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Call Centre Code

The Call Centre Code has been developed to assist people to understand the Victoria Government's requirements and expectations in relation to the call centre industry.

The Victorian Government has created a Call Centre Code to help people to understand their responsibilities in relation to the call centre industry. It aims to ensure that work is carried out fairly, efficiently and safely.

Call Centre Code considerations

The Call Centre Code applies to both government call centres and private sector call centre providers contracted to the Victorian Government.

Compliance with the Call Centre Code is a condition of any contract in which a private sector organisation provides call centre services to the Victorian Government. To ensure businesses supplying call centre services to the Victorian Government are complying with the Code, invitees are required to lodge a completed Checklist for Compliance with the Call Centre Code and a signed Declaration of Compliance with their offer. Failure to submit a completed Checklist for Compliance with the Call Centre Code and a signed Declaration of Compliance will disqualify the offer from evaluation.

Government buyers must include the model contract clause in procurement contracts with suppliers providing call centre services to this will create a binding contractual obligation on the supplier to comply with the Call Centre Code.

Further information

For more information refer to the Victorian Government Call Centre Code .

Reviewed 14 May 2019

Contact

Industrial Relations Victoria