PR718840 - Variation - 26 Jun 2020

MA000023  PR718840
FAIR WORK COMMISSION

DETERMINATION


Fair Work Act 2009

s.285—Annual wage review

Annual Wage Review 2019–20
(C2020/1)

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,26 JUNE 2020

Annual Wage Review 2019–20.

A. Further to the decision issued by the majority of the Expert Panel in the Annual Wage Review 2019–20 on 19 June 2020 [[2020] 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

805.10

21.19

Clerical and Administration Officer Level 1

805.10

21.19

Customer Contact Officer Level 1

832.80

21.92

Clerical and Administration Officer Level 2

832.80

21.92

Customer Contact Officer Level 2

877.60

23.09

Clerical and Administration Officer Level 3

877.60

23.09

Principal Customer Contact Specialist

933.50

24.57

Customer Contact Team Leader

957.60

25.20

Clerical and Administration Officer Level 4

957.60

25.20

Principal Customer Contact Leader

1026.70

27.02

Clerical and Administration Officer Level 5

1026.70

27.02

Contract Call Centre Industry Technical Associate

1109.60

29.20

2. By deleting the words “1 July 2019”in clause 15.6(b) and inserting “1 November 2020”.

3. By deleting the amount “$16.73”appearing in clause 18.2(a) and inserting “$17.03”.

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 am7 pm

12 am—7 am &7 pm12 am

 

% of minimum hourly rate

 

100%

125%

125%

150%

175%

250%

 

$

$

$

$

$

$

Customer Contact Trainee

21.19

26.49

26.49

31.79

37.08

52.98

Clerical and Administration Officer Level 1

21.19

26.49

26.49

31.79

37.08

52.98

Customer Contact Officer Level 1

21.92

27.40

27.40

32.88

38.36

54.80

Clerical and Administration Officer Level 2

21.92

27.40

27.40

32.88

38.36

54.80

Customer Contact Officer Level 2

23.09

28.86

28.86

34.64

40.41

57.73

Clerical and Administration Officer Level 3

23.09

28.86

28.86

34.64

40.41

57.73

Principal Customer Contact Specialist

24.57

30.71

30.71

36.86

43.00

61.43

Customer Contact Team Leader

25.20

31.50

31.50

37.80

44.10

63.00

Clerical and Administration Officer Level 4

25.20

31.50

31.50

37.80

44.10

63.00

Principal Customer Contact Leader

27.02

33.78

33.78

40.53

47.29

67.55

Clerical and Administration Officer Level 5

27.02

33.78

33.78

40.53

47.29

67.55

Contract Call Centre Industry Technical Associate

29.20

36.50

36.50

43.80

51.10

73.00

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

21.19

24.37

27.55

42.38

Clerical and Administration Officer Level 1

21.19

24.37

27.55

42.38

Customer Contact Officer Level 1

21.92

25.21

28.50

43.84

Clerical and Administration Officer Level 2

21.92

25.21

28.50

43.84

Customer Contact Officer Level 2

23.09

26.55

30.02

46.18

Clerical and Administration Officer Level 3

23.09

26.55

30.02

46.18

Principal Customer Contact Specialist

24.57

28.26

31.94

49.14

Customer Contact Team Leader

25.20

28.98

32.76

50.40

Clerical and Administration Officer Level 4

25.20

28.98

32.76

50.40

Principal Customer Contact Leader

27.02

31.07

35.13

54.04

Clerical and Administration Officer Level 5

27.02

31.07

35.13

54.04

Contract Call Centre Industry Technical Associate

29.20

33.58

37.96

58.40

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

31.79

42.38

42.38

52.98

42.38

Clerical and Administration Officer Level 1

31.79

42.38

42.38

52.98

42.38

Customer Contact Officer Level 1

32.88

43.84

43.84

54.80

43.84

Clerical and Administration Officer Level 2

32.88

43.84

43.84

54.80

43.84

Customer Contact Officer Level 2

34.64

46.18

46.18

57.73

46.18

Clerical and Administration Officer Level 3

34.64

46.18

46.18

57.73

46.18

Principal Customer Contact Specialist

36.86

49.14

49.14

61.43

49.14

Customer Contact Team Leader

37.80

50.40

50.40

63.00

50.40

Clerical and Administration Officer Level 4

37.80

50.40

50.40

63.00

50.40

Principal Customer Contact Leader

40.53

54.04

54.04

67.55

54.04

Clerical and Administration Officer Level 5

40.53

54.04

54.04

67.55

54.04

Contract Call Centre Industry Technical Associate

43.80

58.40

58.40

73.00

58.40

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

26.49

31.79

31.79

37.08

42.38

58.27

Clerical and Administration Officer Level 1

26.49

31.79

31.79

37.08

42.38

58.27

Customer Contact Officer Level 1

27.40

32.88

32.88

38.36

43.84

60.28

Clerical and Administration Officer Level 2

27.40

32.88

32.88

38.36

43.84

60.28

Customer Contact Officer Level 2

28.86

34.64

34.64

40.41

46.18

63.50

Clerical and Administration Officer Level 3

28.86

34.64

34.64

40.41

46.18

63.50

Principal Customer Contact Specialist

30.71

36.86

36.86

43.00

49.14

67.57

Customer Contact Team Leader

31.50

37.80

37.80

44.10

50.40

69.30

Clerical and Administration Officer Level 4

31.50

37.80

37.80

44.10

50.40

69.30

Principal Customer Contact Leader

33.78

40.53

40.53

47.29

54.04

74.31

Clerical and Administration Officer Level 5

33.78

40.53

40.53

47.29

54.04

74.31

Contract Call Centre Industry Technical Associate

36.50

43.80

43.80

51.10

58.40

80.30

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

26.49

29.67

32.84

47.68

Clerical and Administration Officer Level 1

26.49

29.67

32.84

47.68

Customer Contact Officer Level 1

27.40

30.69

33.98

49.32

Clerical and Administration Officer Level 2

27.40

30.69

33.98

49.32

Customer Contact Officer Level 2

28.86

32.33

35.79

51.95

Clerical and Administration Officer Level 3

28.86

32.33

35.79

51.95

Principal Customer Contact Specialist

30.71

34.40

38.08

55.28

Customer Contact Team Leader

31.50

35.28

39.06

56.70

Clerical and Administration Officer Level 4

31.50

35.28

39.06

56.70

Principal Customer Contact Leader

33.78

37.83

41.88

60.80

Clerical and Administration Officer Level 5

33.78

37.83

41.88

60.80

Contract Call Centre Industry Technical Associate

36.50

40.88

45.26

65.70

9. By deleting the amount “$862.50”appearing in clause C.1.1 and inserting “$877.60”.

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

17.03

per week

B. This determination comes into operation on 1 November 2020. 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 November 2020.

PRESIDENT

Printed by authority of the Commonwealth Government Printer

About this document
(1)
Code:
PR718840
Title:
PR718840 - Variation - 26 Jun 2020
Effective:
26 Jun 2020
Updated:
28 Jun 2020
Related Information
1.0.11.0 SD