NAB call centre off the hook over psychological condition claim

Plummer and National Australia Bank Limited [2020] AATA 3759.

Key Points:

• The Tribunal was asked to consider whether a call centre worker suffered a psychological condition as a result of receiving abusive telephone calls.
• The Tribunal noted that the applicant failed to raise work-related stressors which had allegedly caused his illness, either to his doctors or supervisors.
• The Tribunal accepted evidence that the psychological condition was caused by pain from a previous back injury, as well as several non-work related stressors, and found in favour of the Respondent.

Background:

Mr Michael Plummer commenced employment with the National Australia Bank (NAB) as a Contact Centre Service Advisor on 27 February 2017. The role primarily involved dealing with customer enquiries.