On-call policy template
A free, ready-to-edit on-call and standby policy template for Australian workplaces. Set clear after-hours expectations, response times, on-call allowances and recall pay, and rest periods that keep your roster fair and award-compliant — no signup required.
On-call policy
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By downloading, you agree to our template disclaimer
This on-call policy template reflects Australian workplace standards at the time of publication and is a general guide only. On-call and standby allowances, recall-to-work pay and minimum engagements vary by modern award and enterprise agreement — always check your applicable industrial instrument and adapt the template to your business. It does not constitute legal, HR, or professional advice and should not be relied on as a substitute for advice specific to your business, workforce, or circumstances.
What is an on-call policy?
An on-call policy is a formal set of guidelines that defines what employees must do when they are required to be available outside their ordinary hours — including who is on call, how they are notified, how quickly they must respond, and how that time is paid. It sets clear boundaries for availability so your team isn’t left guessing what ‘on call’ actually means.
Without a documented policy, on-call arrangements quickly become a source of disputes: staff disagree about whether standby time is paid, managers apply call-out rates inconsistently, and tired employees return to work without adequate rest. A clear policy sets expectations before issues arise and gives you a defensible, consistent process.
Many modern awards include specific on-call and standby provisions — flat allowances for being available, minimum engagement periods when recalled, and rest entitlements after late-night call-outs. This template helps you reflect those rules accurately. Pair it with your maximum hours policy and store it in your HR software so every worker can read and acknowledge it.
What an on-call policy should cover
The essentials of a fair, compliant on-call framework
On-call expectations
What employees must do while on call — availability, contactability and any travel-distance limits.
Compensation
How on-call time is paid: a standby allowance for availability plus recall pay when called in to work.
Response times
How quickly an employee must acknowledge a call and, where required, attend work.
Rostering & rotation
How on-call periods are scheduled, rotated fairly and communicated in advance.
Rest after call-outs
Minimum rest entitlements following overnight or late-night recalls to protect against fatigue.
Award compliance
Alignment with the on-call, standby and minimum-engagement provisions in your applicable award.
What's included in this template
A complete framework for managing on-call and standby arrangements
Purpose & scope
Why the policy exists and which designated roles or teams it applies to.
On-call vs standby definitions
Clear definitions distinguishing being contactable from being required nearby or on-site.
On-call responsibilities
What employees must do during an on-call period, including availability and conduct.
Rostering & rotation
How on-call periods are scheduled, rotated equitably and notified to staff.
Response requirements
Expected acknowledgement and attendance times and escalation procedures.
Compensation & allowances
Standby allowances, recall-to-work pay, minimum engagements and overtime.
Rest periods after call-outs
Entitlements to rest following overnight or extended call-outs.
Opting out & consultation
When and how an employee may decline on-call duties and how concerns are raised.
Record keeping
Documenting on-call periods, call-outs and hours worked for payroll and compliance.
Review & acknowledgement
How the policy is maintained and employee sign-off captured.
Getting on-call pay right
Allowances, recall pay and rest are where most disputes start
Standby allowance vs recall pay
Most awards separate two things: a standby (on-call) allowance — usually a flat amount per period for simply being available — and recall-to-work pay for the hours actually worked when called in. Recall typically attracts a minimum engagement (often two to four hours) and may be paid at overtime or penalty rates. Spell out both clearly so payroll is consistent.
Rest after a late-night call-out
An employee recalled overnight should not start their next ordinary shift without adequate rest. Many awards provide that an employee who works through to the point they haven’t had a set break (commonly 10 hours) is released until they have, on full pay. Build these ordinary hours and rest rules into your roster to manage fatigue and safety.
How an on-call period works
Rostered
The on-call period is scheduled in advance and rotated fairly across the team.
Available
The employee stays contactable and ready to respond within the agreed timeframe.
Recalled
When called in, response and attendance times and minimum engagement apply.
Recorded
Call-out times and hours are logged for accurate pay and an audit trail.
The correct allowances and minimum engagements depend entirely on your modern award or enterprise agreement — always confirm the right instrument before setting rates. Use staff availability management to roster on-call duties fairly.
On-call hours can also affect overtime thresholds and entitlements, so connect your policy to your broader time and attendance and payroll processes. The Fair Work Ombudsman publishes guidance on hours of work, allowances and rosters that you can use to confirm your obligations.
Who should use this template?
Essential for businesses that need staff available outside ordinary hours
Especially important for 24/7 operations and roles where a fast response protects safety, equipment or service continuity.
Compliance resources
Official guidance on hours of work, allowances and rostering.
Roster on-call the easy way
RosterElf helps Australian businesses schedule and rotate on-call periods, track availability and call-outs, and store policies with employee acknowledgements — all in one place.
Related guides
Roster on-call fairly and stay compliant
Related templates
Build a complete rostering framework
Maximum hours policy
Set working-hour limits and manage overtime alongside on-call duties.
View templateRest periods policy
Minimum rest between shifts for fatigue management after call-outs.
View templateRostering policy
The foundational policy for fair, consistent roster management.
View templateOn-call policy FAQ
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An on-call policy is a formal set of guidelines that outlines what employees must do when they are required to be available outside their ordinary hours. It establishes who is on call, how they are notified, how quickly they must respond, how on-call time is compensated, and what rest applies after a call-out — so availability, response times and pay are clear and consistent.
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On-call usually means an employee can be away from the workplace but must stay contactable and able to return within a set timeframe. Standby may require the employee to remain on-site or very close by. Awards define these differently and attach different allowances, so check your applicable instrument — our guide on finding which award applies can help.
Before you download
General information only — not legal advice
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.