In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
What is an RDO?
The RDO or Rostered Day Off is a paid day of leave in a roster period that is enabled by working additional time each working day to accrue the extra time needed for the day off.
Still common on unionised sites and throughout the Public Sector, an RDO typically forms part of an Award or Registered Agreement that sets out the number of hours required to work, when they can be used etc.
You can find specific information about RDOs by Award or Agreement on the Fair Work Australia website.
As RDOs are still quite common in many workplaces, including the contact centre industry in Australia, we’ve listed a number of FAQs related to RDOs below.
You may also be interested in our 2024 Australian Call Centre Salary Guide which contains specific salary benchmarking and award information for contact centre workers.
So how often do you get a Rostered Day Off?
For most businesses, an RDO is typically one day off every fortnight (two weeks) or month (four weeks).
How does a Rostered Day Off work?
A Rostered Day Off works on the premise that you are working a little bit of extra time every day so you can accrue enough time to have a full shift rostered off, and still get paid.
So whilst it might appear to be a ‘free’ day off where you are still getting paid, the reality is you have earned the day off by working the time already.
How is an RDO calculated?
Using the public sector as an example, a standard workday is often 7.6 hours (which is 7 hours, 36 minutes)
If employees still work 8 hours each day, they accrue an additional 0.4 hours (24 minutes) for each day they work.
Over a standard month, by working 19 days with an extra 24 minutes, they have accrued 7.6 hours.
This enables employees to have a fully rostered day off once a month.
What are the benefits of a Rostered Day Off?
The general premise is that it enables the employee to have a rostered day off every fortnight/month etc, so they can schedule activities outside of work and save their annual leave for a holiday.
There is also a belief that allowing employees an RDO each month makes them less likely to take unscheduled sick leave.
Am I entitled to an RDO if I work part time?
Yes, although it does depend on your Award/Agreement.
Part-time employees can accumulate RDOs on a pro rata basis or be paid for all hours they work instead of accumulating any RDOs.
Do casual employees get an RDO?
No. But they should be paid for any additional time they work.
When do I have to take my RDO?
Most RDOs are on an agreed day/date with your employer and a minimum notice period may apply. This can typically be:
- On the same day each fortnight/month.
- On request by the employee with an agreed minimum notice period.
Can I save up my RDOs to use all at once?
Depending on your Award or Agreement, it may be possible to accrue/bank some of your RDOs to use all at once, say for week’s holiday. Limits may apply to the maximum number of days you can accrue.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)