consultation with employees or unions and so may, if proven to have been contravened by an employer, assist employees with litigation or negotiation.

Legal language
Words such as 'must', 'requires', and 'mandatory' indicate legal requirements with which the relevant person, usually the employer, must comply.

Words such as 'should,' indicate recommended courses of action. 'May', 'can' or 'consider' suggest a possible course of action that the duty holder should consider. However, they may choose an alternative method of achieving a safe system of work.

The establishment of Industry Reference Groups (IRGs) by the NSW Workers Compensation Advisory Council in February 1999 is one of the major changes enacted under the Workplace Injury Management and Workers Compensation Act 1998. Specific IRGs have been established, comprised of employer and employee representatives from industry. Their purpose is to develop strategies to improve workplace safety and injury management. The IRG that drew up the Call Centre Guidance included Vivette Horrex, a nominee of the CEPU T&S Branch of NSW.

Finding legislation, regulations, standards and policy guidelines for your telecommunications workplace
This is not an exhaustive guide but it should get all CEPU delegates and OH&S reps started.

Everything you initially need should be traced from these six websites. For most of them just follow the menu guides or use the website's internal search engine.

WEBSITES
WorkCover NSW
Worksafe Australia
National Occupational Health and Safety Commission
Australian Council of Trade Unions
UnionSafe: Labor Council of NSW
World Legal Information Institute

CONTRACTORS
Call Centre Policy Guide, WorkCover NSW
Clause 6 (Self-employed persons) and Clause 8(2) (Others at workplace) and Clause 9 (Duties of selfemployed persons), OH&S Act

BULLYING
Clause 9 (2)(b), OH&S Regulation 2001 - Psychological Hazards
Violence in the Workplace Guide, WorkCover NSW