Acoustic incidents happen when workers are exposed to a sudden loud noise through a headset. This can startle workers and possibly cause pain in the ear. Although it is rare, some workers can experience ongoing symptoms.
You can minimise the risks from an acoustic incident by:
- attaching acoustic output limiter devices to headsets
- reducing the level of background noise
- promptly repairing damaged equipment and network faults
- training call handlers and supervisors in:
- how to properly fit and use headsets
- how to identify an acoustic incident
- what steps to follow in the event of a sudden loud and unexpected sound, causing pain
- developing and implementing policies and procedures for:
- identifying and removing faulty headsets
- avoiding mobile phone use in contact centres because they can interfere with headsets
- managing an acoustic incident
For further information, refer to the Code of practice: Occupational safety and health in call centres.
Standards and compliance
- Work Health and Safety Act 2020
- Work Health and Safety (General) Regulations 2022
- Work Health and Safety (Mines) Regulations 2022
- AS/NZS 2107 Acoustics: Recommended design sound levels and reverberation times for building interiors
- AS/NZS 1269.1:2005 Occupational noise management measurement and assessment of noise immission and exposure
- AS1319: Safety signs for the occupational environment
- AS/NZS 1269.4:2014 Occupational noise management – Auditory assessment
- AS/NZS 1269.3 Occupational noise management – Hearing protector program
- ISO 7731 Ergonomics – Danger signals for public and work areas – Auditory danger signals
Further information
- Managing noise and preventing hearing loss at work: Code of practice
- How to manage work health and safety risks: Code of practice
- Control of noise in the music entertainment industry: Code of practice
- Occupational safety and health in call centres: Code of practice
- Main responsibilities and duties under WHS
- Ototoxic chemicals - chemicals that result in hearing loss
- Noise exposure level ready-reckoner
- Checklist for noise checklist