Representing call centre workers

The Australian Services Union has significant membership in call centres across Australia.  We represent members in both in-house call centres in the public and private sectors and contract call centres – that is call centres who are contracted by other organisations to perform call centre work.

The in-house call centres are in industries like airlines, taxation, electricity, water, TABs, charities, lotteries, taxis, local government, and many more.

A better workplace

We’ve undertaken multiple national surveys to hear the voice of call centre workers and shape our advocacy so Australian call centres become happier, healthier and safer workplaces. The ASU has championed many important achievements that have made call centres better places to work.

These improvements have included the development of a guide to Occupational Health and Safety and the introduction of the Contract Call Centre Award (contact us on 03 9342 3300 or info@asupsvic.org.au).

We remain concerned that significant unfair employment practices still exist and turnover rates continue to be high. Remember that we’re by your side and are ready to help our members 24/7. We also want to find out about the good things that are happening in our call centres.

Issues facing call centre workers

Our report “It’s your call: improving Australian call centres for workers” revealed a number of issues confronting call centre workers, but particularly that stress is a significant factor. As a result, the Australian Services Union released a Stress-o-meter specifically designed to help call centre workers assess their stress levels and find relevant resources to help.

For more information, please have a look at the full Survey Report or the Survey Report Summary. Information to assist with workplace stress and other issues can also be found in the “Industry resources” section below.

Further changes need to be made so all call centre workers can enjoy the same working conditions and protections.