Annual Leave

Annual Leave for full-time workers in Australia is 4 weeks per calendar year and forms part of the National Employment Standards (NES).

The NES applies to all employees covered by the national workplace relations system, regardless of any award, agreement or contract.

This includes the award for call centres known as the Contract Call Centres Award 2010.

The NES includes the minimum entitlements to annual leave, how and when annual leave can be taken, and the pay rate employees should receive.

Do casual call centre workers also receive annual leave?

Currently, no.

The premise behind casual work is that you get paid a premium above the standard full-time rate as compensation for the fact you don’t accrue any annual leave or sick leave entitlements.

I say ‘currently’ because the Australian Government is currently reviewing casual workers entitlements which is set for a fiery debate in 2019.

What is Leave Loading?

For some industry sectors employees receive a leave loading on top of their annual leave payment.

The leave loading rate can be as high as 17.5% depending on your award, enterprise agreement or contract.

So when you receive your annual leave pay, if you are eligible you will also receive a nice 17.5% bonus!

What about part-time work?

Yes, part-time call centres workers are entitled to annual leave and the rate is accrued pro-rata.

So if you worked 25 hours per week you would still get four weeks holidays, paid at the 25 hours per week rate.

Upcoming Industry Events:

Chief Customer Officer Online ANZ

Event Organiser:
Corinium Intelligence

Budgets have been cut and CX professionals are expected to stay ahead of the curve and generally do more with less. Join Australia and New Zealand's leading CX experts as we discuss what's next in CX over for three FREE days of insights at CCO Online A/NZ!

Customer Service ‘Excellence’ – October 2020

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CX Skills

The October 2020 Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments. The course is facilitated by global contact centre expert Daniel Ord over 4 x 4-hour sessions via ZOOM.

Auscontact 2020 Virtual Conference

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Given the challenges with COVID, this year the Auscontact 2020 National Conference will be virtual with a guest panel sharing their learnings and insights and Auscontact's new Research partner will present the findings from the latest Consumer CX Insights report.

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