MA000023Fully builtEffective 1 July 2025

Contract Call Centres Award

Covers contract call centre operators providing telephone and electronic communication services to external clients. Twelve classifications across two streams plus a specialist tier — Customer Contact (Trainee + Officer L1/L2 + Principal Specialist + Team Leader + Principal Leader), Clerical and Administration (Officer L1-L5), and Contract Call Centre Industry Technical Associate. Customer Contact Officer Level 2 / Clerical and Administration Officer Level 3 share the standard rate ($1,068.40 / week). Built around a restricted annualised wage option for the three highest classifications, multiple penalty substitution rules, distinctive remote service / support overtime minimums by start time, and a stand-by allowance computed as 20% of the minimum hourly rate per hour.

Fully built. Rates, allowances, penalties and any required apprentice / junior rates are all wired to the rate resolver and have been verified against the consolidated award text and the latest pay guide.

What's built

All 12 cl. 15.1 classifications across two streams plus the Technical Associate specialist — Customer Contact Trainee through Principal Customer Contact Leader (6 levels), Clerical and Administration Officer Level 1 through Level 5 (5 levels), and Contract Call Centre Industry Technical Associate. CCO L2 and CAO L3 share the standard rate.
Junior rates per cl. 15.2 — 15 / 16 / 17 / 18+ years at 50 / 60 / 70 / 100% of the relevant adult rate, applied across all 12 classifications. The jump from 70% to 100% at age 18 is distinctive.
Two-column overtime model — Mon-Sat first 3 hours at 150% (FT/PT) / 187.5% (casual, loading × OT), after 3 hours at 200% / 250%, Sunday at 200% / 250%, public holiday at 250%. Saturday / Sunday OT minimum 3 hours unless adjacent to ordinary hours (cl. 20.2). 20-min paid OT rest break after 4 hours (cl. 20.3). TOIL hours-for-hours, 6 months to take, pay-out at termination.
Granular time-of-day penalty rate model (cl. 21.1) — Mon-Fri before 7am or after 7pm 125% (FT/PT) / 150% (casual). Saturday all hours 125% / 150%. Sunday inside the spread 7am-7pm 150% / 175%; Sunday before 7am or after 7pm 175% / 200%. Public holiday 250%.
Shift penalty rates (cl. 21.2) — afternoon and night shifts 115%, permanent night 130%. Apply ONLY to employees designated by the employer as shiftworkers. Saturday / Sunday penalty rates substitute for shift penalties (cl. 21.1(d)); Mon-Fri time-of-day penalties do not apply when shift penalties apply (cl. 21.1(c)).
Annualised wage arrangements (cl. 17) — restricted to Principal Customer Contact Leader, Clerical and Administration Officer Level 5, and Contract Call Centre Industry Technical Associate (full-time only). Covers cl. 13 hours, cl. 14 breaks, cl. 15.1 minimum rates, cl. 15.4 higher duties, cl. 16 payment, cl. 18 allowances, cl. 20 overtime, cl. 21 penalty rates, cl. 22.5 annual leave loading, cl. 27.4 PH payment. 12-month reconciliation with 14-day shortfall pay; time records and employee acknowledgement each pay period.
Ten cl. 18 allowances — first aid ($20.73 / week), motor vehicle ($0.98 / km casual basis), telephone reimbursement, meal allowance ($17.93 — paid when entitled to OT rest break per cl. 20.3 unless notified previous day or live in same locality), distant work + travel time at ordinary rate (max 12 hours / 24 OR 8 hours if sleeping berth provided), travelling meal ($17.93 per meal), relocation expenses, safe travel allowance, plus stand-by computed as 20% of min hourly rate per hour.
Pay frequency weekly / fortnightly default; 4-weekly OR monthly by majority OR individual agreement (cl. 16.2). Cash, cheque or EFT permitted. Pay day prior to a public holiday (cl. 16.1(e)). Termination wages within 7 days.
Default super funds — AustralianSuper and CareSuper (cl. 19.4 PR794720 ppc 23 Jan 2026).
Higher duties — paid at the higher classification rate when relieving in a higher job for at least 1 ordinary rostered day or shift (cl. 15.4) — short threshold compared to most awards.
Tiered fail-to-rest 150% first 3 hours / 200% after (cl. 20.4(b)(ii)) — distinctive vs the typical flat 200%.
Remote service / support overtime minimums by start time (cl. 20.7) — 30 min if work starts 5am-10pm, 1 hour if starts 10pm-midnight, 1.5 hours if starts midnight-5am. Excluded if continuous with ordinary hours.

Known limitations

The previous seeder used 5 generic Level 1-5 classification codes with FABRICATED rates that don't match any source classification. Existing employees mapped to those generic codes need re-classification to the actual two-stream / specialist structure. Suggested mappings: LEVEL_1 → CC_TRAINEE / CAO_LEVEL_1; LEVEL_2 → CCO_LEVEL_1 / CAO_LEVEL_2; LEVEL_3 → CCO_LEVEL_2 / CAO_LEVEL_3 (same rate); LEVEL_4 → CC_TEAM_LEADER / CAO_LEVEL_4; LEVEL_5 → PRINCIPAL_CC_LEADER / CAO_LEVEL_5.
Stand-by allowance (cl. 20.8) is 20% of the min hourly rate per hour — not a flat dollar amount. The placeholder allowance row carries amount = 0 and the resolver must compute it per-classification at runtime. Not paid during overtime periods (cl. 20.8(b)).
Casual overtime rates use the 'loading × OT' pattern (187.5% / 250%) per cl. 20.1 NOTE — distinct from the additive pattern used in some other awards (which would produce 175% / 225%). Resolver must apply the correct pattern.
Multiple penalty substitution rules — OT substitutes for cl. 21 penalties and cl. 27 PH (cl. 20.9), Sat / Sun penalties substitute for shift penalties (cl. 21.1(d)), Mon-Fri penalties not applied when shift penalties apply (cl. 21.1(c)). Schema currently allows additive stacking; resolver must implement substitution.
Remote service / support OT minimums (cl. 20.7) are tiered by start time window. Schema doesn't natively model time-window-based minimums; resolver must enforce the 30 / 60 / 90 min thresholds.
Fail-to-rest is TIERED (150% first 3 hours / 200% after) — distinct from most awards' flat 200%. Resolver must apply the tier.
Annualised wage eligibility is restricted to 3 specific classifications + FT only. UI must enforce eligibility before allowing arrangement creation.

Setup & special instructions

Standard rate for the award is Customer Contact Officer Level 2 / Clerical and Administration Officer Level 3 (both at $1,068.40 / week — same rate). The two classifications share the standard rate per cl. 2.
Junior rates jump from 70% (17 years) to 100% (18+) — there is no 80% / 90% intermediate band as in many other awards.
Casual overtime is 187.5% (first 3 hours) / 250% (after 3 hours) — calculated as 25% loading TIMES the OT multiplier (1.25 × 1.5 / 1.25 × 2.0). Do NOT add the 25% loading on top of OT.
Stand-by allowance is 20% of the employee's minimum hourly rate per hour while on stand-by. NOT paid during periods earning the overtime rate (cl. 20.8(b)).
Saturday is 125% (FT/PT) / 150% (casual) — NOT 150% / 175% as in many other awards.
Sunday splits into inside-spread (7am-7pm) at 150% / 175% and outside-spread at 175% / 200%. The split is at the spread of ordinary hours, NOT at the typical 7am/7pm noon boundaries.
Mon-Fri before 7am or after 7pm earns a 125% / 150% time-of-day penalty — but NOT when shift penalties apply (cl. 21.1(c)).
Sat / Sun penalty rates SUBSTITUTE for shift penalties (cl. 21.1(d)) — when working Sat / Sun, the shift penalty does NOT stack on top.
Annualised wage arrangements are eligible only for Principal Customer Contact Leader, Clerical and Administration Officer Level 5, and Contract Call Centre Industry Technical Associate (full-time only).
Remote service / support overtime minimum payments tier by start time: 30 min for 5am-10pm starts, 1 hour for 10pm-midnight, 1.5 hours for midnight-5am. Distinct from the cl. 20.6 call-back minimum of 3 hours (which applies to physical recall, not remote work).
Higher duties — pay the higher classification rate when relieving for at least 1 ordinary rostered day or shift (cl. 15.4) — short threshold; expect frequent application.
Pay day before a public holiday — wages must be paid on the working day prior to the normal pay day (cl. 16.1(e)).

Industries

• Contract call centres
• Customer service
• Clerical and administration
• Outbound telesales
• Inbound customer support
• Technical support
• Help desk

Read the consolidated award

MA000023 on Fair Work Library

The consolidated award text is the authoritative source. Always confirm specific obligations against the award itself — Mployr's implementation status reflects what we've seeded; it does not replace legal advice.

Want to see this award running on your data?

We can demo a pay run on the contract call centres award using sample employees in a sandbox tenant — including any of the special-instruction steps above so you can see exactly what your team's day-to-day looks like.

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Contract Call Centres Award

What's built

All 12 cl. 15.1 classifications across two streams plus the Technical Associate specialist — Customer Contact Trainee through Principal Customer Contact Leader (6 levels), Clerical and Administration Officer Level 1 through Level 5 (5 levels), and Contract Call Centre Industry Technical Associate. CCO L2 and CAO L3 share the standard rate.
Junior rates per cl. 15.2 — 15 / 16 / 17 / 18+ years at 50 / 60 / 70 / 100% of the relevant adult rate, applied across all 12 classifications. The jump from 70% to 100% at age 18 is distinctive.
Two-column overtime model — Mon-Sat first 3 hours at 150% (FT/PT) / 187.5% (casual, loading × OT), after 3 hours at 200% / 250%, Sunday at 200% / 250%, public holiday at 250%. Saturday / Sunday OT minimum 3 hours unless adjacent to ordinary hours (cl. 20.2). 20-min paid OT rest break after 4 hours (cl. 20.3). TOIL hours-for-hours, 6 months to take, pay-out at termination.
Granular time-of-day penalty rate model (cl. 21.1) — Mon-Fri before 7am or after 7pm 125% (FT/PT) / 150% (casual). Saturday all hours 125% / 150%. Sunday inside the spread 7am-7pm 150% / 175%; Sunday before 7am or after 7pm 175% / 200%. Public holiday 250%.
Shift penalty rates (cl. 21.2) — afternoon and night shifts 115%, permanent night 130%. Apply ONLY to employees designated by the employer as shiftworkers. Saturday / Sunday penalty rates substitute for shift penalties (cl. 21.1(d)); Mon-Fri time-of-day penalties do not apply when shift penalties apply (cl. 21.1(c)).
Annualised wage arrangements (cl. 17) — restricted to Principal Customer Contact Leader, Clerical and Administration Officer Level 5, and Contract Call Centre Industry Technical Associate (full-time only). Covers cl. 13 hours, cl. 14 breaks, cl. 15.1 minimum rates, cl. 15.4 higher duties, cl. 16 payment, cl. 18 allowances, cl. 20 overtime, cl. 21 penalty rates, cl. 22.5 annual leave loading, cl. 27.4 PH payment. 12-month reconciliation with 14-day shortfall pay; time records and employee acknowledgement each pay period.
Ten cl. 18 allowances — first aid ($20.73 / week), motor vehicle ($0.98 / km casual basis), telephone reimbursement, meal allowance ($17.93 — paid when entitled to OT rest break per cl. 20.3 unless notified previous day or live in same locality), distant work + travel time at ordinary rate (max 12 hours / 24 OR 8 hours if sleeping berth provided), travelling meal ($17.93 per meal), relocation expenses, safe travel allowance, plus stand-by computed as 20% of min hourly rate per hour.
Pay frequency weekly / fortnightly default; 4-weekly OR monthly by majority OR individual agreement (cl. 16.2). Cash, cheque or EFT permitted. Pay day prior to a public holiday (cl. 16.1(e)). Termination wages within 7 days.
Default super funds — AustralianSuper and CareSuper (cl. 19.4 PR794720 ppc 23 Jan 2026).
Higher duties — paid at the higher classification rate when relieving in a higher job for at least 1 ordinary rostered day or shift (cl. 15.4) — short threshold compared to most awards.
Tiered fail-to-rest 150% first 3 hours / 200% after (cl. 20.4(b)(ii)) — distinctive vs the typical flat 200%.
Remote service / support overtime minimums by start time (cl. 20.7) — 30 min if work starts 5am-10pm, 1 hour if starts 10pm-midnight, 1.5 hours if starts midnight-5am. Excluded if continuous with ordinary hours.

Known limitations

The previous seeder used 5 generic Level 1-5 classification codes with FABRICATED rates that don't match any source classification. Existing employees mapped to those generic codes need re-classification to the actual two-stream / specialist structure. Suggested mappings: LEVEL_1 → CC_TRAINEE / CAO_LEVEL_1; LEVEL_2 → CCO_LEVEL_1 / CAO_LEVEL_2; LEVEL_3 → CCO_LEVEL_2 / CAO_LEVEL_3 (same rate); LEVEL_4 → CC_TEAM_LEADER / CAO_LEVEL_4; LEVEL_5 → PRINCIPAL_CC_LEADER / CAO_LEVEL_5.
Stand-by allowance (cl. 20.8) is 20% of the min hourly rate per hour — not a flat dollar amount. The placeholder allowance row carries amount = 0 and the resolver must compute it per-classification at runtime. Not paid during overtime periods (cl. 20.8(b)).
Casual overtime rates use the 'loading × OT' pattern (187.5% / 250%) per cl. 20.1 NOTE — distinct from the additive pattern used in some other awards (which would produce 175% / 225%). Resolver must apply the correct pattern.
Multiple penalty substitution rules — OT substitutes for cl. 21 penalties and cl. 27 PH (cl. 20.9), Sat / Sun penalties substitute for shift penalties (cl. 21.1(d)), Mon-Fri penalties not applied when shift penalties apply (cl. 21.1(c)). Schema currently allows additive stacking; resolver must implement substitution.
Remote service / support OT minimums (cl. 20.7) are tiered by start time window. Schema doesn't natively model time-window-based minimums; resolver must enforce the 30 / 60 / 90 min thresholds.
Fail-to-rest is TIERED (150% first 3 hours / 200% after) — distinct from most awards' flat 200%. Resolver must apply the tier.
Annualised wage eligibility is restricted to 3 specific classifications + FT only. UI must enforce eligibility before allowing arrangement creation.

Setup & special instructions

Standard rate for the award is Customer Contact Officer Level 2 / Clerical and Administration Officer Level 3 (both at $1,068.40 / week — same rate). The two classifications share the standard rate per cl. 2.
Junior rates jump from 70% (17 years) to 100% (18+) — there is no 80% / 90% intermediate band as in many other awards.
Casual overtime is 187.5% (first 3 hours) / 250% (after 3 hours) — calculated as 25% loading TIMES the OT multiplier (1.25 × 1.5 / 1.25 × 2.0). Do NOT add the 25% loading on top of OT.
Stand-by allowance is 20% of the employee's minimum hourly rate per hour while on stand-by. NOT paid during periods earning the overtime rate (cl. 20.8(b)).
Saturday is 125% (FT/PT) / 150% (casual) — NOT 150% / 175% as in many other awards.
Sunday splits into inside-spread (7am-7pm) at 150% / 175% and outside-spread at 175% / 200%. The split is at the spread of ordinary hours, NOT at the typical 7am/7pm noon boundaries.
Mon-Fri before 7am or after 7pm earns a 125% / 150% time-of-day penalty — but NOT when shift penalties apply (cl. 21.1(c)).
Sat / Sun penalty rates SUBSTITUTE for shift penalties (cl. 21.1(d)) — when working Sat / Sun, the shift penalty does NOT stack on top.
Annualised wage arrangements are eligible only for Principal Customer Contact Leader, Clerical and Administration Officer Level 5, and Contract Call Centre Industry Technical Associate (full-time only).
Remote service / support overtime minimum payments tier by start time: 30 min for 5am-10pm starts, 1 hour for 10pm-midnight, 1.5 hours for midnight-5am. Distinct from the cl. 20.6 call-back minimum of 3 hours (which applies to physical recall, not remote work).
Higher duties — pay the higher classification rate when relieving for at least 1 ordinary rostered day or shift (cl. 15.4) — short threshold; expect frequent application.
Pay day before a public holiday — wages must be paid on the working day prior to the normal pay day (cl. 16.1(e)).