Noise management in call centres

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This page is for:

Employee / worker Employer Government sector employers Health and safety representative

Acoustic incidents happen when workers are exposed to a sudden loud noise through a headset. This can startle workers and possibly cause pain in the ear. Although it is rare, some workers can experience ongoing symptoms.

You can minimise the risks from an acoustic incident by:

attaching acoustic output limiter devices to headsets
reducing the level of background noise
promptly repairing damaged equipment and network faults
training call handlers and supervisors in:
- how to properly fit and use headsets
- how to identify an acoustic incident
- what steps to follow in the event of a sudden loud and unexpected sound, causing pain
developing and implementing policies and procedures for:
- identifying and removing faulty headsets
- avoiding mobile phone use in contact centres because they can interfere with headsets
- managing an acoustic incident

For further information, refer to the Code of practice: Occupational safety and health in call centres.

Standards and compliance

Work Health and Safety Act 2020
Work Health and Safety (General) Regulations 2022
Work Health and Safety (Mines) Regulations 2022
AS/NZS 2107 Acoustics: Recommended design sound levels and reverberation times for building interiors
AS/NZS 1269.1:2005 Occupational noise management measurement and assessment of noise immission and exposure
AS1319: Safety signs for the occupational environment
AS/NZS 1269.4:2014 Occupational noise management – Auditory assessment
AS/NZS 1269.3 Occupational noise management – Hearing protector program
ISO 7731 Ergonomics – Danger signals for public and work areas – Auditory danger signals

Further information

Last modified: Thursday, January 25, 2024 - 09:40

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