Queensland Government Code of Practice for Call Centres

The Queensland Government Code of Practice for Contact Centres (PDF, 118.8 KB) (the Code) was redeveloped during November 2011 to reflect 10 years of change within the industry.

The Code’s objective is to serve as a best practice tool for contact centres. It focuses on continuous improvement in the areas of call monitoring, communication, training and development.

It applies to all public sector agencies, government-owned corporations and to any call centre that tenders for government projects through the Queensland Government procurement policy. Any private sector call centre can also become a signatory to the Code on a voluntary basis.