Health and Safety Factsheets: Acoustic Shock in Call Centres

Acoustic shock is the work injury of the new economy

For several years the ASU representatives have received reports of “acoustic shock” injury from workers in call centre environments. These injuries are thought to occur when a loud and unexpected sound – a shriek or spike – come down the line and into the call centre worker’s headset.

But Australia’s telephone network is limited to 120 decibels – which is supposed to be a safe level.

So why are these injuries occurring?

What are the symptoms?

When an acoustic shock occurs a range of symptoms are produced. An injured worker may not experience all of these symptoms, but often they do. These include:

• Pain and discomfort
• Feeling of fullness in the ear
• Intolerance to certain sounds
• Nausea, disturbed balance and vertigo
• In some cases, a degenerative loss of hearing
• Numbness and twitching of face and shoulders
• Tension headaches
• Rupturing of inner ear membrane

GPs, audiologists and ear, nose, and throat specialists are unlikely to diagnose cases of acoustic shock as there has been very little research to date.

Is over use of the ear a factor?

ASU representatives have uncovered new research which suggests that the intense and repetitive nature of call centre work causes two small muscles within the inner ear to become enlarged.

The evidence suggests that it may be the combination of the enlarged muscles and a loud and unexpected sound that is responsible for the injuries known as acoustic shock.

How widespread is the problem?

ASU representatives have been contacted by dozens of injured call centre workers from across Australia. But nobody can really say just how widespread a problem acoustic shock injury is.

We are currently investigating this issue to determine the risk call centre workers are exposed to.

If you think you may have suffered acoustic shock injury or know of someone who has, please contact Melissa Webster at the ASU Office on (07) 3252 8666.