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Victorian Government Call Centre Policy

The Victorian Government aims to ensure that call centre work is carried out fairly, efficiently and safely.

The Victorian Government has created a Call Centre Code to help people understand their responsibilities in relation to the call centre industry.

The Code outlines legal obligations and provides guidance on industry best practice.

The Code sets out:

  • employee minimum entitlements
  • occupational health and safety
  • anti-discrimination
  • management and organisation of work
  • compliance – monitoring and sanctions

Call Centre Code considerations

The Code applies to government call centres and private sector call centre service providers contracted to the Victorian Government.

The Victorian Government encourages all industry participants within the call centre industry to adopt and adhere to the Code.

The Call Centre Code sets out a framework for government buyers to assess whether businesses have satisfied the requirements of the Code.

The Code must be included in all invitations-to-supply documents. Compliance with the Code is a mandatory consideration when evaluating a supplier's response.

To ensure businesses supplying call centre services to the Victorian Government are complying with the Code, suppliers are required to lodge a completed Checklist for Compliance with the Call Centre Code, including a signed Declaration of Compliance with their offer.

Compliance with the Code is a condition of any contract in which a private sector organisation provides call centre services to the Victorian Government. A model clause has been developed and must be included in all procurement contracts. This clause creates a binding contractual obligation on the supplier to comply with the Code.

Need help?

Industrial Relations Victoria can provide information and assistance about the Victorian Government Call Centre Policy.


Reviewed 30 March 2021

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