MA000023 PR729278 |
FAIR WORK COMMISSION |
DETERMINATION |
Fair Work Act 2009
s.285—Annual wage review
Annual Wage Review 2020–21
(C2021/1)
CONTRACT CALL CENTRES AWARD 2020
[MA000023]
Contract call centre industry | |
JUSTICE ROSS, PRESIDENT |
MELBOURNE, 25 JUNE 2021 |
Annual Wage Review 2020–21.
A. Further to the decision issued by the Expert Panel in the Annual Wage Review 2020–21 on 16 June 2021 [[2021] 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
|
Minimum hourly rate |
$ |
$ | |
Customer Contact Trainee |
825.20 |
21.72 |
Clerical and Administration Officer Level 1 |
825.20 |
21.72 |
Customer Contact Officer Level 1 |
853.60 |
22.46 |
Clerical and Administration Officer Level 2 |
853.60 |
22.46 |
Customer Contact Officer Level 2 |
899.50 |
23.67 |
Clerical and Administration Officer Level 3 |
899.50 |
23.67 |
Principal Customer Contact Specialist |
956.80 |
25.18 |
Customer Contact Team Leader |
981.50 |
25.83 |
Clerical and Administration Officer Level 4 |
981.50 |
25.83 |
Principal Customer Contact Leader |
1052.40 |
27.69 |
Clerical and Administration Officer Level 5 |
1052.40 |
27.69 |
Contract Call Centre Industry Technical Associate |
1137.30 |
29.93 |
2. By deleting the words “1 November 2020” in clause 15.6(b) and inserting “1 July 2021”.
3. By deleting the amount “$17.03” appearing in clause 18.2(a) and inserting “$17.45”.
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 |
21.72 |
27.15 |
27.15 |
32.58 |
38.01 |
54.30 |
Clerical and Administration Officer Level 1 |
21.72 |
27.15 |
27.15 |
32.58 |
38.01 |
54.30 |
Customer Contact Officer Level 1 |
22.46 |
28.08 |
28.08 |
33.69 |
39.31 |
56.15 |
Clerical and Administration Officer Level 2 |
22.46 |
28.08 |
28.08 |
33.69 |
39.31 |
56.15 |
Customer Contact Officer Level 2 |
23.67 |
29.59 |
29.59 |
35.51 |
41.42 |
59.18 |
Clerical and Administration Officer Level 3 |
23.67 |
29.59 |
29.59 |
35.51 |
41.42 |
59.18 |
Principal Customer Contact Specialist |
25.18 |
31.48 |
31.48 |
37.77 |
44.07 |
62.95 |
Customer Contact Team Leader |
25.83 |
32.29 |
32.29 |
38.75 |
45.20 |
64.58 |
Clerical and Administration Officer Level 4 |
25.83 |
32.29 |
32.29 |
38.75 |
45.20 |
64.58 |
Principal Customer Contact Leader |
27.69 |
34.61 |
34.61 |
41.54 |
48.46 |
69.23 |
Clerical and Administration Officer Level 5 |
27.69 |
34.61 |
34.61 |
41.54 |
48.46 |
69.23 |
Contract Call Centre Industry Technical Associate |
29.93 |
37.41 |
37.41 |
44.90 |
52.38 |
74.83 |
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 |
21.72 |
24.98 |
28.24 |
43.44 |
Clerical and Administration Officer Level 1 |
21.72 |
24.98 |
28.24 |
43.44 |
Customer Contact Officer Level 1 |
22.46 |
25.83 |
29.20 |
44.92 |
Clerical and Administration Officer Level 2 |
22.46 |
25.83 |
29.20 |
44.92 |
Customer Contact Officer Level 2 |
23.67 |
27.22 |
30.77 |
47.34 |
Clerical and Administration Officer Level 3 |
23.67 |
27.22 |
30.77 |
47.34 |
Principal Customer Contact Specialist |
25.18 |
28.96 |
32.73 |
50.36 |
Customer Contact Team Leader |
25.83 |
29.70 |
33.58 |
51.66 |
Clerical and Administration Officer Level 4 |
25.83 |
29.70 |
33.58 |
51.66 |
Principal Customer Contact Leader |
27.69 |
31.84 |
36.00 |
55.38 |
Clerical and Administration Officer Level 5 |
27.69 |
31.84 |
36.00 |
55.38 |
Contract Call Centre Industry Technical Associate |
29.93 |
34.42 |
38.91 |
59.86 |
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 |
32.58 |
43.44 |
43.44 |
54.30 |
43.44 |
Clerical and Administration Officer Level 1 |
32.58 |
43.44 |
43.44 |
54.30 |
43.44 |
Customer Contact Officer Level 1 |
33.69 |
44.92 |
44.92 |
56.15 |
44.92 |
Clerical and Administration Officer Level 2 |
33.69 |
44.92 |
44.92 |
56.15 |
44.92 |
Customer Contact Officer Level 2 |
35.51 |
47.34 |
47.34 |
59.18 |
47.34 |
Clerical and Administration Officer Level 3 |
35.51 |
47.34 |
47.34 |
59.18 |
47.34 |
Principal Customer Contact Specialist |
37.77 |
50.36 |
50.36 |
62.95 |
50.36 |
Customer Contact Team Leader |
38.75 |
51.66 |
51.66 |
64.58 |
51.66 |
Clerical and Administration Officer Level 4 |
38.75 |
51.66 |
51.66 |
64.58 |
51.66 |
Principal Customer Contact Leader |
41.54 |
55.38 |
55.38 |
69.23 |
55.38 |
Clerical and Administration Officer Level 5 |
41.54 |
55.38 |
55.38 |
69.23 |
55.38 |
Contract Call Centre Industry Technical Associate |
44.90 |
59.86 |
59.86 |
74.83 |
59.86 |
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 am—7 pm |
12 am—7 am & 7 pm—12 am | |||
% of minimum hourly rate | ||||||
125% |
150% |
150% |
175% |
200% |
275% | |
$ |
$ |
$ |
$ |
$ |
$ | |
Customer Contact Trainee |
27.15 |
32.58 |
32.58 |
38.01 |
43.44 |
59.73 |
Clerical and Administration Officer Level 1 |
27.15 |
32.58 |
32.58 |
38.01 |
43.44 |
59.73 |
Customer Contact Officer Level 1 |
28.08 |
33.69 |
33.69 |
39.31 |
44.92 |
61.77 |
Clerical and Administration Officer Level 2 |
28.08 |
33.69 |
33.69 |
39.31 |
44.92 |
61.77 |
Customer Contact Officer Level 2 |
29.59 |
35.51 |
35.51 |
41.42 |
47.34 |
65.09 |
Clerical and Administration Officer Level 3 |
29.59 |
35.51 |
35.51 |
41.42 |
47.34 |
65.09 |
Principal Customer Contact Specialist |
31.48 |
37.77 |
37.77 |
44.07 |
50.36 |
69.25 |
Customer Contact Team Leader |
32.29 |
38.75 |
38.75 |
45.20 |
51.66 |
71.03 |
Clerical and Administration Officer Level 4 |
32.29 |
38.75 |
38.75 |
45.20 |
51.66 |
71.03 |
Principal Customer Contact Leader |
34.61 |
41.54 |
41.54 |
48.46 |
55.38 |
76.15 |
Clerical and Administration Officer Level 5 |
34.61 |
41.54 |
41.54 |
48.46 |
55.38 |
76.15 |
Contract Call Centre Industry Technical Associate |
37.41 |
44.90 |
44.90 |
52.38 |
59.86 |
82.31 |
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 |
27.15 |
30.41 |
33.67 |
48.87 |
Clerical and Administration Officer Level 1 |
27.15 |
30.41 |
33.67 |
48.87 |
Customer Contact Officer Level 1 |
28.08 |
31.44 |
34.81 |
50.54 |
Clerical and Administration Officer Level 2 |
28.08 |
31.44 |
34.81 |
50.54 |
Customer Contact Officer Level 2 |
29.59 |
33.14 |
36.69 |
53.26 |
Clerical and Administration Officer Level 3 |
29.59 |
33.14 |
36.69 |
53.26 |
Principal Customer Contact Specialist |
31.48 |
35.25 |
39.03 |
56.66 |
Customer Contact Team Leader |
32.29 |
36.16 |
40.04 |
58.12 |
Clerical and Administration Officer Level 4 |
32.29 |
36.16 |
40.04 |
58.12 |
Principal Customer Contact Leader |
34.61 |
38.77 |
42.92 |
62.30 |
Clerical and Administration Officer Level 5 |
34.61 |
38.77 |
42.92 |
62.30 |
Contract Call Centre Industry Technical Associate |
37.41 |
41.90 |
46.39 |
67.34 |
9. By deleting the amount “$877.60” appearing in clause C.1.1 and inserting “$899.50”.
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 |
17.45 |
per week |
B. This determination comes into operation on 1 July 2021. 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 2021.
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