The Call Centre Workstation

Occupational Health & Safety Resource Kit.
Proudly brought to you by CEPU: NSW Telcommunications & Services Division

EMPLOYER RESPONSIBILITIES IN NSW CALL CENTRES

Working in a call centre may be considered relatively safe, modern and clean to outsiders but our union has for many decades been actively campaigning to protect call centre operators from a number of work hazards related to their physical, technological and psychological environment. At times, as with RSI, we have had to struggle just to make employers acknowledge the disease's very existence.

Call centre employers in NSW must abide by this state's occupational health and safety legislative framework.

Looking at the issue of safety very generally Clause 45 of the NSW OH&S Regulation 2001 states that employers must ensure that:

sufficient workspace is provided to allow persons to work safely
floors and surfaces are constructed and maintained to minimise the possibility of slips, trips and falls; and
persons are not hindered and able to move safely around a place of work.

All employers have a legal responsibility (called a 'duty of care') to ensure the health, safety and welfare of employees, visitors and contractors in the workplace.

In relation to employees specifically, the OH&S Act 2000 requires employers to provide:

a safe workplace and safe means of entry to and exit from the workplace
equipment, machinery or chemicals that are safe, when used properly
a safe and healthy working environment and safe and healthy methods and procedures (systems) for working
adequate information, instruction, training and supervision for all workers
adequate facilities and first aid for employees
a process for consultation with workers
processes for identifying hazards, assessing risks and eliminating or controlling those risks.

A safe workplace, and safe means of entry to and exit from the workplace means that employers must ensure that the work premises are maintained in a safe condition, including attention to such matters as:

general maintenance of all work buildings and structures
electrical safety
maintenance of floors to avoid trip and slip hazards
providing adequate working space for employees

providing adequate lighting to allow people to move safely within the place of work and allow safe access to and egress from the place of work (including emergency exits).

In addition, employers must ensure that they meet the requirements of local and state fire laws. This can be done initially by conducting a fire safety assessment, and then by regularly monitoring, so that:

passages, entrances and exits are kept clear and exits are easily identified by clear signage
fire extinguishers (suitable for different types of fires) are provided and their location and means of operation are known to all employees
evacuation procedures are known to all employees and emergency drills are carried out on a regular basis. (WorkCover Guide)

Manual handling includes any activity where workers grasp, manipulate, carry, move, lift, lower push, hold or restrain a load.

Under clause 80 (a) of the OH&S Regulation 2001 an employer must ensure that; all objects are, where appropriate and as far as reasonably practicable, designed, constructed and maintained so as to eliminate risks arising from the manual handling of the objects.

Clause 81 of the OH&S Regulation 2001 requires assessment and control of manual handling tasks and must take into consideration;

actions and movements (including repetitive actions and movements)
workplace and workstation layout
workplace posture and position
duration and frequency of manual handling
location of loads and distances moved
weights and forces
characteristics of loads and equipment
work organisation
work environment
age
skills and experience
clothing
special needs (temporary or permanent).

Any other factors considered relevant by the employer, the employees or their representatives on health and safety issues.