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In a controversial move, the Department of Employment and Workplace Relations (DEWR) in Australia has decided to replace its short-term call centre staff with a third-party contractor. This decision, met with criticism from both workers and their union, raises concerns about the potential impact on vulnerable individuals seeking government assistance. As the government grapples with issues of job security and service quality, the implications of this outsourcing strategy are starting to unfold.
Outsourcing Raises Alarm Among Workers
The DEWR’s decision affects a group of 13 call centre employees who, due to legislative restrictions aimed at enhancing job security, are unable to renew their contracts after reaching the maximum allowable duration in short-term roles. Instead of transitioning these workers to permanent positions, the department plans to let them go, with reports indicating that at least one employee has been approached by a contractor to reapply for their own job.
A spokesperson for DEWR acknowledged that these roles are indeed classified as “core work,” contradicting the Albanese government’s prior commitments to curtail outsourcing within the Australian Public Service (APS). The spokesperson stated that while the department aims to give priority to APS employees, it permits “limited use of labour hire” staff as required.
The Human Cost of Outsourcing
One affected employee expressed feelings of being “gobsmacked and disappointed” by the decision, emphasising the significance of experienced APS staff when dealing with vulnerable individuals awaiting government payments. “That core work needs to be done by experienced APS staff, absolutely,” the worker asserted, highlighting the necessity for empathy and understanding in such sensitive roles.
This is not an isolated situation; last year, the DEWR outsourced approximately 30 contact centre positions to private contractors, leading to significant delays in service. Call wait times reportedly increased from around 20 minutes to over two and a half hours, exacerbating the strain on both staff and clients. “The calls aren’t being picked up quick enough,” the worker lamented. “There’s not enough staff and then that just snowballs.”
A Broader Pattern of Outsourcing
Recent reports have shed light on the increasing trend of government agencies, including the Australian Taxation Office and Centrelink, relying on private call centres. Despite the government’s intent to reintegrate skills within public service roles, progress has stalled, leaving outsourced staff in place, often amid criticisms regarding inadequate training and low wages.
Beth Vincent-Pietsch, deputy secretary of the Community and Public Sector Union (CPSU), has voiced her concerns regarding the recruitment of outsourced staff who interact with “very vulnerable people,” often under the false impression that they are speaking with government representatives. She remarked, “The government should be worried because they are losing people with experience and capacity who are performing well, taking difficult calls.”
The Response from DEWR and Government Officials
In response to the criticisms, a DEWR representative noted that recruitment decisions are based on operational requirements, workforce demand, and budget constraints, while also acknowledging legislative limitations on fixed-term contracts. The employment minister, Amanda Rishworth, has refrained from commenting on the situation, leaving many questions unanswered.
Why it Matters
The decision to outsource critical call centre roles within DEWR threatens to compromise the quality of service provided to some of the most vulnerable members of society. With increasing delays and potential loss of institutional knowledge, the implications of this move could reverberate through the public service, affecting not only the employees involved but also the individuals reliant on government support. As public trust in governmental institutions is paramount, the shift towards outsourcing raises urgent questions about accountability, service delivery, and the core values of public service in Australia.
