Call centre work is highly scheduled; every minute of the day is accounted for. FSU members working in call centres often report that they are working additional time either before or after their rostered start and finish times.
This work often involves logging on to systems, reading emails and being up to date with the latest information. All this work is a requirement of a call centre worker’s role.
The FSU regularly hears of issues from members about the myths and facts about working in a rostered environment.
So we decided to break it down.
Any work you’re asked to do is paid time
A recent email to Customer Care Consumer staff stated the following:
“The one thing I ask of you is to always have SupportPoint open and to review all the alerts before your shift starts.”
Understanding the facts is important in ensuring your working life is fair and balanced.
If you have worked additional time as a result of a verbal direction or an email from your team or stream leader to come in before your shift starts or stay after your finish time, we want to hear from you.
You may be entitled to be paid for this time. Contact our Member Rights Centre on 1300 366 378 or email us at firstname.lastname@example.org.