PR729278 - Variation - 25 Jun 2021

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

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
(full-time employee)

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 am7 pm

12 am7 am &7 pm12 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.

PRESIDENT

Printed by authority of the Commonwealth Government Printer

About this document
(1)
Code:
PR729278
Title:
PR729278 - Variation - 25 Jun 2021
Effective:
25 Jun 2021
Updated:
27 Jun 2021
Related Information
1.0.11.0 SC