MA000023  PR740699
FAIR WORK COMMISSION

DETERMINATION


Fair Work Act 2009

s.285—Annual wage review

Annual Wage Review 2021–22
(C2022/1)

CONTRACT CALL CENTRES AWARD 2020
[MA000023]

Contract call centre industry

JUSTICE ROSS, PRESIDENT
VICE PRESIDENT CATANZARITI
DEPUTY PRESIDENT ASBURY
COMMISSIONER HAMPTON
MR FERGUSON
PROFESSOR WOODEN
MS LABINE-ROMAIN

MELBOURNE, 28 JUNE 2022

Annual Wage Review 2021–22.

A. Further to the decision issued by the Expert Panel in the Annual Wage Review 2021–22 on 15 June 2022 [[2022] FWCFB 3500], the above award is varied as follows:

1. By deleting the table appearing in clause 15.1 and inserting the following:

Classification

Minimum weekly rate
(full-time employee)

Minimum hourly rate

 

$

$

Customer Contact Trainee

865.20

22.77

Clerical and Administration Officer Level 1

865.20

22.77

Customer Contact Officer Level 1

893.60

23.52

Clerical and Administration Officer Level 2

893.60

23.52

Customer Contact Officer Level 2

940.90

24.76

Clerical and Administration Officer Level 3

940.90

24.76

Principal Customer Contact Specialist

1000.80

26.34

Customer Contact Team Leader

1026.60

27.02

Clerical and Administration Officer Level 4

1026.60

27.02

Principal Customer Contact Leader

1100.80

28.97

Clerical and Administration Officer Level 5

1100.80

28.97

Contract Call Centre Industry Technical Associate

1189.60

31.31

2. By deleting the year “2021” in clause 15.6(b) and inserting “2022”.

3. By deleting the amount “$17.45” appearing in clause 18.2(a) and inserting “$18.25”.

4. By deleting the table appearing in clause B.1.1 and inserting the following:

 

Monday to Friday

Saturday

Sunday

Public holiday1

Within spread of ordinary hours

Outside spread of ordinary hours1

7 am–7 pm

12 am–7 am & 7 pm–12 am

 

% of minimum hourly rate

 

100%

125%

125%

150%

175%

250%

 

$

$

$

$

$

$

Customer Contact Trainee

22.77

28.46

28.46

34.16

39.85

56.93

Clerical and Administration Officer Level 1

22.77

28.46

28.46

34.16

39.85

56.93

Customer Contact Officer Level 1

23.52

29.40

29.40

35.28

41.16

58.80

Clerical and Administration Officer Level 2

23.52

29.40

29.40

35.28

41.16

58.80

Customer Contact Officer Level 2

24.76

30.95

30.95

37.14

43.33

61.90

Clerical and Administration Officer Level 3

24.76

30.95

30.95

37.14

43.33

61.90

Principal Customer Contact Specialist

26.34

32.93

32.93

39.51

46.10

65.85

Customer Contact Team Leader

27.02

33.78

33.78

40.53

47.29

67.55

Clerical and Administration Officer Level 4

27.02

33.78

33.78

40.53

47.29

67.55

Principal Customer Contact Leader

28.97

36.21

36.21

43.46

50.70

72.43

Clerical and Administration Officer Level 5

28.97

36.21

36.21

43.46

50.70

72.43

Contract Call Centre Industry Technical Associate

31.31

39.14

39.14

46.97

54.79

78.28

5. By deleting the table appearing in clause B.1.2 and inserting the following:

 

Ordinary hours

Afternoon and night shift

Permanent night shift1

Public holiday

 

% of minimum hourly rate

 

100%

115%

130%

200%

 

$

$

$

$

Customer Contact Trainee

22.77

26.19

29.60

45.54

Clerical and Administration Officer Level 1

22.77

26.19

29.60

45.54

Customer Contact Officer Level 1

23.52

27.05

30.58

47.04

Clerical and Administration Officer Level 2

23.52

27.05

30.58

47.04

Customer Contact Officer Level 2

24.76

28.47

32.19

49.52

Clerical and Administration Officer Level 3

24.76

28.47

32.19

49.52

Principal Customer Contact Specialist

26.34

30.29

34.24

52.68

Customer Contact Team Leader

27.02

31.07

35.13

54.04

Clerical and Administration Officer Level 4

27.02

31.07

35.13

54.04

Principal Customer Contact Leader

28.97

33.32

37.66

57.94

Clerical and Administration Officer Level 5

28.97

33.32

37.66

57.94

Contract Call Centre Industry Technical Associate

31.31

36.01

40.70

62.62

6. By deleting the table appearing in clause B.1.3 and inserting the following:

 

All employees

Other than shiftworker

Afternoon or night shiftworker

 

Monday to Saturday

Sunday

Public holiday – day work

Public holiday

 

First 3 hours

After 3 hours

 

% of minimum hourly rate

 

150%

200%

200%

250%

200%

 

$

$

$

$

$

Customer Contact Trainee

34.16

45.54

45.54

56.93

45.54

Clerical and Administration Officer Level 1

34.16

45.54

45.54

56.93

45.54

Customer Contact Officer Level 1

35.28

47.04

47.04

58.80

47.04

Clerical and Administration Officer Level 2

35.28

47.04

47.04

58.80

47.04

Customer Contact Officer Level 2

37.14

49.52

49.52

61.90

49.52

Clerical and Administration Officer Level 3

37.14

49.52

49.52

61.90

49.52

Principal Customer Contact Specialist

39.51

52.68

52.68

65.85

52.68

Customer Contact Team Leader

40.53

54.04

54.04

67.55

54.04

Clerical and Administration Officer Level 4

40.53

54.04

54.04

67.55

54.04

Principal Customer Contact Leader

43.46

57.94

57.94

72.43

57.94

Clerical and Administration Officer Level 5

43.46

57.94

57.94

72.43

57.94

Contract Call Centre Industry Technical Associate

46.97

62.62

62.62

78.28

62.62

7. By deleting the table appearing in clause B.2.1 and inserting the following:

 

Monday to Friday

Saturday

Sunday

Public holiday1

Within spread of ordinary hours

Outside spread of ordinary hours1

7 am7 pm

12 am7 am & 7 pm12 am

 

% of minimum hourly rate

 

125%

150%

150%

175%

200%

275%

 

$

$

$

$

$

$

Customer Contact Trainee

28.46

34.16

34.16

39.85

45.54

62.62

Clerical and Administration Officer Level 1

28.46

34.16

34.16

39.85

45.54

62.62

Customer Contact Officer Level 1

29.40

35.28

35.28

41.16

47.04

64.68

Clerical and Administration Officer Level 2

29.40

35.28

35.28

41.16

47.04

64.68

Customer Contact Officer Level 2

30.95

37.14

37.14

43.33

49.52

68.09

Clerical and Administration Officer Level 3

30.95

37.14

37.14

43.33

49.52

68.09

Principal Customer Contact Specialist

32.93

39.51

39.51

46.10

52.68

72.44

Customer Contact Team Leader

33.78

40.53

40.53

47.29

54.04

74.31

Clerical and Administration Officer Level 4

33.78

40.53

40.53

47.29

54.04

74.31

Principal Customer Contact Leader

36.21

43.46

43.46

50.70

57.94

79.67

Clerical and Administration Officer Level 5

36.21

43.46

43.46

50.70

57.94

79.67

Contract Call Centre Industry Technical Associate

39.14

46.97

46.97

54.79

62.62

86.10

8. By deleting the table appearing in clause B.2.2 and inserting the following:

 

Ordinary hours

Afternoon and night shift

Permanent night shift1

Public holiday

 

$

$

$

$

 

% of minimum hourly rate

 

125%

140%

155%

225%

Customer Contact Trainee

28.46

31.88

35.29

51.23

Clerical and Administration Officer Level 1

28.46

31.88

35.29

51.23

Customer Contact Officer Level 1

29.40

32.93

36.46

52.92

Clerical and Administration Officer Level 2

29.40

32.93

36.46

52.92

Customer Contact Officer Level 2

30.95

34.66

38.38

55.71

Clerical and Administration Officer Level 3

30.95

34.66

38.38

55.71

Principal Customer Contact Specialist

32.93

36.88

40.83

59.27

Customer Contact Team Leader

33.78

37.83

41.88

60.80

Clerical and Administration Officer Level 4

33.78

37.83

41.88

60.80

Principal Customer Contact Leader

36.21

40.56

44.90

65.18

Clerical and Administration Officer Level 5

36.21

40.56

44.90

65.18

Contract Call Centre Industry Technical Associate

39.14

43.83

48.53

70.45

9. By deleting the amount “$899.50” appearing in clause C.1.1 and inserting “$940.90”.

10. By deleting the table appearing in C.1.1 and inserting the following:

Allowance

Clause

% of standard rate

$

Payable

First aid allowance

18.2(a)

1.94

18.25

per week

B. This determination comes into operation on 1 July 2022. In accordance with s.286(5) of the Fair Work Act 2009 this determination does not take effect in relation to a particular employee until the start of the employee’s first full pay period that starts on or after 1 July 2022.

PRESIDENT

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