WE Solicitors has successfully represented a Manchester-based call centre worker who suffered a serious acoustic shock injury. Despite the claim being strongly denied by the employer and its insurers, the case was successfully resolved after six years for an undisclosed sum.
The Incident
Our client, then in her early 20s and working in an inbound call centre role, was exposed to a sudden and intense shrieking noise through her headset. The sound was so loud that colleagues seated nearby were able to hear it, and she instinctively tore off her headset.
Almost immediately, she noticed a change in her hearing and attended A&E in Manchester, where she was diagnosed with an acoustic shock-type injury. In the months that followed, her condition deteriorated, and she was later formally recognised as disabled by the Department for Work and Pensions.
Lasting Impact on Her Life
The injury left our client with permanent tinnitus and hyperacusis, a heightened sensitivity to everyday sounds. These conditions had a profound effect on her life, forcing her to abandon her university plans and making it difficult to cope in public or social environments due to noise sensitivity.
Medical experts also confirmed that she was suffering from Acoustic Startle Response (ASR), a condition involving involuntary physical reactions to sudden sounds, which is still being actively studied.
A Hard-Fought Legal Battle
The claim was vigorously defended throughout. The defendant argued that the injuries were comparable to whiplash, suggesting there was no objective test to confirm the condition. Their legal team also carried out extensive scrutiny of our client’s social media in an attempt to undermine her credibility.
Despite this, our client remained determined to pursue justice.
Steven Evans, Head of the Industrial Disease Team at WE Solicitors, said:
“This is a significant win for our client. The defendants strongly disputed the claim and subjected our client to intense scrutiny. Despite this, she remained committed and resilient throughout what has been a long and challenging process.
I am pleased that she has finally achieved closure without the need for a trial, which would have been both stressful and potentially retraumatising.”
Acoustic Shock in Call Centres – A Growing Concern
Acoustic shock incidents in call centres are a recognised risk and, unfortunately, not uncommon. Employers have had a duty since the early 1990s to ensure that equipment meets modern safety standards, including the use of protective software to prevent sudden loud noises.
Common causes of acoustic shock include:
- Faults on telephone lines causing sudden high-pitched noises
- Incorrectly dialled fax machines
- Malicious callers generating loud noises (e.g. shouting or whistles)
- Mobile phone interference
- Sudden impact sounds, such as a handset being dropped
Research shows these incidents can occur in clusters within workplaces. One study of call centre employees found that up to 28% had experienced symptoms of acoustic shock at least once during their careers.
Reported symptoms may include:
- Ear pain
- Tinnitus
- Balance issues
- Hyperacusis
- Vertigo and nausea
- Headaches
How We Can Help
Many individuals who suffer acoustic shock injuries may not come forward due to concerns about job security or being told there was no equipment fault. However, as this case demonstrates, these injuries can have life-changing consequences and deserve proper recognition and compensation.
If you have experienced a similar incident in the Manchester area or elsewhere within the last three years, WE Solicitors are here to help.
Call us today on 0800 294 3065 to discuss your claim in confidence.
