Gallop commits to call centres code

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Gallop commits to call centres code

The newly-elected West Australian Labor Government has wasted no time in keeping to its commitment to increasing workers’ rights, today endorsing the Australian Council of Trade Unions’ Minimum Standards Code for call centres.

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The newly-elected West Australian Labor Government has wasted no time in keeping to its commitment to increasing workers’ rights, today endorsing the Australian Council of Trade Unions’ Minimum Standards Code for call centres.

This means that when Government work goes to a call centre, it will go to those that have signed to the code, which promises standards on minimum salary, breaks, customer service, training, work organisation and call monitoring.

Western Australia joins Tasmania, the only other Government so far to have endorsed the Code. But ACTU executive officer Belinda Tkalcevic told WorkplaceInfo that talks with NSW IR Minister John Della Bosca yesterday had progressed the issue in that state, with the Government talking about setting up a working party into the issue, and that Queensland and Victoria had also been positive about the Code. Another signatory was the NSW Local Government Association.

In Perth today, ACTU President Sharan Burrow jointly launched the ACTU’s Call Central call centre code with a West Australian Government representative standing in for IR Minister John Kobelke.

The ACTU and six unions—the Australian Services Union, Community and Public Sector Union, Communications Union, Finance Sector Union, Media, Entertainment and Arts Alliance and National Union of Workers—launched the Code late last year.

It came in response to evidence like that presented at a Sydney conference (see previous story) that employers had adopted a ‘churn and burn’ or ‘sacrificial HR strategy’ in call centres. Other research (see previous story) showed 90% of call centre workers were stressed because of issues like call monitoring, rude customers and unsupportive managers.

‘The message to rogue employers in the call centre industry out of today is clear’, Burrow said. ‘Call centre staff, their unions, the community and now Governments are saying it’s time for you to lift your game.’

Details of the Code appear on the campaign page of the ACTU website. 

 
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