ATO outsource call centre workers paid 40% less than public service peers, Fair Work submission claims
Summary
Workers at outsourced call centres handling Australian Taxation Office (ATO) phone lines are paid up to 40% less than directly employed ATO staff doing similar jobs. A legal case is underway to require equal pay for these workers, which could affect how government agencies use outsourcing.Key Facts
- Some outsourced call centre workers earn up to 40% less than public service workers on the same phone lines.
- Team leaders at outsourced call centres make about $31 per hour, while ATO team leaders earn more than $52 per hour.
- The pay gap widens at higher job levels.
- The dispute is linked to Australian government workplace reforms aiming for "same job, same pay."
- Workers use ATO systems, scripts, and policies, and represent themselves as ATO workers to the public.
- The case was submitted to the Fair Work Commission and hearings are expected to start soon.
- Outsourcing companies involved include Probe Operations, Concentrix Services, and Serco.
- The ATO has not taken a formal public position on the case yet.
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