Centrelink, Medicare staff to read protest messages to customers in first stage of industrial action

Updated

Centrelink, Medicare and Child Support staff will read messages of protest to call centre customers and go to work in casual dress in the first stage of an industrial action against their employer today.

But the Department of Human Services (DHS) has warned staff they could have their pay docked if they participate.

Earlier this year the department offered staff a new employment agreement, which would remove their super guarantee of 15.4 per cent and require them to work an extra six minutes per day in exchange for a pay rise of 0.75 per cent per annum.

Months of negotiations between the department and the Community and Public Sector Union (CPSU) have failed to yield a solution and in November 15,000 members voted to take protected industrial action.

The union has directed affiliated call centre staff to read the following statement to customers throughout the day, before processing their requests:

"Sorry you have been kept waiting. The Government has cut thousands of jobs over the past 10 years. DHS union members are fighting for safer workloads and better services for you. If you want more information about our campaign, please email safeguard@cpsu.org.au. Now, how can I help you?"

Staff who delay customers by reading messages could lose pay

DHS staff have also been told not to wear their corporate uniform, and to use an auto reply for internal emails that reads:

"Thanks for your email. I am taking industrial action in support of a fair and reasonable agreement for all DHS workers. We reject the Government's low pay offer and cuts to our rights and conditions. "

The union has also banned the use of auxiliary codes, which call centre staff use to let their managers what they are working on.

Staff in Centrelink and Medicare shop fronts have been told not to discuss the action with customers, unless they are asked why they are not in uniform.

A DHS spokeswoman said staff who delayed customers by reading messages could have their pay docked.

"If staff choose to read CPSU statements to customers and delay them doing their business with us, we will apply a partial work ban, which means not paying them for the period they read out the message," she said.

The spokeswoman said the industrial action was predominantly aimed at internal and administrative functions and was not expected to have a significant impact on customers.

"The department is operating as usual and we have robust processes in place to ensure industrial action does not affect the delivery of health and welfare payments," she said.

CPSU National Secretary Nadine Flood said the action was designed to send a signal to DHS management and Public Service Minister Eric Abetz, before more serious action early next year.

"We would prefer to resolve these issues at the bargaining table but until Minister Abetz comes up with a fair and workable bargaining policy, what happens next is up to him," Ms Flood said.

The union said no action affecting payments to customers would be taken over the Christmas period.

Topics: public-sector, federal-government, unions, industrial-relations, canberra-2600, act, australia

First posted