Contract Call Centres Award [MA000023]

This page is a summary of who the Contract Call Centres Award covers and doesn’t cover. Find a copy of the award at Contract Call Centres Award.

Learn how to calculate pay rates and check entitlements from Find pay rates and entitlements.

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Who the Contract Call Centres Award covers

The Contract Call Centres Award covers employers in the contract call centre industry and their employees who fit within the classifications of the award.

The contract call centre industry means supplying inbound or outbound customer contact services (eg. telephone or online sales) to a number of clients on a contract basis. Businesses in this industry operate independently from the clients.

Examples of employers and their employees covered by the Contract Call Centres Award include:

  • call centre worker/operator/consultant/representative/officer
  • call centre team leaders
  • clerical employees
  • technical workers involved in designing, installing or maintaining telecommunications or data communications equipment and systems.

The Contract Call Centres Award also covers businesses who supply labour to businesses in the contract call centre industry, for the employees they supply.

Check the award for full information on who is covered and the classification descriptions.

Source reference: Contract Call Centres Award [MA000023] clause 4 and schedule B

Who the Contract Call Centres Award doesn't cover

The following are examples of employees and employers who are not covered by the Contract Call Centres Award:

  • businesses who do their own customer contact services (eg. a bank that has its own in-house call centre)
  • retail businesses that sell over the phone or online
  • a manager or director who has the responsibility to hire or fire employees.

Check the award for full information on coverage and classifications.

Source reference: Contract Call Centres Award [MA000023] clause 4 and schedule B

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