On-Call Work — Pay, Allowances & Your Rights

On-Call vs Call-Back

Being 'on call' means you must be available to return to work if needed but are not actively working. A 'call-back' is when you are actually required to attend work. The distinction matters for pay: on-call time attracts an allowance, while a call-back attracts overtime rates with minimum engagement provisions.

On-Call Allowances by Award

Most awards provide a daily or weekly on-call allowance. The Health Professionals Award pays an on-call allowance for each 24-hour period (weekday and weekend rates differ). The Nurses Award pays an on-call allowance plus a recall allowance if called in. The Building and Construction Award provides a daily on-call allowance. Exact amounts are set by your award and updated annually.

Call-Back Minimum Engagement

When called back to work, most awards require payment for a minimum number of hours regardless of how long the actual work takes. This is typically 3–4 hours at overtime rates (usually double time). If you are called back multiple times, each call-back attracts a separate minimum engagement in most awards.

When Does On-Call Count as Work Time?

On-call time generally does not count as work time if you are free to use the time as you wish (at home, able to sleep). However, if you are required to remain at the workplace or within a very short response time that significantly restricts your freedom, it may be classified as work time and must be paid at ordinary or overtime rates.

Can You Refuse On-Call Duties?

If on-call is not part of your employment contract or award, you can generally refuse. If it is part of your role, you can still refuse unreasonable on-call requirements. Factors include frequency, impact on personal life, and the on-call allowance paid. You may request a flexible working arrangement under s65 if on-call duties affect caring responsibilities.

Frequently Asked Questions