Source: http://awardviewer.fwo.gov.au/award/link/PR718564
Timestamp: 2020-07-07 15:47:22
Document Index: 640503663

Matched Legal Cases: ['art 1', 'art 2', 'art 3', 'art 4', 'art 5', 'art 6', 'art 7', 'art 8']

PR718564: PR718564 - Variation - 27 Apr 2020
MA000023 PR718564
(AM2019/17)
MELBOURNE,27 APRIL 2020
4 yearly review of modern awards – Contract Call Centres Award 2010 –modern award varied.
A. Further to the decisions [[2020] FWCFB 690],[2020 FWCFB 1541] and [[2020] FWCFB 1814] issued by the Full Bench of the Fair Work Commission on 14 February 2020,23 March 2020 and 27 April 2020,the Contract Call Centres Award 2010 is varied as follows:
1. By deleting all clauses,schedules and appendices.
2. By inserting the clauses and schedules attached.
B. This determination comes into operation from 29 May 2020. In accordance with s.165(3) of the Fair Work Act 2009,this determination does not take effect until the start of the first full pay period that starts on or after 29 May 2020.
Part 1—Application and Operation of this Award 3
1. Title and commencement 3
3. The National Employment Standards and this award 4
5. Individual flexibility arrangements 5
6. Requests for flexible working arrangements 7
7. Facilitative provisions 8
Part 2—Types of Employment and Classifications 9
8. Types of employment 9
9. Full-time employees 9
10. Part-time employees 9
11. Casual employees 10
12. Classifications 12
Part 3—Hours of Work 12
13. Ordinary hours of work and rostering 12
14. Breaks 15
Part 4—Wages and Allowances 16
15. Minimum rates 16
16. Payment of wages 17
17. Annualised wage arrangements 19
18. Allowances 20
19. Superannuation 23
Part 5—Overtime and Penalty Rates 25
20. Overtime 25
21. Penalty rates 30
Part 6—Leave and Public Holidays 31
22. Annual leave 31
23. Personal/carer’s leave and compassionate leave 36
24. Parental leave and related entitlements 36
25. Community service leave 36
26. Unpaid family and domestic violence leave 36
27. Public holidays 36
Part 7—Consultation and Dispute Resolution 37
28. Consultation about major workplace change 37
29. Consultation about changes to rosters or hours of work 38
30. Dispute resolution 39
31. Dispute resolution procedure training leave 40
Part 8—Termination of Employment and Redundancy 41
32. Termination of employment 41
33. Redundancy 42
Schedule A —Classification Structure and Definitions 44
Schedule B —Summary of Hourly Rates of Pay 59
Schedule C —Summary of Monetary Allowances 66
Schedule D —Supported Wage System 67
Schedule E —Agreement for Time Off Instead of Payment for Overtime 70
Schedule F —Agreement to Take Annual Leave in Advance 71
Schedule G —Agreement to Cash Out Annual Leave 72
Schedule H —Part-day Public Holidays 73
Schedule X —Additional Measures During the COVID-19 Pandemic 74
1.1 This award is the Contract Call Centres Award 2020.
afternoon shift means any shift finishing after 7.00 pm and at or before midnight.
contract call centre industry has the meaning given in clause 4.2.
minimum hourly rate means the minimum weekly rate in clause 15—Minimum rates divided by 38 and rounded to the nearest cent.
night shift means any shift finishing after midnight and at or before 9.00 am.
standard rate means the minimum weekly rate prescribed for the Clerical and Administration Officer Level 3/Customer Contact Officer 2 in clause 15.1.
4.1 This industry award applies throughout Australia to employers of employees in the contract call centre industry who are covered by the classifications in this award and to those employees.
4.4 This award covers employers which provide group training services for trainees engaged in the contract call centre industry and/or parts of that industry and those trainees engaged by a group training service hosted by a company to perform work at a location where the activities described herein are being performed. Clause 4.4 operates subject to the exclusions from coverage in this award.
4.5 This award does not apply to:
(c) any person who is a director or manager of an employer or a person to whom such person has delegated the right to engage and terminate the employment of employees.
Flexibility in relation to working hours
Flexibility in relation to Sunday work
Flexibility in relation to meal breaks
Flexibility in relation to pay periods
(a) 18.3(e)(i)
7.3 Time off instead of payment for overtime
(a) 22.9
7.4 Annual leave in advance
(a) 22.11
7.5 Cashing out of annual leave
7.6 Substitution of certain public holidays
9.1 A full-time employee is engaged to work an average of 38 ordinary hours per week.
(c) receives,on a pro rata basis,award pay and conditions equivalent to those of full-time employees on the basis that ordinary weekly hours for full-time employees are 38.
10.2 A part-time employee must be paid for ordinary hours worked at the minimum hourly rate prescribed by clause 15––Minimum rates for their classification.
10.3 An employer is required to roster a part-time employee for a minimum of 3 consecutive hours on any shift.
10.4 Overtime will be payable to part-time employees in accordance with clause 20—Overtime for time worked in excess of the hours fixed in accordance with the pattern of hours applicable to the employee,provided that:
(a) a part-time employee is not entitled to be paid overtime rates on a day until they have worked at least an equivalent number of hours that day to an equivalent full-time employee in the relevant section of the enterprise;and
(b) a part-time employee must not work more than 38 hours in any week at ordinary rates.
10.5 A full-time employee may convert to part-time if agreed by the employer and the employee.
11.1 A casual employee is engaged and paid as a casual employee.
11.2 Employment of a casual employee may be terminated by an hour’s notice given either by the employer or the employee,or by the payment or forfeiture of an hour’s wage as the case may be.
11.3 On each occasion a casual employee is required to attend work the employee is entitled to payment for a minimum of 3 hours’work.
11.4 An employer must not fail to re-engage a casual employee because the employee accessed the entitlements under Subdivision B and C of Division 7 of the NES concerning carer’s leave and compassionate leave for a casual employee. The rights of an employer to engage or not engage a casual employee are otherwise not affected.
11.5 Casual loading
For each ordinary hour worked,a casual employee must be paid:
(a) the minimum hourly rate;and
(b) a loading of 25% of the minimum hourly rate,
11.6 Right to request casual conversion
(e) Any request under clause 11.6 must be in writing and provided to the employer.
(i) it would require a significant adjustment to the casual employee’s hours of work in order for the employee to be engaged as a full-time or part-time employee in accordance with the provisions of this award –that is,the casual employee is not truly a regular casual employee as defined in clause 11.6(b);
(k) Where it is agreed that a casual employee will have their employment converted to full-time or part-time employment as provided for in clause 11.6,the employer and employee must discuss and record in writing:
(ii) if it is agreed that the employee will become a part-time employee,the employee’s hours of work fixed in accordance with clause 10—Part-time employees.
(n) A casual employee must not be engaged and re-engaged (which includes a refusal to re-engage),or have their hours reduced or varied,in order to avoid any right or obligation under clause 11.6.
(o) Nothing in clause 11.6 obliges a regular casual employee to convert to full-time or part-time employment,nor permits an employer to require a regular casual employee to so convert.
(p) Nothing in clause 11.6 requires an employer to increase the hours of a regular casual employee seeking conversion to full-time or part-time employment.
(q) An employer must provide a casual employee,whether a regular casual employee or not,with a copy of the provisions of clause 11.6 within the first 12 months of the employee’s first engagement to perform work. In respect of casual employees already employed as at 1 October 2018,an employer must provide such employees with a copy of the provisions of clause 11.6 by 1 January 2019.
(r) A casual employee’s right to request to convert is not affected if the employer fails to comply with the notice requirements in clause 11.6(q).
12.1 A definition of the classifications under this award is set out in Schedule A—Classification Structure and Definitions of this award.
12.2 All employees covered by this award must be classified according to the structure set out in Schedule A—Classification Structure and Definitions and paid the minimum wage in clause 15—Minimum rates.
12.3 The classification by the employer must be according to the skill level or levels required to be exercised by the employee in order to carry out the principal functions of the employment as determined by the employer.
12.4 Employers must advise their employees in writing of their classification and of any changes to their classification.
13.1 The ordinary hours of work are to be an average of 38 per week (or up to 38 hours for casual employees).
13.2 Except as provided for in clause 13.7(a)(ii),an employee must not be required to work more than 10 ordinary hours per day.
13.3 Except as provided for in clause 13.7(a)(iii) the ordinary hours of an employee must not exceed 152 hours in 28 consecutive days.
13.4 Method of arranging ordinary hours
13.5 Alteration to hours of work
(a) Subject to the employer’s right to fix the daily hours for day work within the spread of hours referred to in clause 13.6 and the right to require employees to work shifts on existing rosters,ordinary hours once determined may be altered:
(b) Provided where an employee receives notice under clause 13.5(a)(i) or (ii) and significant concerns are raised about the alteration of their hours of work due to their personal or family circumstances,the employer will consult with the employee about such concerns.
13.6 Spread of ordinary hours of work
(a) Subject to clause 13.6(b),except as provided for in clause 13.7(a)(i),the ordinary hours of work for day work must be worked between the following spread of hours:
(ii) Saturday—all day (i.e. midnight on Friday to midnight on Saturday).
(b) Employees may be required to work ordinary hours outside the spread of hours in clause 13.6(a)(i) or 13.6(a)(ii) subject to payment of the penalty rates in clause 21.1.
13.7 Flexibility in relation to working hours
(i) the spread of hours in clauses 13.6(a)(i) and 13.6(a)(ii) may be altered by up to one hour at one or both ends of the daily spread;
(ii) in excess of 10 hours and up to 12 hours of ordinary time may be worked per day or shift. The implementation of 12 hour days or shifts is subject to the provisions of clause 13.12;
(c) Where an agreement is reached in accordance with clause 13.7,the agreement must be recorded in the time and wages records.
13.8 Flexibility in relation to Sunday work
(a) By agreement between an individual employee and the employer,the days on which ordinary hours are worked may include Sunday between 7.00 am and 7.00 pm,subject to the penalty rate in clause 21.1.
(b) Where an agreement is reached in accordance with clause 13.8(a),the agreement must be recorded in the time and wages records.
(c) The provisions of clause 13.8(a) and 13.8(b) are not applicable to employees who work day work as part of a rotating roster which incorporates a cycle of day work,afternoon shifts and/or night shifts. In such circumstances,the ordinary hours of work will be worked at the discretion of the employer on any days of the week,Monday to Sunday,subject to clause 13.5 and the penalty rates in clause 21.1.
13.9 Provisions applicable only to afternoon or night shifts
(a) The ordinary hours of work for afternoon and night shiftworkers will be worked at the discretion of the employer on any days of the week,Monday to Sunday,subject to clause 13.5 and the applicable penalty rate in clauses 21.1(a),21.2(b) and 21.2(c).
(i) subject to clause 21.2(a),afternoon shift means any shift finishing after 7.00 pm and at or before midnight;and
13.10 Daylight saving
For work performed which spans the start and finish times of a system of daylight saving as prescribed by relevant State legislation,an employee will be paid according to adjusted time (i.e. the time on the clock at the beginning of work and the time on the clock at the end of work).
13.11 Make-up time
13.12 Twelve hour days or shifts
14.1 Where practicable,an employee must not be required to work for more than 5 hours without a break for a meal,except as provided for in clauses 13.11 and 14.4.
14.2 The meal break will be for a period of not less than 30 minutes and not more than 60 minutes and will be unpaid.
14.3 An employee directed by the employer to work in excess of 5 hours without a meal (or such period as extended in accordance with clause 14.4) must be:
(a) paid at the rate of 150% of the minimum hourly rate for the meal period;and
(b) permitted to have the employee’s usual meal period as soon as possible after the prescribed meal period,without deduction from the employee’s wage.
14.4 Flexibility in relation to meal breaks
(a) Employees may work in excess of 5 hours but not more than 6 hours without a meal break by agreement between the employer and the majority of the employees concerned in the workplace or relevant section(s). Agreement in this respect may also be reached between the employer and an individual employee.
14.5 Clause 14 will not operate outside an employee’s ordinary working hours. Rest breaks during overtime are prescribed in clause 20—Overtime.
Junior employees must be paid the following percentage of the minimum rate for their classification in clause 15.1:
15.3 Absence from duty
15.4 Higher duties
An employee required by the employer to perform the duties of a position at a classification higher than their appointed role,for a continuous period of at least one ordinary rostered day or shift,will be paid at the rate applicable to that higher level for the period worked.
For employees who,because of the effects of a disability,are eligible for a supported wage,see Schedule D—Supported Wage System.
15.6 National training wage
(b) This award incorporates the terms of Schedule E to the Miscellaneous Award 2010 as at 1 July 2019. Provided that any reference to “this award”in Schedule E to the Miscellaneous Award 2010 is to be read as referring to the Contract Call Centres Award 2020 and not the Miscellaneous Award 2010.
16.1 Period and method of payment
(b) Notwithstanding anything in clause 16,if there is an existing practice in place as at 31 December 2009 then an employer is permitted to continue with this practice.
(c) Wages must be paid according to either:
(i) the average number of ordinary hours worked per pay period;or
(ii) the actual ordinary hours worked each pay period.
16.2 Flexibility in relation to pay periods
(a) (a) An employer may pay wages 4 weekly or monthly subject to agreement between the employer and the majority of the employees concerned in the workplace or relevant section(s). Agreement in this respect may also be reached between an employer and an individual employee.
(b) (b) Where an agreement is reached by the majority of employees it will apply to all the employees in the workplace or section/s to which the agreement applies. This does not in any way restrict the application of individual agreement.
17.1 Annualised wage arrangements for higher classifications
(a) The provisions of clause 17 will apply to the following classifications:
17.2 Annualised wage instead of award provisions
(a) An employer may pay a full-time employee an annualised wage in satisfaction,subject to clause 17.2(c),of any or all of the following provisions of the award:
(i) clause 13—Ordinary hours of work and rostering;
(ii) clause 14—Breaks;
(iii) clause 15.1—Adult employee rates;
(iv) clause 15.4—Higher duties
(v) clause 16—Payment of wages;
(vi) clause 18—Allowances;
(vii) clause 20—Overtime;
(viii) clause 21—Penalty rates
(ix) clause 22.5—Annual leave loading;and
(x) clause 27.4—Payment for time worked on a public holiday.
(iv) the outer limit number of ordinary hours which would attract the payment of a penalty rate under the award and the outer limit number of overtime hours which the employee may be required to work in a pay period or roster cycle without being entitled to an amount in excess of the annualised wage in accordance with clause 17.2(c).
(c) If in a pay period or roster cycle an employee works any hours in excess of either of the outer limit amounts specified pursuant to clause 17.2(b)(iv),such hours will not be covered by the annualised wage and must separately be paid for in accordance with the applicable provisions of this award.
17.3 Annualised wage not to disadvantage employees
(c) The employer must keep a record of the starting and finishing times of work,and any unpaid breaks taken,of each employee subject to an annualised wage arrangement for the purpose of undertaking the comparison required by clause 17.3(b). This record must be signed by the employee,or acknowledged as correct in writing (including by electronic means) by the employee,each pay period or roster cycle.
17.4 Base rate of pay for employees on annualised wage arrangements
An employee who has been trained to provide first aid and who is the current holder of appropriate first aid qualifications such as a certificate from St John Ambulance or similar body must be paid a weekly allowance of $16.73 if appointed by their employer to perform first aid duties.
An employee must be paid an allowance of $0.78 per kilometre when required to use their own motor vehicle on a casual basis to carry out the employer’s business.
(b) Telephone allowance
(ii) Where an employee makes telephone calls in connection with the business on their private telephone at the direction of the employer,the employer must reimburse the cost of the calls. Provided that the employer may request details of all such calls claimed by the employee.
(i) An employee is entitled to a meal allowance of $14.34 on each occasion that the employee is entitled to a rest break in accordance with clause 20.3,except in the following circumstances:
•if the employee was notified no later than the previous day or previous rostered shift that they would be required to work such overtime;or
•if the employee lives in the same locality as the enterprise and could reasonably return home for meals.
(ii) If an employee has provided a meal or meals on the basis that they have been given notice to work overtime and the employee is not required to work overtime or is required to do less than the amount advised,they must be paid the prescribed meal allowance for the meal or meals which they have provided but which are surplus.
(d) Distant work/travelling time payment
(i) All reasonable out of pocket expenses as detailed in clause 18.3(f),incurred in connection with the employer’s business authorised by the employer and properly paid by the employee must be reimbursed by the employer.
(ii) Except as elsewhere provided in this award,an employee directed by the employer to travel in the employee’s own time to transact company business must be paid travelling time and all expenses incurred while so travelling in accordance with clause 18.3(e). Further,an employee sent by their employer from their usual locality to another and required to remain away from their usual residence will be paid expenses while so absent from their usual locality.
(e) Payment for travelling
(ii) The maximum travelling time to be paid will be 12 hours out of every 24 hours,or where a sleeping berth is provided by the employer for all–night travel,8 hours out of every 24.
Expenses for the purposes of clause 18.3(d)(ii) means:
•rail:first class (including the provision of a sleeping berth where available for all–night travel);
•air:economy class for all journeys.
(g) Relocation expenses
(i) Where an employee is transferred to another location or another state,the cost of removal expenses reasonably incurred must be paid for by the employer. An employee who transfers at their own request may be required to pay their own expenses.
(ii) Where an employee is directed by the employer to another locality for employment:
•which can be reasonably regarded as permanent;
•involving a change of residence;and
•where the employee is in the process of buying a place of residence in that new location,
the employee must be reimbursed for the cost of accommodation for up to 6 weeks.
(iii) Where the employee can show to the satisfaction of the employer that the employee has taken all reasonable steps to obtain a place of residence of a similar nature and standard to that which the employee previously enjoyed and without success,then the abovementioned period may be extended to a period not exceeding 3 months.
(iv) Where an employee is not in the process of buying a place of residence,the employer must provide suitable accommodation for up to 4 weeks.
(v) The provisions of clauses 18.3(g)(i),18.3(g)(ii),and 18.3(g)(iii) will cease to apply immediately when the employee assumes a new place of residence or when the purchase has been completed,whichever is sooner.
(vi) For the purposes of clause 18.3(g),accommodation will be limited to the provision of suitable housing.
(h) Safe travel allowance
(ii) The provisions of clause 18.3(h)(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 or previous rostered shift that they would be required to work overtime or a shift for which they have not been regularly rostered and the employee has made or could have made reasonable transport arrangements.
(d) any superannuation fund to which the employer was making superannuation contributions for the benefit of its employees before 12 September 2008,provided the superannuation fund is an eligible choice fund and is a fund that offers a MySuper product or is an exempt public sector superannuation scheme;
(f) any complying fund,within the meaning of the Superannuation Industry (Supervision) Act 1993 (Cth),which the employer was using as a default fund as at 31 December 2009 and is a fund that offers a MySuper product or is an exempt public sector superannuation scheme;or
Subject to the governing rules of the relevant superannuation fund,the employer must also make the superannuation contributions provided for in clause 19.2 and pay the amount authorised under clauses 19.3(a) or 19.3(b):
20.1 Payment for working overtime
(a) Except as provided in clause 10.4,for all work done in excess of the daily or weekly permissible number of ordinary hours an employee must be paid at the following rates:
(b) Where hours are averaged over a 4 week period the maximum number of ordinary hours before overtime rates apply is to be calculated on a 4 weekly rather than weekly basis.
(c) Provided that employees who are late starting or are absent for part of their ordinary hours on unpaid leave must complete their ordinary hours for that day prior to the entitlement to overtime.
20.2 Minimum payment
(a) An employee required to work overtime on a Saturday or Sunday must be paid for a minimum of 3 hours at the appropriate rate except where the overtime is worked prior to or at the conclusion of ordinary hours of work.
(b) In such circumstances,the employee will receive payment at the rate prescribed in clause 20.1 for the actual time worked.
20.3 Rest break during overtime
An employee working overtime must be allowed a rest break of twenty minutes without deduction of pay after each 4 hours of overtime if the employee continues to work after such rest break.
20.4 Rest period after working overtime
When overtime work is necessary it will be arranged wherever reasonably practicable for employees to have at least 10 consecutive hours off duty between the work of successive days.
(i) The following conditions apply to an employee (other than a casual employee) who works so much overtime that the employee has not had at least 10 consecutive hours off duty between the end of the employee’s work on one day and the start of the employee’s work on the next day:
•the employee must be released from duty after that overtime is finished until the employee has had 10 consecutive hours off duty,and
•there will be no loss of pay for ordinary hours of work time which occur during this absence.
(ii) The following conditions apply to an employee who,on the instructions of the employer,resumes or continues work without having had 10 consecutive hours off duty in accordance with clause 20.4(b)(i):
•the employee must be paid at 150% of the minimum hourly rate for the first 3 hours and 200% of the minimum hourly rate after 3 hours until the employee is released from duty;
•the employee is then entitled to be absent for 10 consecutive hours;and
(c) The provisions of clause 20.4 will not apply to call-backs or in circumstances where an employee provides service or support over the telephone or via remote access arrangements where the time worked is less than 3 hours during the call-back or each call-back. However,where the total number of hours worked on more than one call-back is 4 hours or more then the provisions of clause 20.4(b) will apply.
20.6 Call-back
(a) An employee called back to work overtime after leaving work must be paid a minimum of 3 hours at the appropriate overtime rate for each time called back,except where the overtime is continuous (subject to a meal break) with the commencement or completion of ordinary hours.
(b) Provided that,the employee will not be required to work the full 3 hours if the job(s) called back to perform is/are completed within a shorter period.
(c) Notwithstanding the above,where an employee has completed the call-back and left work and is recalled within the 3 hour minimum period for that call-back,the balance of the 3 hours minimum period for that call-back will be cancelled and the employee will only be paid up to the commencement of the next call-back. The employee will then be entitled to be paid for a minimum of 3 hours for the next call-back.
(d) The provisions of clause 20.6 will not apply in circumstances where an employee provides service or support over the telephone or via remote access arrangements.
(e) Overtime worked in circumstances specified in clause 20.6 will not be regarded as overtime for the purposes of clause 20.4 where the time worked is less than 3 hours during the call-back or each call-back. Provided that where the total number of hours worked on more than one call-back is 4 hours or more,then the provisions of clause 20.4(b) will apply.
20.7 Remote service/support
(b) The employee will not be required to work the full half an hour or one hour or one and a half hours if the work which the employer requires to be performed is completed within a shorter period.
(c) If an employee has completed the job and finished work but is required to perform further work within the half hour,one hour or one and a half hours,the balance of the minimum period for that job will be cancelled and the employee will only be paid up to the commencement of the next work period. The employee will then be entitled to be paid for a minimum of half hour,one hour or one and a half hours as the case may be for the next work period.
(d) Overtime worked in circumstances specified in clause 20.7 will not be regarded as overtime for the purposes of clause 20.4 where the time worked is less than 3 hours during the work period or each work period. Provided that where the total number of hours worked on more than one work period is 4 hours or more then the provisions of clauses 20.4(b) will apply.
(e) Overtime worked in circumstances specified in clause 20.7 will not be regarded as overtime for the purposes of clause 20.6.
20.8 Stand-by
(a) An employee who is required to remain in readiness for a return to work outside their normal working hours must be paid an allowance of 20% of the minimum hourly rate for their classification for each hour they are required to stand-by.
20.9 Rates not cumulative
The rates prescribed in clause 20 are in substitution for and not cumulative upon the penalty rates prescribed in clause 21—Penalty rates and clause 27—Public holidays.
21.1 Penalty rates for time worked outside the spread of ordinary hours Monday to Friday and on weekends
(a) Except as provided for in clauses 13.7(a)(i) and 21.2(a) employees are entitled to the following penalty rates for ordinary time worked:
Ordinary hours worked1:
before 7.00 am
after 7.00 pm
between midnight Friday and midnight on Saturday
between midnight Saturday and 7.00 am on Sunday
(outside spread of ordinary hours)
between 7.00 pm on Sunday and midnight on Sunday
between 7.00 am and 7.00 pm
(inside spread of ordinary hours)
1.Spread of ordinary hours is defined in clauses 13.6 and 13.8.
(b) The penalty rates in clause 21.1(a) are not payable for periods of overtime or for time worked on public holidays.
(c) The Monday to Friday penalty rates in clause 21.1(a) do not apply when the shift penalty rates apply in accordance with clause 21.2(a).
(d) The Saturday and Sunday penalty rates in clause 21.1(a) apply in substitution for and are not cumulative upon the afternoon and night shift penalty rates prescribed in clause 21.2.
21.2 Shift penalty rates
(a) The shift penalty rates in clause 21.2 apply only to time worked on afternoon or night shift by employees who are designated by the employer as shiftworkers,in respect of the relevant roster period or shift.
(b) Subject to clause 21.2(a):
(i) employees on an afternoon shift will be paid 115% of the minimum hourly rate;and
(ii) except as provided for in clause 21.2(c),employees on a night shift will be paid 115% of the minimum hourly rate.
(c) Subject to clause 21.2(a),an employee who:
(ii) remains on night shift for a longer period than 4 consecutive weeks;or
(iii) works on a night shift which does not rotate or alternate with afternoon shift or with day work so as to give the employee at least one third of the working time off night shift in each shift cycle,
will be paid 130% of the minimum hourly rate for time worked on such night shift. This penalty rate is in substitution for and not cumulative upon the night shift penalty rate prescribed in clause 21.2(b)(ii).
22.2 Conversion to hourly entitlement
An employer may convert the entitlements in s.87 of the Act to an hourly entitlement for administrative ease (e.g. 152 hours rather than 4 weeks for an employee working a 38 hour week).
Instead of the base rate of pay as referred to in s.90(1) of the Act an employee under this award,prior to commencing a period of annual leave,will be paid a sum equal to the salary or wages the employee would have received in respect of the ordinary time the employee would have worked had the employee not been on leave. Provided that,subject to clause 22.5,the employee will not be entitled to any amount calculated by reference to clause 21—Penalty rates.
(a) In addition to the payments specified in clause 22.3,employees must be paid an annual leave loading of 17.5%.
(b) Provided that where an employee would have received loadings,in accordance with clause 21—Penalty rates,had the employee not been on leave during the relevant period and such loadings would have entitled the employee to a greater amount than the loading of 17.5%,then the employee will be paid such greater amount instead of the 17.5% loading.
(d) An employee is not entitled to request by a notice under clause 22.8(a) more than 4 weeks’paid annual leave in any period of 12 months.
22.9 Annual leave in advance
NOTE: An example of the type of agreement required by clause 22.9 is set out at Schedule F—Agreement to Take Annual Leave in Advance. There is no requirement to use the form of agreement set out at Schedule F—Agreement to Take Annual Leave in Advance.
(c) The employer must keep a copy of any agreement under clause 22.9 as an employee record.
(d) If,on the termination of the employee’s employment,the employee has not accrued an entitlement to all of a period of paid annual leave already taken in accordance with an agreement under clause 22.9,the employer may deduct from any money due to the employee on termination an amount equal to the amount that was paid to the employee in respect of any part of the period of annual leave taken in advance to which an entitlement has not been accrued.
22.10 Annual close-down
Notwithstanding section 88 of the Act,an employer may close down an establishment or section or sections,for the purpose of allowing annual leave to all or the majority of the employees concerned,provided that:
(b) an employer may close down for one or 2 periods;
(c) an employer and the majority of employees concerned may agree to close down for more than 2 periods;
(d) an employee who has accrued sufficient leave to cover the period of the close-down,is allowed leave and also paid for that leave at the appropriate wage in accordance with clauses 22.3 and 22.5;and
27.2 Public holidays which fall on a weekend
27.3 Substitution of certain public holidays by agreement at the enterprise
27.4 Payment for time worked on a public holiday
(a) Except as provided for in clause 27.4(c),an employee who is required to work on a public holiday must be paid at the following rates for a minimum of 3 hours:
•day work—250% of the minimum hourly rate;
•afternoon and night shift—200% of the minimum hourly rate.
(b) This rate is in substitution for and not cumulative upon the penalty rates set out in clause 21—Penalty rates or the overtime rates in clause 20—Overtime.
(c) The payment required under clause 27.4(a) will only apply to time which is worked on the actual public holiday day;i.e. midnight to midnight.
27.5 Part-time employees
(a) Where the part-time employee’s normal paid hours fall on a public holiday prescribed in the NES and work is not performed by the employee,such employee will not lose pay for the day.
(b) Where the employee works on the holiday,such employee must be paid in accordance with clause 27.4.
27.6 Leave of absence
The entitlement to a public holiday will not apply to an employee during any period of unpaid leave exceeding 2 weeks,except where such unpaid leave is in respect of personal injury or illness.
27.7 Part-day public holidays
31. Dispute resolution procedure training leave
31.1 Subject to clause 31.7,an eligible employee representative will be entitled to,and the employer will grant,up to 5 days’training leave with pay to attend courses which are directed at the enhancement of the operation of the dispute resolution procedure including its operation in connection with this award and with the Act,or with any relevant agreement which provides it is to be read in conjunction with this award.
31.2 An eligible employee representative must give the employer 6 weeks’notice of the employee 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.
31.3 The notice to the employer must include details of the type,content and duration of the course to be attended.
31.4 The taking of such leave will be arranged having regard to the operational requirements of the employer so as to minimise any adverse effect on those requirements.
31.5 An eligible employee representative taking such leave will be paid all ordinary time earnings which normally become due and payable during the period of leave.
31.6 Leave of absence granted pursuant to clause 31 will count as service for all purposes of this award.
31.7 For the purpose of determining the entitlement of employee representatives to dispute resolution procedure training leave,an eligible employee representative is a:
31.8 Where the number of eligible employee representatives exceeds the quota at any particular time for a relevant enterprise or workplace,priority of entitlement for the relevant 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 who seeks leave.
31.9 For purposes of applying the quota table employees employed by the employer in the enterprise or workplace are full-time,part-time and casual employees with 6 months or more service who are covered by this award and who are engaged in the enterprise or workplace to which the procedure established under clause 30—Dispute resolution applies.
A.1 Classification table
A.2 Classification definitions
A.2.1 Customer contact stream—classifications
•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.
•follow work 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.
•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.
•provide multiple specialised services to customers such as complex sales and service advice for a range of products or services,difficult complaint and fault inquiries,deployment of service staff;
•use multiple technologies such as telephony,internet services and face-to-face contact;and
•provide a limited amount of leadership to less experienced employees.
•send and retrieve information over the internet using browsers and email;
•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.
•manage their own work.
(ii) The employee works with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters and provides leadership as a coach,mentor or senior staff member.
•providing services to customers involving a high level of product or service knowledge,often autonomously acquired;
•using multiple technologies such as telephony,internet services and face-to-face contact;
•taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies,substantial complaints and faults,disruptions or disconnection of service or customer dissatisfaction;and
(ii) The employee works with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters and provide leadership in a team leader role.
•using multiple technologies such as telephony,internet services and face-to-face contact;and
•taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies,substantial complaints and faults,disruptions or disconnection of service or customer dissatisfaction.
•use an enterprise information system;
•provide quality customer service;and
•provide leadership in a contact centre.
•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;
• develop teams and individuals in a contact centre;and
•develop and lead on the job training.
A Principal Customer Contact Leader would co-ordinate the work of a number of teams within a call centre environment,and would typically have a number of specialists/supervisors reporting to them.
•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.
(i) The indicative tasks set out in clause A.2.1 are aligned to the units of competency in the Information Technology and Telecommunications Industry Training Advisory Board’s endorsed customer contact competency standards in the Telecommunications Training Package (ICT2002). The indicative tasks for Principal Customer Contact Leader are aligned to the units of competency in Business Services Training Australia’s endorsed competency standards in the Business Services Training Package (BSB2001).
A.2.2 Clerical and administration stream—classifications
•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 that are predictable and which require the exercise of limited discretion.
•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.
•work under routine supervision with intermittent checking;
•apply knowledge and skills to a range of tasks;and
•usually perform work within established routines,methods and procedures,which involve the exercise of some discretion and minor decision making.
•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.
•works under limited supervision with checking related to overall progress;
•may be responsible for the work of others and may be required to co–ordinate such work;
•applies knowledge with depth in some areas and a broad range of skills;and
•performs work within routines,methods and procedures where some discretion and judgment is required.
•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;
•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.
•works without supervision,with general guidance on progress and outcomes 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 actions required will usually be complex;and
•performs work within routines,methods and procedures where discretion and judgment is required,for both self and others.
•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;
•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.
•may be responsible for the planning and management of the work of others;
•applies knowledge with substantial depth in some areas,and a range of skills which may be varied or highly specific;
•applies knowledge and skills independently and non-routinely;and
•exercises considerable judgment and initiative.
•facilitate and capitalise 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.
An employee who holds a Diploma which is recognised within the Business Services Training Package or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.
The indicative tasks set out in clause A.2.2 are aligned to the units of competency in Business Services Training Australia’s endorsed competency standards in the Business Services Training Package (BSB2001). In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.
A.2.3 Contract Call Centre Industry Technical Associate
•design,installation and management of telecommunications computer equipment and systems;and
•design,installation and management of data communications equipment.
•undertake qualification testing of new or enhanced equipment and systems;
•undertake system administration;
•undertake network traffic management;
•undertake network performance analysis;
•create code for applicants;and
•prepare a detailed design for a communication network.
The indicative tasks set out in clause A.2.3 are aligned to the units of competency in the Information Technology and Telecommunications Industry Training Advisory Board’s endorsed competency standards in the Telecommunications Training Package (ICT2002). In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.
NOTE: Clauses 21.1(c) and 21.1(d) may affect the eligibility of employees to penalty rates specified in this schedule.
B.1.1 Full–time and part–time adult employees—all employees—ordinary and penalty rates
Within spread of ordinary hours
Outside spread of ordinary hours1
12 am–7 am &7 pm–12 am
1 Does not apply to designated shiftworkers performing work during afternoon and night shifts.
B.1.2 Full–time and part–time adult employees—designated shiftworkers—ordinary and penalty rates
Permanent night shift1
1 Permanent night shift is defined by clause 21.2(c).
Other than shiftworker
Afternoon or night shiftworker
Public holiday –day work
B.2.1 Adult casual employees—all employees—ordinary and penalty rates
7 am—7 pm
12 am—7 am &7 pm—12 am
B.2.2 Adult casual employees—designated shiftworkers—ordinary and penalty rates
C.1.1 The wage-related allowances in this award are based on the standard rate as defined in clause 2—Definitions as the minimum weekly rate for the Clerical and Administration Officer Level 3/Customer Contact Officer Level 2 in clause 15.1 = $862.50.
18.3(c)(i)
Meal allowance—travelling expenses
18.3(f)(ii)
disability support pension means the Commonwealth pension scheme to provide income security for persons with a disability as provided under the Social Security Act 1991,as amended from time to time,or any successor to that scheme.
supported wage system means the Commonwealth Government system to promote employment for people who cannot work at full award wages because of a disability,as documented in the Supported Wage System Handbook. The Handbook is available from the following website:www.jobaccess.gov.au.
(e) Excluding annualised wage arrangement employees to whom clause H.2(f) applies,where an employee works any hours on the declared or prescribed part-day public holiday they will be entitled to the appropriate public holiday penalty rate (if any) in this award for those hours worked.
Schedule I—Additional Measures During the COVID-19 Pandemic
I.1 Subject to clauses X.2.1(d) and X.2.2(c),Schedule X operates from 8 April 2020 until 30 June 2020. The period of operation can be extended on application.
I.2 During the operation of Schedule X,the following provisions apply:
I.2.1 Unpaid pandemic leave
I.2.2 Annual leave at half pay
•the employee’s pay for the 2 weeks’leave is the same as the pay the employee would have been entitled to for one week’s leave on full pay (where one week’s full pay includes leave loading under the Annual Leave clause of this award);and
•one week of leave is deducted from the employee’s annual leave accrual.
PR718564