Dangers of Acoustic Shock

Acoustic shock is broadly defined as a sudden and unexpected burst of noise, usually high frequency, transmitted through a headset. It typically affects those working in call centres.

It may be caused by interference on the telephone line, which can be accidental or deliberate, and includes misdirected faxes, a smoke or fire alarm sounding at the caller’s end and even caller abuse (shouting, screaming, blowing whistles etc.)

The first cases of acoustic shock first came to light over 15 years ago but awareness remains low.

The call centre industry itself is still relatively young and acknowledgement of the problem has taken some time to come about.

While cases of acoustic shock have entered litigation, the employers involved have all settled out of court before a precedent judgement could be made, so the public profile has remained very low.

Acoustic shock can result in long term hearing damage, tinnitus (ringing) in the affected ear or a temporary balance disorder. Hearing loss can result from acoustic trauma and in most cases the damage is irreversible.

Reported symptoms include a sense of the ear being blocked, recurrent pain in the ear, sensations of numbness or burning felt down the head, neck, shoulder and arm on the affected side.

The technology to eradicate the problem has not yet been developed.

While the noise limitation technology in telephone headsets can help to protect operators from extreme volumes, it will not necessarily prevent acoustic shock, and it certainly won't record the event or alert an employer that the health and safety of a member of staff has been compromised.

Two specific courses of action are required. The organisation's current systems need to be checked and verified, and a permanent recording device installed so that any claims of acoustic shock can be verified.

Three per cent of the UK's working population is employed in call centres. Last year the industry grew by six per cent and there are now 960,000 jobs in the sector.

Every employer must, among other things, comply with The Health & Safety at Work Act, The Noise at Work Regulations, and the Health & Safety Executive guidelines.