As one respondent summarised, "my opinion of management was that they perceived the incident as a nuisance."

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Sound training is needed
While three quarters of respondents consider they know what acoustic shock is, only 4% of respondents have received training in how to identify acoustic shock.

80% of respondents have not been trained in how to fit and use headsets, and 9% were unsure if they had received this type of training. Of those that had received training in fitting headsets, most considered the training inadequate.

Support for reporting incidents is needed
46% of respondents have experienced an incident with a further 10% not sure if they had experienced an incident.

CPSU considers that equipment testing should occur following each and every reported incident of acoustic shock. In Tweed Call, three quarters of the respondents' equipment was tested. Which begs the question, what about the others?

It's good to know that almost all staff experiencing acoustic shock reported the incidents. Unfortunately only just over half consider they received adequate support.

Reponses indicate that staff are generally unhappy with outcomes after reporting acoustic shock incidents. A third of respondents were not happy and almost half were only partially satisfied with the outcome.

What is acoustic shock?
Acoustic shock is a very serious injury which affects call centre operators who are exposed to high pitched tones or other noises (loud or soft). These noises may be caused by factors such as noise on the other end of the phone, weather events like thunder or power surges. In the worst cases, people who experience acoustic shock injuries can suffer permanent hearing loss.

What you said

• I have had heaps of different noises (buzzing, screeching, echoing) come through the phone but was not sure if this is acoustic shock so I didn't report it.
• I haven't reported other incidents because I was unaware of what is normal interference compared to possible acoustic shock.
• An information session provided by Centrelink advising how it can happen and what to do in the event of it happening would be helpful.
• Acoustic shock can be generated by the customer and the right to hang up on the customer should be made effective immediately!!
• Hearing tests are not the same day and should be.
• I just want Centrelink to be more transparent on this issue and not put us at risk.

Securing your health and safety at work - support your Health and Safety Rep
Ensuring you have a safe workplace is a fundamental aspect of effective and responsible management.

There is currently a health and safety PIN (Provisional Improvement Notice) lodged with Comcare to investigate the Acoustic Shocks / Incidents that have occurred within the past few months at your workplace. This PIN was lodged by your local Health and Safety Representative, Christine Smith.

Your union membership provides the strength of numbers and resources to improve your working conditions.