Centrelink quells strike threats at call centres

Centrelink staved off threatened strike action by call centre staff yesterday following meetings with the Community and Public Sector Union (CPSU).

More than 4000 Centrelink call centre staff - opposed to the introduction of a new computerized roster system - threatened to take action. The new system, called Total View workforce management system from IEX Operations and provided by Matrium Technologies, is being introduced on Monday, December 13.

It allows workers to lodge roster requests and expected workloads within the system, which then provides a four-week roster.

However, discontent with the system among workers was running high yesterday which led to meetings being held throughout Australia. One complaint was that employees had been rostered to work public holidays and weekends, whereas the 26 Centrelink call centres are only open from Monday to Friday between 8am and 5pm.

Despite these complaints, according to a Centrelink spokesperson, Total View will allow the organization to better manage available resources, and will be used by more than 4000 Centrelink call centre staff.

Total View is replacing the enterprise resource management tool Lotus 123 scheduling tool.

Although the system will be operational Monday, the CPSU said many of the rosters given to staff are totally unworkable.

Despite this the CPSU confirmed that no strike action will be taking place.

Join the newsletter!


Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

More about CentrelinkCommunity and Public Sector UnionCPSU

Show Comments