Document ID: chunk:federal_register_of_legislation:F2016L00426:reg:0:p18
Version: federal_register_of_legislation:F2016L00426
Segment Type: reg
Provision Reference: reg 0 (pt 18/20)
Character Range: 70714–74479

such as unreasonable or unrealistic performance pressures or demands, which may cause tension and distress
    * preventing mobile phones from being used in call centres.

Control of background noise in call centres
Possible control measures to implement include:
    * reviewing the design and layout of the room and workstations:
          + reducing external and building service noise
          + reducing reverberation within the room by using sound absorbing materials
          + placing acoustic barriers around/between workstations and other call centre areas
    * encouraging people to not talk loudly or hold discussions near operators
    * locating fax machines, photocopiers and printers away from operators
    * controlling radio noise and use of mobile telephones
    * with hotdesking, ensuring changeovers are smoothly managed and quiet
    * providing sufficient room for workers to move around at changeover times without  crowding.
Managing acoustic incidents
After an acoustic incident, the worker should:
    * remove the headset immediately
    * in some circumstances, move to the 'break out' area
    * report the incident and any symptoms to the supervisor
    * discuss with the supervisor their ability to continue work and, where appropriate, relocate to another workstation.
After an acoustic incident, you should:
    * ensure the event is recorded and logged
    * discuss the incident and ability to continue work with the worker
    * where symptoms are persistent or severe, refer the worker to a general practitioner and/or an audiologist for assessment and treatment of possible injury
    * enquire into the cause of the noise, including whether it is from an internal or external source
    * ensure the headset and other equipment is checked for clarity of sound and possible damage and faults
    * remove damaged or faulty equipment from service
    * review the adequacy of the noise control measures and general working environment.

APPENDIX B – NOISE HAZARD IDENTIFICATION CHECKLIST

Description of work location:_____________________________________________________
Activities at workstation:________________________________________________________
Assessed by:_________________________________________________________________
Date:_______________________________________________________________________
'Yes' to any of the following indicates the need to carry out a noise assessment if exposure to the noise cannot be immediately controlled.

Hazard identification questions                                                                                                                                                                Yes  No

    1. Is a raised voice needed to communicate with someone about one metre away?                                                                                                              o    o

  2.       Do your workers notice a reduction in hearing over the course of the day? (This may only become noticeable after work, for example, needing to turn up the radio on the way home)   o    o

  3.       Are your workers using noisy powered tools or machinery?                                                                                                                            o    o

  4.       Are there noises due to impacts (such as hammering, pneumatic impact tools) or explosive sources (such as explosive powered tools, detonators)?                                     o    o

  5.       Are personal hearing protectors used for some work?                                                                                                                                 o    o

  6.       Do your workers complain that there is too much noise or that