planning of the skills. Such an employee will:• receive calls;• use common call centre telephone and computer technology;• enter and retrieve data;• work in a team; and• manage their own work.(ii)The employee works with a high degree of autonomy with authority totake decisions in relation to specific customer contact matters andprovide leadership in a team leader role.(iii) This employee performs a number of functions within a customer contactoperation requiring a diversity of competencies including:• providing services to customers involving a high level of product orservice knowledge, often autonomously acquired;• using multiple technologies such as telephony, internet services andface-to-face contact; and• taking responsibility for the outcomes of customer contact andrectifying complex situations involving emergencies, substantialcomplaints and faults, disruptions or disconnection of service orcustomer dissatisfaction.MA000023 This award does not come into force until 1 January 2010 41

(iv) Indicative tasksContract Call Centres Award 2010An employee at this level would normally perform the followingindicative tasks:• follow occupational health and safety policy and procedures;• communicate in a customer contact centre;• work in a customer contact centre environment;• respond to inbound customer contact;• conduct outbound customer contact;• use basic computer technology;• use an enterprise information system;• provide quality customer service; and• provide leadership in a contact centre.(v)An employee at this level would also normally perform some of thefollowing indicative tasks:• lead operations in a contact centre;• monitor safety in a contact centre;• implement continuous improvement in a contact centre;• lead innovation and change in a contact centre;• administer customer contact telecommunications technology;• implement customer service strategies in a contact centre;• implement information systems in a contact centre;• acquire product or service knowledge;• gather, collate and record information;• analyse information;• lead teams in a contact centre; and• develop teams and individuals in a contact centre.(vi) QualificationsAn employee who holds a Certificate IV in Telecommunications(Customer Contact) or equivalent would be classified at this level whenemployed to perform the functions in the role definition and taking intoaccount the indicative tasks.42 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)(f)Principal Customer Contact Leader(i)Role definitionA Principal Customer Contact Leader is employed in the application of asignificant range of fundamental principles and complex techniquesacross a wide and often unpredictable variety of functions in either variedor highly specific functions. Contribution to the development of a broadplan, budget or strategy is involved and accountability and responsibilityfor self and others in achieving the outcomes is involved.A Telecommunications Customer Contact Leader would co-ordinate thework of a number of teams within a call centre environment, and wouldtypically have a number of specialists/supervisors reporting to them.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• manage personal work priorities and professional development;• provide leadership in the workplace;• establish effective workplace relationships;• facilitate work teams;• manage operational plan;• manage workplace information systems;• manage quality customer service;• ensure a safe workplace;• promote continuous improvement;• facilitate and capitalise on change and innovation; and• develop a workplace learning environment.(iii) QualificationsAn employee who holds a Diploma—Front Line Management orequivalent would be classified at this level when employed to performthe functions in the role definition and taking into account the indicativetasks.(g)Interpretation(i)The indicative tasks set out in A.2.1 are aligned to the units ofcompetency in the Information Technology and TelecommunicationsIndustry Training Advisory Board’s endorsed customer contactcompetency standards in the Telecommunications Training Package(ICT2002). The indicative tasks for Principal Customer Contact Leaderare aligned to the units of competency in Business Services TrainingMA000023 This award does not come into force until 1 January 2010 43

Contract Call Centres Award 2010Australia’s endorsed competency standards in the Business ServicesTraining Package (BSB2001).(ii)In the event of a dispute over the meaning of the indicative tasks therelevant standards will be used to assist interpretation.B.2.2Clerical and administration stream—classifications(a) Clerical and Administration Officer Level 1(i)Role definitionAn employee at this level will:• work under direct supervision with regular checking of progress;• apply knowledge and skills to a limited range of tasks; and• perform work within established routines, methods and procedures thatare predictable and which require the exercise of limited discretion.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• prepare for work;• complete daily work activities;• apply basic communication skills;• plan skills development;• use business equipment;• follow workplace safety procedures;• operate a personal computer;• develop keyboard skills; and• follow environmental work practices.(iii) QualificationsAn employee who holds a Certificate I in Business or equivalent wouldbe classified at this level when employed to perform the functions in therole definition and taking into account the indicative tasks.(b) Clerical and Administration Officer Level 2(i)Role definitionAn employee at this level will:• work under routine supervision with intermittent checking;• apply knowledge and skills to a range of tasks; and44 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)• usually perform work within established routines, methods andprocedures, which involve the exercise of some discretion and minordecision making.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• work effectively in a business environment;• organise and complete daily work activities;• communicate in the workplace;• work effectively with others;• use business technology;• process and maintain workplace information;• prepare and process financial/business documents;• deliver a service to customers;• provide information to clients;• implement improved work practices;• participate in workplace safety procedures;• handle mail;• produce simple word-processed documents;• create and use simple spreadsheets; and• participate in environmental work practices.(iii) QualificationsAn employee who holds a Certificate II in Business or equivalent wouldbe classified at this level when employed to perform the functions in therole definition and taking into account the indicative tasks.(c) Clerical and Administration Officer Level 3(i)Role definitionAn employee at this level:• works under limited supervision with checking related to overallprogress;• may be responsible for the work of others and may be required to coordinatesuch work;• applies knowledge with depth in some areas and a broad range of skills;andMA000023 This award does not come into force until 1 January 2010 45

Contract Call Centres Award 2010• performs work within routines, methods and procedures where somediscretion and judgment is required.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• exercise initiative in a business environment;• organise personal work priorities and development;• contribute to effective workplace relationships;• contribute to personal skill development and learning;• organise workplace information;• produce business documents;• maintain business resources;• maintain financial records;• recommend products and services;• deliver and monitor a service to customers;• maintain workplace safety;• support innovation and change;• maintain environmental procedures;• produce texts from shorthand notes;• produce texts from notes;• produce texts from audio transcription;• design and develop text documents;• create and use databases;• create electronic presentations;• organise schedules;• process payroll;• process accounts payable and receivable;• maintain a general ledger;• support leadership in the workplace;• participate in work teams;• support operational plans;46 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)• provide workplace information and resourcing plans;• support continuous improvement systems and processes;• deliver and monitor a service to customers; and• support a workplace learning environment.(iii) QualificationsAn employee who holds a Certificate III in Business or equivalent wouldbe classified at this level when employed to perform the functions in therole definition and taking into account the indicative tasks.(d) Clerical and Administration Officer Level 4(i)Role definitionAn employee at this level:• works without supervision, with general guidance on progress andoutcomes sought;• may be responsible for the organisation of the work of others;• applies knowledge with depth in some areas and a broad range of skills;• performs a wide range of tasks, and the range and choice of actionsrequired will usually be complex; and• performs work within routines, methods and procedures wherediscretion and judgment is required, for both self and others.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• develop work priorities;• establish business networks;• develop teams and individuals;• analyse and present research information;• maintain business technology;• co-ordinate business resources;• report on financial activity;• promote products and services;• co-ordinate implementation of customer service strategies;• monitor a safe workplace;• promote innovation and change;MA000023 This award does not come into force until 1 January 2010 47

Contract Call Centres Award 2010• implement and monitor environmental policies;• show leadership in the workplace;• manage effective workplace relationships;• lead work teams;• implement operational plan;• implement workplace information system;• implement continuous improvement;• produce complex texts from shorthand notes;• produce complex business documents;• develop and use complex databases;• develop and use complex spreadsheets;• organise meetings;• organise business travel;• administer projects; and• prepare financial reports.(iii) QualificationsAn employee who holds a Certificate IV in Business or equivalent wouldbe classified at this level when employed to perform the functions in therole definition and taking into account the indicative tasks.(e) Clerical and Administration Officer Level 5(i)Role definitionAn employee at this level:• may be responsible for the planning and management of the work ofothers;• applies knowledge with substantial depth in some areas, and a range ofskills which may be varied or highly specific;• applies knowledge and skills independently and non-routinely; and• exercises considerable judgment and initiative.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• manage personal work priorities and professional development;48 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)• provide leadership in the workplace;• establish effective workplace relationships;• facilitate work teams;• manage operational plan;• manage workplace information systems;• manage quality customer service;• ensure a safe workplace;• promote continuous improvement;• facilitate and capitalize on change and innovation;• develop a workplace learning environment;• manage the establishment and maintenance of a workgroup network;• manage meetings;• plan or review administration systems;• manage payroll; and• manage business document design and development.(iii) QualificationsAn employee who holds a Diploma which is recognized within theBusiness Services Training Package or equivalent would be classified atthis level when employed to perform the functions in the role definitionand taking into account the indicative tasks.(f)InterpretationThe indicative tasks set out in A.2.1 are aligned to the units of competency inBusiness Services Training Australia’s endorsed competency standards in theBusiness Services Training Package (BSB2001). In the event of a dispute overthe meaning of the indicative tasks the relevant standards will be used to assistinterpretation.(g)Contract Call Centre Industry Technical Associate(i)Role definitionA Contract Call Centre Industry Technical Associate performs workinvolving the application of a significant range of fundamental principlesand complex techniques across a wide and often unpredictable variety ofcontexts in relation to either varied or highly specific functions.Contribution to the development of a broad plan, budget or strategy isinvolved and accountability and responsibility for self and others inachieving the outcomes is involved.An employee in this role is involved in:MA000023 This award does not come into force until 1 January 2010 49

Contract Call Centres Award 2010• design, installation and management of telecommunications computerequipment and systems; and• design, installation and management of data communicationsequipment.This role includes assessing installation requirements, designing systems,planning and performing installations, testing installed equipment andfault finding. It involves a high degree of autonomy and may includesome supervision of others.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• undertake qualification testing of new or enhanced equipment andsystems;• undertake system administration;• undertake network traffic management;• undertake network performance analysis;• create code for applicants; and• prepare a detailed design for a communication network.(iii) QualificationsAn employee who holds an Advanced Diploma in TelecommunicationsComputer Systems or equivalent would be classified at this level whenemployed to perform the functions in the role definition and taking intoaccount the indicative tasks.(h)InterpretationThe indicative tasks set out in A.2.2 are aligned to the units of competency inthe Information Technology and Telecommunications Industry TrainingAdvisory Board’s endorsed competency standards in the TelecommunicationsTraining Package (ICT2002). In the event of a dispute over the meaning of theindicative tasks the relevant standards will be used to assist interpretation.50 MA000023 This award does not come into force until 1 January 2010

Contract Call Centres Award 2010 (MA000023)Schedule C—National Training Wage[Sched B renumbered as Sched C by PR988402]MA000023 This award does not come into force until 1 January 2010 51

Contract Call Centres Award 2010Schedule D—Supported Wage System[Sched C renumbered as Sched D by PR988402]D.1 This schedule defines the conditions which will apply to employees who because ofthe effects of a disability are eligible for a supported wage under the terms of thisaward.D.2 In this schedule:approved assessor means a person accredited by the management unit establishedby the Commonwealth under the supported wage system to perform assessments ofan individual’s productive capacity within the supported wage systemassessment instrument means the tool provided for under the supported wagesystem that records the assessment of the productive capacity of the person to beemployed under the supported wage systemdisability support pension means the Commonwealth pension scheme to provideincome security for persons with a disability as provided under the Social SecurityAct 1991, as amended from time to time, or any successor to that schemerelevant minimum wage means the minimum wage prescribed in this award for theclass of work for which an employee is engagedsupported wage system means the Commonwealth Government system to promoteemployment for people who cannot work at full award wages because of a disability,as documented in the Supported Wage System Handbook. The Handbook isavailable from the following website: www.jobaccess.gov.auSWS wage assessment agreement means the document in the form required by theDepartment of Education, Employment and Workplace Relations that records theemployee’s productive capacity and agreed wage rateD.3 Eligibility criteriaD.3.1D.3.2Employees covered by this schedule will be those who are unable to perform therange of duties to the competence level required within the class of work for whichthe employee is engaged under this award, because of the effects of a disability ontheir productive capacity and who meet the impairment criteria for receipt of adisability support pension.This schedule does not apply to any existing employee who has a claim against theemployer which is subject to the provisions of workers compensation legislation orany provision of this award relating to the rehabilitation of employees who areinjured in the course of their employment.52 MA000023 This award does not come into force until 1 January 2010

D.4 Supported wage ratesContract Call Centres Award 2010 (MA000023)D.4.1Employees to whom this schedule applies will be paid the applicable percentage ofthe relevant minimum wage according to the following schedule:Assessed capacity (clause D.5)%Relevant minimum wage%10 1020 2030 3040 4050 5060 6070 7080 8090 90D.4.2D.4.3Provided that the minimum amount payable must be not less than $69 per week.Where an employee’s assessed capacity is 10%, they must receive a high degree ofassistance and support.D.5 Assessment of capacityD.5.1D.5.2For the purpose of establishing the percentage of the relevant minimum wage, theproductive capacity of the employee will be assessed in accordance with theSupported Wage System by an approved assessor, having consulted the employerand employee and, if the employee so desires, a union which the employee is eligibleto join.All assessments made under this schedule must be documented in an SWS wageassessment agreement, and retained by the employer as a time and wages record inaccordance with the Act.D.6 Lodgement of SWS wage assessment agreementD.6.1D.6.2All SWS wage assessment agreements under the conditions of this schedule,including the appropriate percentage of the relevant minimum wage to be paid to theemployee, must be lodged by the employer with the Commission.All SWS wage assessment agreements must be agreed and signed by the employeeand employer parties to the assessment. Where a union which has an interest in theaward is not a party to the assessment, the assessment will be referred by theIndustrial Registrar to the union by certified mail and the agreement will take effectunless an objection is notified to the Commission within 10 working days.MA000023 This award does not come into force until 1 January 2010 53

D.7 Review of assessmentContract Call Centres Award 2010The assessment of the applicable percentage should be subject to annual or more frequentreview on the basis of a reasonable request for such a review. The process of review must bein accordance with the procedures for assessing capacity under the supported wage system.D.8 Other terms and conditions of employmentWhere an assessment has been made, the applicable percentage will apply to the relevantminimum wage only. Employees covered by the provisions of this schedule will be entitled tothe same terms and conditions of employment as other workers covered by this award on apro rata basis.D.9 Workplace adjustmentAn employer wishing to employ a person under the provisions of this schedule must takereasonable steps to make changes in the workplace to enhance the employee’s capacity to dothe job. Changes may involve re-design of job duties, working time arrangements and workorganisation in consultation with other workers in the area.D.10 Trial periodD.10.1 In order for an adequate assessment of the employee’s capacity to be made, anemployer may employ a person under the provisions of this schedule for a trialperiod not exceeding 12 weeks, except that in some cases additional work adjustmenttime (not exceeding four weeks) may be needed.D.10.2 During that trial period the assessment of capacity will be undertaken and thepercentage of the relevant minimum wage for a continuing employment relationshipwill be determined.D.10.3 The minimum amount payable to the employee during the trial period must be noless than $69 per week.D.10.4 Work trials should include induction or training as appropriate to the job beingtrialled.D.10.5 Where the employer and employee wish to establish a continuing employmentrelationship following the completion of the trial period, a further contract ofemployment will be entered into based on the outcome of assessment underclause D.5.54 MA000023 This award does not come into force until 1 January 2010