Modern Slavery Policy definition

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Modern Slavery Policy

The Australian Government introduced the Modern Slavery Act 2018 that requires entities based, or operating, in Australia, which has an annual consolidated revenue of more than $100 million, to report annually on the risks of modern slavery in their operations and supply chains, and actions to address those risks.

Businesses that do not have annual revenue of more than $100 million that are based, or operating, in Australia may report voluntarily.

Whilst the intent is admirable, currently, there is no enforcement and there are no financial penalties for non-compliance.

What is Modern Slavery?

The term ‘modern slavery’ refers to any situation of exploitation where a person cannot refuse or leave work because of threats, violence, coercion, abuse of power or deception.

The Modern Slavery Act defines modern slavery to incorporate conduct that would constitute an offence under existing human trafficking, slavery and slavery-like offence provisions set out in Part 2, Divisions 270 and 271 of the Commonwealth Criminal Code.

Modern slavery, therefore, encompasses slavery, servitude, the worst forms of child labour, forced labour, human trafficking, debt bondage, slavery-like practices, forced marriage and deceptive recruiting for labour or services.

Modern slavery may be a worker on a farm who is unable to leave or stop working because of threats from his employer.

Modern slavery could be a teenager who is overseas on a family holiday and forced or coerced into marriage.

Modern slavery may be a woman in a brothel who believes she has a large debt to repay and is forced to work to pay off the debt.

If someone is at immediate risk or requires urgent assistance call 000.

If you or someone you know is in, or at risk of human trafficking or slavery, you can contact the Australian Federal Police (AFP) on 131 237 (131AFP) or go to the AFP website at www.afp.gov.au for help.

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Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

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