The Risk Management Tool Box Blog

Travel Agent Safety Program

Graham Marshall - Sunday, May 01, 2011
I recently received an e-mail from Gerald (surname withheld) who manages a large travel agent call-center employing in excess of 70 full-time and part-time workers. 

The call center is located in Australia (not India). 

Gerald asked about the requirements for managing Occupational Health and Safety in his business.

Whilst offering specific OHS advice to Gerald, I thought it worthwhile to raise some more general good practices for those of you involved with call centers - wherever you are.

The first and main point, is that all employers must address the hazards commonly found in whatever industry  your organization is working within.

Now, although call-center work may be relatively low-risk compared to oil and gas, mining, construction or farming, that does not mean it is "no-risk".

Just as in any other industry, hazards associated with call center work must be identified, assessed and controlled in accordance with relevant Occupational Safety and Health Acts and Regulations as well as in line with codes of practice and national and/or international standards.

In all legislative regimes (eg., Australia, UK, Canada, NZ, etc.,), OSH Acts and Regulations contain duties that describe the responsibilities of people who impact on safety and health at work.

In general, employers in call-centers must, so far as is reasonably practicable:

  • Provide a workplace and safe system of work so employees are not exposed to hazards;
  • Provide employees with information, instruction, training and supervision to enable them to work safely;
  • Consult and co-operate with employees and  their Health and Safety Representatives (HSRs) about OSH matters;
  • Provide equipment and protective clothing where hazards cannot be managed by other means; and
  • Ensure equipment can be used, cleaned, maintained, transported and disposed of safely.


In order to meet the duty of care, employers in call-centers must ensure that safe systems of work are fully-developed and this usually means that workplace policies and procedures are implemented addressing the level of risk found in the call-center.

In addition to the points made above, safe systems of work may include:

  • Hazard identification and risk assessment and risk control processes;
  • Monitoring performance and reviewing control measures;
  • Appropriate OSH inductions for all new employees;
  • On-going OSH training programs for employees exposed to or managing hazards (e.g., ergonomic work station, manual handling, "hot-desking" hygiene, etc);
  • An established procedure for reporting and recording information on hazards and/or incidents;
  • Appropriate incident investigations;
  • Provision of appropriate job or task procedures;
  • Ongoing inspection and maintenance programs for equipment;
  • Emergency evacuation procedures and frequent drills; and
  • Periodic review of safety policies and procedures.

Click here to review the Australian Code of Practice For OSH in Call Centers.

Don't forget to visit the risk tool box shop and check out some of the tools we've put together that can help any call center employer fulfill their duty of care.

Recent Posts


UK HSE Procedures Safety Culture Survey Unconventional Oil Manufacturing Coal Seam Gas WMC Resources Manual handling Shale Gas Occupational Overuse Syndrome NOPSA Water Corporation WA Resources Safety ALARP Office Safety WorkSafe WA MSDS PPE Risk Tool Box Oil Spill Response Safe at Home US OSHA LOTO CSB Santos Fire Prevention Construction Safety Work in Confined Spaces Risk Assessment Job Safety Analysis Behaviour-based Safety (BBS) Hazardous Substances Toolbox talk Safety PowerPoint Presentation ENI Australia Energy Model of Hazards Safety Information Posters Australian OSH Codes of Practice BHP Billiton Driving Safety Hierarchy of Safety Control Electrical hazards Safety Conference Unconventional Gas Workplace bullying one per center Nanotechnology Hydraulic Fracturing ("fracking") Slips, trips and falls Call Centers SPE HSE Innovation Award Safe Operating Procedure (SOP) Drilling Shell HSE Leadership Unconventional Hydrocarbons Farm safety Incident Investigation Safety Video IFAP Walking Newfield Social Responsibility APPEA Railway Safety Working with explosives OSHA Customer Testimonial Safety Alert TK Shipping Natural Hazard Nautronix Safety Management Program Contract Risk Management Best bars in the oil patch Hot work Woodside Save our Seafarers Campaign Catostrophic Disaster Chevron Excavations Supervision Health Pollution prevention NORM Rail Safety Global Harmonized System Kellogg Joint Venture OHS Law Rosedale Abbey Sakhalin Energy Kinetic Energy Procedure Training Course Safety "one per-center's" Bio-hazards Road Transport Risk Management Fatigue Management Thank God it's Friday Situational Awareness Raspberry Ketones Scam Radiation Sources Isolation Control Hospital Safety Safety Awards Hess Mining Safety Moment Ladder Safety BP Total Hazard Awareness Aviation Safety Emergency Response Hazard Spotting Salute to Our Hero's Process Hazard Management NOPSEMA Psycho-social Hazards Management of Change Crane lifts Marine Safety Working at height


Blog / Terms of Use / Site Map / Disclaimer / Risk Management Tool Box 2009. All rights reserved. Web design by Luminosity. E-Commerce by JStores.