4.2 Workplace Health and Safety
4.2.1 Workplace Health and Safety Management Systems
4.2.2 Workers' compensation insurance
The Queensland Government attaches a very high priority to the improvement of workplace health and safety for participants in the call centre industry. It is imperative that workplace health and safety management is integral to the culture of the industry.
Agencies and signatories are required to implement comprehensive management systems, ensuring a safe working environment, in compliance with existing workplace health and safety legislation as it applies to the unique circumstances of the call centre industry.
4.2.1 Workplace Health and Safety Management Systems
Agencies and signatories are required to ensure that quality workplace health and safety management systems are implemented and maintained to ensure a high standard of performance.
Implementation of a managed and systematic approach to health and safety will lead to definition of roles, duties and responsibilities for agencies, employers, management at all levels and employees.
Factors that should be considered in the workplace health and safety management system include:
- regular rest breaks from telephones and/or keyboards;
- appropriate ergonomic design of furniture and headsets;
- noise reduction;
- appropriate call volume targets;
- manual tasks;
- headset use;
- stressful working conditions; and
- appropriate work organisation.
4.2.2 Workers’ Compensation Insurance
WorkCover Queensland legislation provides benefits for workers who are injured in their employment and protection for employers. Signatories are to ensure all applicable requirements of this legislation are met, including the payment of any premiums or charges levied in respect of all workers and the provision of rehabilitation for injured workers.
No party shall require or compel any party, either directly or indirectly, to pay workers’ compensation benefits above the statutory obligation to do so under the Workplace Health and Safety Act 1995 (PDF, 766 KB) and/or registered agreements.
Last updated July 22, 2005
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