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A victory for 50 Knowledge Expert employees in Westpac Customer Contact Centres
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Congratulations FSU members!

The bank has accepted that Knowledge Expert staff have been carrying out extra duties and has agreed to pay them from when they first assumed these duties.

Westpac has agreed to:

  • Pay Knowledge Expert staff who were in the role from April 2, 2014 to December 31, 2015 – including those seconded for 4 or more consecutive days
  • Back pay Knowledge Experts who were graded below the minimum A3 pay point at the time to when they took on the new responsibilities (April 2, 2014)


FSU members first raised the issue of Knowledge Experts having to assume extra responsibilities in September last year, calling successfully for the role to be reviewed by the Job Evaluation Committee.

The role was regraded in November 2015 with the bank proposing the new rate be effective from January 1 2016, but members argued successfully that they should be paid from the time they started performing the new duties.

The current offer, which includes the up to 18 month back pay, has been accepted by most of the members and they will start receiving their new rate and back pay next month.

If you have any workplace concerns, contact our Member Rights Centre on 1300 366 378 or your FSU workplace Representative and Organiser, because together we can make a difference.

Authorised By: Fiona Jordan, National Secretary






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