Australian Teleservices Association:

Description: The professional body of the Call & Contact Centre Industry throughout Australia. The ATA’s mission statement is to lead the call and contact centre industry and to promote professionalism, growth and ethical behavior.

http://www.ata.asn.au/

CCMA

Description: The Customer Contact Management Association (CCMA) of Australia provides a forum where customer contact centre industry organisations, divisions, departments and individual professionals across all sectors can interact having a common goal of customer / contact service excellence and continual improvement to enhance industry outcomes, with their peers locally, nationally and as part of an international network of like-minded industry associations.

 http://www.ccma.asn.au/

Australian Direct Marketing Association:

Description: ADMA is Australia’s principal body for information based marketing. Formed in 1966, ADMA has evolved to become the nation’s pre-eminent marketing association. A national non-profit organisation based in Sydney, ADMA has State Branches in New South Wales, Queensland, South Australia, Victoria and Western Australia.

http://www.adma.com.au/asp/index.asp

American Telesales Association

Description: The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centres as an integral channel of operations. ATA members include companies with inbound or outbound contact centres, users of Teleservices, trainers, consultants, and equipment suppliers who initiate, facilitate, and generate telephone, Internet, and e-mail sales, service, and support.

Founded in 1983, the American Teleservices Association (ATA) represents more than 4,000 contact centres that account for over 1.8 million professionals worldwide.

http://www.ataconnect.org/
 

Contact Centre World

Description: ContactCenterWorld.com is the leading global support organization for the contact centre industry around the world. As a resource they are impressive – they boast membership is growing substantially and their knowledge and experience in the call/contact centre industry is immense.

http://www.contactcenterworld.com/

Callcentres.net

Description: callcentres.net Pty Ltd is an online publishing, news and research company dedicated to the Australian and Asia Pacific contact centre industries.

http://www.callcentres.net/callcentres/Live/me.get?SITE.HOME

Info Quorum

Description: A leading resource and news website for the Australian Call Centre industry.

http://www.telcall.com.au/DesktopDefault.aspx

CRM Xchange

Description: CRMXchange is the premiere destination for information on issues affecting call centres including: Customer contact management, software vendors, training, services, and other valuable resources.

http://www.crmxchange.com

Contact Professional

Description: A news and resource site for Contact Centre professionals.

http://www.contactprofessional.com/

Australia: Regulators

ACMA

Description: ACMA is responsible for regulating online content, including internet and mobile phone content, and enforcing Australia's anti-spam law. 

 ACMA's responsibilities include:

• promoting self-regulation and competition in the communications industry, while protecting consumers and other users
• fostering an environment in which electronic media respect community standards and respond to audience and user needs
• managing access to the radiofrequency spectrum
• representing Australia 's communications interests internationally.

http://www.acma.gov.au/WEB/HOMEPAGE/PC=HOME

Do Not Call Register

Description: The Do Not Call Register Act places a positive obligation on anyone entering into telemarketing contracts or arrangements to include express provisions requiring compliance with the Act. This rule applies if there is a reasonable likelihood that calls will be made to telephone numbers eligible to be listed on the Do Not Call Register.

http://www.donotcall.gov.au

Australian Industrial Relations Committee

Description: The Australian Industrial Relations Commission (AIRC) is an independent, national tribunal dealing with employment issues.

The work of the AIRC includes:

• assisting employers and employees in resolving industrial disputes;
• handling termination of employment claims;
• rationalising and simplifying awards; and
• dealing with applications about industrial action

www.airc.gov.au

Office of the Privacy Commission

Description: The Office of the Privacy Commissioner is an independent Office which has responsibilities under the federal Privacy Act 1988 (Cth)

The Act provides protection for:

• Personal information about you that is handled by federal and ACT government agencies;
• Personal information about you held by all large private sector organisations, all private sector health service providers and some small businesses;
• Credit worthiness information held by credit reporting agencies and credit providers; and
• Personal tax file numbers used by individuals and organisations.

http://www.privacy.gov.au/

Fair Trading

Description: Contact Centre professionals need to be aware of the various legal obligations imposed by the various Fair Trading laws applicable in each state.

For full details on the appropriate fair trading conditions that would apply in state reference can be made to the various state Fair Trading Departments.

QLD – Office of Fair Trading

www.consumer.qld.gov.au

NSW – Office of Fair Trading

www.fairtrading.nsw.gov.au

VIC – Consumer Affairs Victoria

www.condumer.vic.gov.au

SA – Office of Consumer & Business Affairs

www.ocba.sa.gov.au

WA – Dept Consumer and Employee Protection

www.docep.wa.gov.au

TAS – Consumer Affairs & Fair Trading

www.justice.tas.gov.au/ca/hp

ACT – Office of Fair Trading

www.fairtrading.act.gov.au

NT – Consumer Affairs & Fair Trading

www.nt.gov.au/ntg/caft.shtm