6. Definitions
Award
Best Practice
Call Centre
Certified Agreement
Code of Practice
Employee
Employer
Employer Association
Government Agency
Party
Union
Award
Legally enforceable determination made by the Commonwealth and/or Queensland Industrial Relations Commissions containing the minimum terms and conditions of employment to be met by an employer.
Best Practice
Continuous improvement of processes, products and services to ensure world-class standards of performance.
Call Centre
For the purposes of applying the code, call centres are seen broadly as work areas using telephone and computer technology to deliver services to customers. It is noted that some call centres are now called ‘total customer service points’ or ‘contact centres’ to reflect the more integrated use of electronic communication such as e-mail and the internet.
Call centres would include many internal and external government services such as
information services, booking and sales services, computer help-desk services, customer contact points and other areas that might not initially view themselves as ‘call centres’. The broadest view of the application of the term should be taken
Certified Agreement
An agreement between an employer and a group of employees on the terms and conditions of employment and certified by the Queensland Industrial Relations Commission.
Code of Practice
A document that outlines and establishes principles and standards of behaviour.
Employee
A person whose employment is governed by a contract of service or a person deemed to be an employee under the Queensland Industrial Relations Act 1999.
Employer
A person, corporation, enterprise or organisation that employs a person or persons under a contract of service or a person deemed to be an employer under the Queensland Industrial Relations Act 1999.
Employer Association
An association whose membership generally consists of employers who operate in the construction or related industries and is registered under the Workplace Relations Act (Commonwealth) and/or the Queensland Industrial Relations Act 1999.
Government Agency
- Any department or statutory body as those expressions are defined in the Financial Administration and Audit Act 1977; and
- Any government owned corporation and its subsidiaries where the shareholding Ministers have given a notification pursuant to section 123 of the Government Owned Corporations Act 1993.
Party
Includes but is not limited to clients; agents of clients; principals; contractors; subcontractors; suppliers; consultants; employees; unions, including their officials, employees and members; and industry associations while undertaking a representative role.
Union
An organisation of employees working in the call centre or related industries that is registered under the Workplace Relations Act (Commonwealth) and/or the Queensland Industrial Relations Act 1999.
Last updated July 21, 2009
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