Contract Call Centres Award.

Contract Call Centres Award 2020 (MA000023) covers contract call centres, labour hire into contract call centres. Common roles include inbound customer contact, outbound customer contact and telephone sales, email and internet customer contact, call centre team leadership. This award covers outsourced call centres only: a business whose principal function is supplying inbound or outbound customer contact services to a number of clients on a contract basis, independent of those clients, plus labour hire into those businesses (clause 4.2). A call centre run inside a business for that business is excluded (clause 4.5(b)), as are directors and managers who can hire and fire (clause 4.5(c)). A bank's or insurer's own contact centre can instead fall under the Banking & Finance Award, whose industry definition includes telephone enquiries and which excludes contract call centres (its clauses 4.2 and 4.3). The Sunday rate depends on the time of day: 150% between 7.00 am and 7.00 pm and 175% before 7.00 am or after 7.00 pm (clause 21.1(a)). Outside a rotating roster, a day worker can work Sunday ordinary hours only between 7.00 am and 7.00 pm and only by individual agreement (clause 13.8). Saturday is 125% all day, and day work before 7.00 am or after 7.00 pm Monday to Friday is also 125% (clause 21.1(a)). The 115% afternoon and night shift and 130% permanent night shift loadings apply only to employees the employer designates as shiftworkers (clause 21.2(a)), and a designated shiftworker on an afternoon or night shift is paid 200% on a public holiday rather than 250%, with a 3 hour minimum (clause 27.4(a)). Casual penalties are additive, but casual overtime compounds: 187.5% for the first 3 hours Monday to Saturday, then 250%, and 250% on a Sunday (clause 20.1(a)). The casual public holiday rates, 275% for day work and 225% on an afternoon or night shift, appear only in Schedules B.2.1 and B.2.2, not in clause 27.4. Annual leave loading is 17.5% or the clause 21 penalties you would have earned, whichever is greater, and it is not paid on pro rata annual leave on termination (clause 22.5). The lowest rate in the award is $1,029.10 a week, above the National Minimum Wage. The Clerks (Private Sector) Award does not cover employers covered by this award for the employees it covers (clause 4.4(i) of that award).

Full-time and part-time employees are paid 125% of the base hourly rate (1.25x) for working on Saturday. Casuals receive 150% (the FT rate plus the 25% casual loading).

FT/PT employees are paid 150% of the base hourly rate (1.50x) for Sunday work. Casuals receive 175% (the FT rate plus the 25% casual loading). Not every Sunday hour is paid at that rate: Sunday ordinary hours before 7.00 am or after 7.00 pm, 175% or 200% for a casual (clause 21.1(a)).

FT/PT employees who work on a gazetted public holiday are paid 250% of the base hourly rate (2.50x). Casuals receive 275% (the FT rate plus the 25% casual loading). Employees who don't work the holiday receive their ordinary day's pay if it would otherwise have been a working day. Not every public holiday hour is paid at that rate: Public holiday worked on an afternoon or night shift, 200% or 225% for a casual (clause 27.4(a), Schedule B.2.2).

4 weeks per year of full-time service under the NES, paid pro-rata for part-time. The Contract Call Centres Award does not classify any of its workers as continuous-shift workers under NES s.87(1)(b), so the 5-week shift-worker entitlement does not apply. Calculate annual leave accrual →

Day workers get the greater of 17.5% or the weekend penalty rates they would have earned during the leave, not both. Shift workers get the greater of 17.5% or the weekend and shift penalties they would have earned. Leave loading calculator →

25% on top of the base hourly rate, paid in place of entitlements a casual does not get, such as paid annual leave and paid personal/carer's leave. Casual loading is added to the FT/PT rate for Saturday, Sunday, public holidays, afternoon or evening shifts, night shifts and permanent night shifts.

No. The Contract Call Centres Award does not include a formal RDO accrual cycle. Time off in lieu of overtime (TOIL) may still be available where the employer and employee agree, but it works differently from a formal RDO and is not automatically accrued.

Yes. Under this award, afternoon-shift work attracts 115% of the base hourly rate (1.15x); night-shift work attracts 115% of the base hourly rate (1.15x); permanent night shift attracts 130% of the base hourly rate (1.30x). For casuals, the 25% casual loading is added on top of these penalty rates.

The Fair Work Commission reviews award minimum rates each year in the Annual Wage Review. The rates on this page took effect from 1 July 2026. The official source is the FWO Pay Calculator, which always reflects the current rates. Open the FWO Pay Calculator →