On-call policy template
A comprehensive policy for managing on-call and standby arrangements. Covers expectations, compensation, response times and how on-call periods are rostered and rotated fairly.
On-call policy
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Why you need an on-call policy
On-call arrangements require employees to remain available outside normal hours to respond to work needs. Without clear guidelines, disputes arise about expectations, compensation and what constitutes reasonable on-call requirements.
Many awards include specific provisions for on-call and standby arrangements, including allowances and minimum payments. A documented policy supports compliance and sets clear expectations for everyone.
Without clear on-call procedures, you risk underpayment claims, employee burnout and disputes about availability requirements.
Key elements of an on-call policy
What your on-call policy should include
On-call expectations
What employees must do during on-call periods — availability, response times and restrictions.
Compensation
How on-call time is compensated including allowances and call-out payments.
Response times
Expected response times when called in during on-call periods.
Rostering on-call
How on-call periods are scheduled and rotated fairly.
Notification requirements
How employees are notified they are on-call and when called in.
Award compliance
Alignment with on-call provisions in applicable awards.
What's included in this template
Comprehensive coverage of on-call arrangements
Purpose & scope
Why the policy exists and who it applies to.
Policy statement
The organisation's approach to on-call arrangements.
On-call vs standby definitions
Clarification of different on-call arrangements.
On-call responsibilities
What employees must do during on-call periods.
Rostering on-call periods
How on-call is scheduled and rotated.
Response requirements
Expected response times and procedures.
Compensation and allowances
Payment for on-call time and call-outs.
Rest periods after call-outs
Entitlements following overnight call-outs.
Opting out
When employees may decline on-call duties.
Record keeping
Documentation of on-call periods and call-outs.
Who should use this template?
Essential for businesses with on-call requirements
Legal disclaimer
This template is designed to reflect Australian workplace standards at the time of publication. It is provided as a general guide only and does not constitute legal advice.
On-call entitlements vary by award and enterprise agreement. You should check your applicable industrial instruments and tailor this template accordingly. Seek independent legal or HR advice where needed.
Regulatory sources
This template is aligned with Australian workplace rostering requirements.
Automate this policy with RosterElf. Our rostering software helps you schedule on-call periods and track availability, and our HR software stores policies digitally for easy employee access.
Ready to formalise your on-call arrangements?
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On-call policy FAQ
- Yes. This template provides a solid foundation, but you should tailor it to reflect your specific workplace, industry requirements, and any applicable modern award or enterprise agreement. Pay particular attention to rostering consultation and notice requirements in your award.
- Distribute the policy during onboarding for new employees and via email or team meetings for existing staff. Have employees sign an acknowledgement form confirming they have read and understood the policy. Using rostering software can help automate communication of schedules and policy reminders.
- On-call typically means the employee can be away from the workplace but must be contactable and able to return within a specified timeframe. Standby may require the employee to remain on-site or very close. Different awards may define these differently and have specific allowances. See our guide on finding which award applies to your business.
- Most awards provide an on-call allowance (typically a flat amount per period) rather than hourly pay. When an employee is called in to work, they are paid for the hours worked, often with minimum engagement periods and penalty rates. Check your specific award.
- This depends on whether on-call is a requirement of the role specified in the employment contract or award. If on-call is part of the job, refusal may have consequences. However, on-call should be rostered fairly and personal circumstances should be considered. Use staff availability management to track on-call preferences.
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Disclaimer
This document is a general HR template provided for informational purposes only. It is not legal advice and may not reflect the latest changes in legislation or apply to every workplace situation. RosterElf Pty Ltd and the template provider accept no liability for any loss arising from reliance on this document. Users should seek independent legal advice and customise the template to ensure it complies with all relevant laws, awards and workplace requirements.