Call Centre Code Wins WA Support

Date: 16 March 2001

ACTU President Sharan Burrow has welcomed today's announcement by the West Australian Government that it will support a national call centre code-of-conduct that establishes minimum employment and customer service standards for the call centre industry.

"Today represents an important step in the campaign of call centre employees and their unions to establish decent minimum employment and customer service standards in one of Australia's fastest growing industries.

"The WA Government should be congratulated for their important support of this initiative," said Ms Burrow.

Ms Burrow and WA Parliamentary Secretary Norm Marlbough (representing WA Labour Relations Minister John Kobelke) jointly launched the Call central call centre code-of-conduct in Perth today.

The ACTU and six key unions representing call centre employees jointly developed the code-of-conduct which is aimed at lifting standards in the Australian call centre industry.

All call centre operators are being encouraged to sign the code which commits them to respecting the right of staff to proper training and career structures, decent working conditions, reasonable targets and fair call monitoring procedures.

State and Federal Governments are also being asked to support the code, encourage all call centres to adopt it, and take compliance with the code into account when issuing Government contracts or assistance to call centres.

In addition to today's announcement by the WA Government, the code already has the support of the Tasmanian Government, has received in principle support from the NSW, QLD and Victorian Governments.

Ms Burrow said Governments had a leading role to play in raising standards in the call centre industry. State Governments alone spend $6 billion a year on subsidies to industry and a significant amount of that money goes to call centres.

Taxpayers deserve to know that their money is being invested in call centres that care about quality service and quality jobs.

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

ACTU Call central unions group is - the Australian Services Unions (ASU), Community and Public Sector Union (CPSU), Communications, Electrical and Plumbing Union (CEPU), Finance Sector Union (FSU), Media, Entertainment and Arts Alliance (MEAA) and the National Union of Workers (NUW).

For further information

Contact:	George Wright
Union:	Labor Council of NSW
Contact Mobile:	0419 556 616
WWW:	http://www.actu.asn.au

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