This article provides guidelines about when to use the different work types and tags that are included as part of the pre-built Contract Call Centres Award package. For further information about this industry award, please refer to: Contract Call Centres Award.
Key updates
See the current financial year tab to see award updates for the 2026/27 financial year.
1st
We have updated the award to reflect the Fair Work Commission's National Minimum Wage increase detailed in the Annual Wage Review 2026 decision, and also includes updates to expense-related allowances. You can find more information on the Determinations here and here.
These changes come into effect from the first full pay period on or after the 1st July 2026. Please install these updates after you have finalised your last pay run before the first full pay period beginning on or after the 1st July 2026.
30th
We have introduced a new suite of configurations for Salaried Employment Agreements to allow the employers to manage the salaried employees, who are under Individual flexibility arrangements, directly within the award instead of having to remove them.
This introduction, which is an enhancement rather than a legislative update requirement, includes the items below if they do not already exist within an award:
- Rule Set to disregard timesheets.
- Pay Rate Templates.
- Employment Agreements for all employee types (full-time, part-time, and casual).
For detailed information on the changes, please refer to our guide here.
We have also renamed all leave allowance templates by adding the award code as a prefix. This ensures each template can be accurately associated with its respective award, particularly in cases where template names are identical.
22nd
We have updated the award to reflect changes in the First Aid allowance payment, which is now paid weekly instead of hourly. This is to ensure alignment with the latest pay guide.
1st
We have updated the award to reflect the Fair Work Commission's National Minimum Wage increase detailed in the Annual Wage Review 2024-25 decision and also includes updates to expense-related allowances. You can find more information on the Determinations here and here.
These changes come into effect from the first full pay period on or after the 1st July 2025. Please install these updates after you have finalised your last pay run before the first full pay period beginning on or after the 1st July 2025.
1st
We have updated the award to reflect the Fair Work Commission's National Minimum Wage increase detailed in the Annual Wage Review 2023-24 decision and also includes updates to expense-related allowances. You can find more information on the Determinations here and here.
These changes come into effect from the first full pay period on or after the 1st July 2024. Please install these updates after you have finalised your last pay run before the first full pay period beginning on or after the 1st July 2024.
Install the pre-built award package
To read details on how to install and configure this Pre-built Award Template, please review the following article. While every effort is made to provide a high-quality service, Employment Hero does not accept responsibility for, guarantee, or warrant the accuracy, completeness, or up-to-date nature of the service. Before relying on the award information, users should carefully evaluate its accuracy, currency, completeness, and relevance for their purposes. You should also obtain appropriate professional advice.
The award default Rule Set Period is set to Weekly that ends every Sunday. If you follow a different work pattern or roster period, you can review and set the rule-set period date that applies to your organisation.
Conditions of pay
| Clause | Conditions | |
|---|---|---|
| Maximum hours over a period. |
13.1 13.3 10.4 |
|
| Maximum hours per day. |
13.2 13.7 (a) (ii) |
|
| Overtime. | 20.1 |
|
| Span of hours. |
13.6 13.8 |
|
| TIL / RDO. | 20.5 |
|
| Clause | Conditions | |
|---|---|---|
| Saturday ordinary. | 21.1 |
|
| Shiftwork. | 21.2 |
|
| Sunday. | 21.1 |
|
| Public Holidays. | 27.4 |
|
| Clause | Conditions | |
|---|---|---|
| Annual Leave Loading. | 22.5 |
|
| Auto meal breaks. |
14.1 14.3 |
|
| Call-back. | 20.6 |
|
| Higher Duties. | 15.4 |
|
| Make-up Time. | 13.11 |
|
| Minimum break between shifts. | 20.4 |
|
| Minimum shift engagement. |
11.2 20.2 27.4 10.3 |
|
| Remote service/support. | 20.7 |
|
| Stand-by. |
20.8 |
|
| Travelling time. | 18.3(e) |
|
Special notes
- Annualised Salary Employee.
- Per clause 17.2, where employees are paid an annual salary, please use the employment agreement “Annualised Wages”. Employees would be paid earnings by default and timesheet submitted for tracking purposes. Please refer to this article for more information on setting up employees with annualised wage arrangements.
- Stand-by.
- Per clause 20.8, Employee can only be paid either Stand-by or Call-back in the same shift. Timesheet approver will need to ensure that only one work type will apply on the same shift.
- Shiftworkers on a Permanent Night shift.
- Should have both tags “Shiftworker” and “Permanent Night Shift”
- The clauses listed in the table below were not included in the award. If you need any of these clauses, it is necessary to create or customise the award.
| Clause no. | Clause Name | Details |
|---|---|---|
| 14 | Breaks. |
Need to customise rules:
|
| 15.5 | Supported wage system. |
Need to create Pay Rate Templates and Employment Agreements. Employee receiving a supported wage (see Schedule D—Supported Wage System). |
| 15.6(a) | National training wage. |
Need to create Pay Rate Templates and Employment Agreements.
|
| 18.3(e) | Payment for travelling. |
Need to customise rules:
|
| 27.3 |
Substitution of certain public holidays by agreement at the enterprise. |
Need to customise rules: |
Work types
Work types are a description of the kind of shift you are working, and you select them when you record a timesheet. The following is a list of work types employees can select on their timesheet, and the meaning of each item.
| 12 hrs by agreement. | Choose this work type if by agreement an employee can work 12 ordinary hours in a shift. |
| Annual Leave Taken. | Choose this work type when annual leave is taken. |
| Call-back. | Choose this work type when an employee is called back to work overtime after leaving work. |
| Compassionate Leave Taken. | Choose this work type when compassionate leave is taken. |
| Leave Without Pay Taken. | Choose this work type when any unpaid leave is taken. |
| Long Service Leave Taken. | Choose this work type when any unpaid leave is taken. |
| Make-up Time. | Choose this work type when a day worker takes time off during ordinary hours and works those hours at a later time during the spread of ordinary hours. |
| Meal Allowance - Travel. | Choose this work type when an employee is entitled to get a meal allowance during travel. |
| Meal Allowance - Overtime. | Choose this work type when an employee is entitled to a meal allowance on each occasion of a rest break during overtime. |
| Motor Vehicle Allowance. | Choose this work type when an employee is required to use their own motor vehicle on a casual basis to carry out the employer’s business. The kilometres travelled should be entered into the 'units' field. |
| No Minimum Shift Engagement. | Choose this work type when an employee does not require minimum shift payment. |
| Paid Community Service Leave Taken. | Choose this work type when community service leave is taken. |
| Paid Family and Domestic Violence Leave Taken. | Choose this work type when paid family and domestic violence leave taken. |
| Personal/Carer's Leave Taken. | Choose this work type when personal and/or carer's leave is taken. |
| Public Holiday not worked. | Choose this work type where a Permanent employee is not required to work on a shift falling on a public holiday that the employee would have otherwise worked had it not been a public holiday. |
| Remote Service/Support. | Choose this work type when an employee is required to work overtime providing service or support over the telephone or via remote access arrangements. |
| Safe Travel allowance. | Choose this work type when an employee, after having worked overtime, finishes work at a time when reasonable means of transport are not available. |
| Stand-by. | Choose this work type when an employee is required to remain in readiness for a return to work outside their normal working hours. |
| Sunday ordinary by agreement. | Choose this work type if by agreement an employee can work Sunday as ordinary hours. |
| TIL of Overtime. | Choose this work type if the employee elects to accrue time in lieu rather than be paid overtime for a shift. |
| Time In Lieu Taken. | Choose this work type when time in lieu is taken. |
| Travel time. | Choose this work type when an employee is travelling outside of ordinary hours. The travel time should be entered into the 'units' field. |
| Travel time accrual. | Choose this work type if the employee elects to accrue time in lieu rather than be paid Travel time for a shift The travel time should be entered into the 'units' field. |
| Work during meal break. | Choose this work type when an employee is entitled to a paid meal break. |
Shift conditions
Shift Conditions are further details you can add to a shift where more than one condition applies to your shift. Shift conditions are selected when you edit a timesheet record, or when clocking on using the ClockMeIn Time and Attendance or Swag apps. The following is a list of Shift Conditions employees can select on their timesheet, and the meaning of each item.
| Alter hours to shiftwork. | Select this shift condition if a day worker is required to do a shiftwork by the employer giving 48 hours’ notice to the employee in the case of an emergency. |
| No minimum shift engagement. |
Select this shift condition when an employee does not require minimum shift payment. |
Tags
Employee Tags are specific conditions typically related to the employee’s agreement. These are often conditions negotiated and agreed between the employer and the employee, or unique characteristics of the employee’s role. Payment of these provisions is usually of a recurring and ongoing nature.
| First Aid. | Assign this tag to an employee who holds a higher first aid certificate. |
| Permanent Night Shift. | Assign tag to employees who works on a permanent night shift. |
| Shiftworker. | Assign to employees who are designated by the employer as shiftworkers. |
| TIL of OT. | Assign this tag if an employee has agreed to have all overtime hours accrued as time in lieu of overtime. |
System limitations
Please note that rules will not be able to interpret or calculate the below clauses due to platform limitations and will require manual intervention.
13.11 Make-up Time
Shiftworker takes time off during ordinary hours and works those hours at a later time at the shiftwork rate.
20.5 Time off instead of payment for overtime
- (f) If the employee requests at any time, to be paid for overtime covered by an agreement under clause 20.5 but not taken as time off, the employer must pay the employee for the overtime, in the next pay period following the request, at the overtime rate applicable to the overtime when worked.
- (g) If time off for overtime that has been worked is not taken within the period of 6 months mentioned in clause 20.5(e), the employer must pay the employee for the overtime, in the next pay period following those 6 months, at the overtime rate applicable to the overtime when worked.
20.6 Call-back
- (c) Notwithstanding the above, where an employee has completed the call-back and left work and is recalled within the 3 hour minimum period for that call-back, the balance of the 3 hours minimum period for that call-back will be cancelled and the employee will only be paid up to the commencement of the next call-back. The employee will then be entitled to be paid for a minimum of 3 hours for the next call-back.
- (e) Overtime worked in circumstances specified in clause 20.6 will not be regarded as overtime for the purposes of clause 20.4 where the time worked is less than 3 hours during the call-back or each call-back. Provided that where the total number of hours worked on more than one call-back is 4 hours or more, then the provisions of clause 20.4(b) will apply.
20.7 Remote service/support
- (c) If an employee has completed the job and finished work but is required to perform further work within the half hour, one hour or one and a half hours, the balance of the minimum period for that job will be cancelled and the employee will only be paid up to the commencement of the next work period. The employee will then be entitled to be paid for a minimum of half hour, one hour or one and a half hours as the case may be for the next work period.
- (d) Overtime worked in circumstances specified in clause 20.7 will not be regarded as overtime for the purposes of clause 20.4 where the time worked is less than 3 hours during the work period or each work period. Provided that where the total number of hours worked on more than one work period is 4 hours or more than the provisions of clauses 20.4(b) will apply.