CRA/UTE Contact Centre Committee Terms of Reference

PREAMBLE

In response to concerns that may arise in the Canada Revenue Agency (CRA) Contact Centre, the CRA and the Union of Taxation Employees (“UTE” or “the Union”) have agreed to establish a joint committee to engage in meaningful discussions related to working conditions and the application of the collective agreement in the CRA Contact Centre.

PURPOSE

The Joint Contact Centre Committee serves the following purposes:

• To allow for meaningful consultation* and to foster and maintain an open dialogue between Management and the Union on issues related to work conditions in the CRA Contact Centre.
• To provide a valuable forum for both Union and Management to meet, to have free and open exchanges, and to ensure a better understanding of the key issues and developments impacting the Contact Centre.
• To work together to find viable solutions and resolve differences, recognizing that at times, the committee members may need to agree to disagree.
• To present recommendations regarding the development of fair and transparent guidelines concerning topics such as, but not limited to, telework, equipment and working conditions in the CRA Contact Centre.

*Meaningful consultation is a process of exchanging information and obtaining views and advice on issues relating to the workplace that affect employees. It should take place when changes are being contemplated and should begin at the earliest opportunity, prior to decisions being taken to ensure that the comments or concerns of key stakeholders are seriously considered. It will not diminish management’s legal authority and obligation to manage or the union’s legal rights established by legislation, collective agreements or conditions of employment.

SCOPE

The Committee acts as the focal point to discuss and identify issues, and planned or proposed initiatives with a relevant workforce impact to the Assessment and Benefits Services Branch (ABSB) and the Collection and Verification Branch (CVB) Contact Centres, where meaningful consultation will not occur via another joint union-management venue.**

**It is acknowledged that other avenues of discussion may be used to address certain issues and/or initiatives that may be related to the CRA Contact Centre, as appropriate (i.e.
Technological Change Sub-Committee, other union-management committees etc.).

COMPOSITION OF COMMITTEE

Management Representatives

• Director General, Assessment and Benefits Services Branch (ABSB) - Management Co-chair
• Director General, Collection and Verification Branch (CVB)
• Two (2) program representatives from ABSB to attend the meeting to provide technical details about the various initiatives being discussed during the meeting, as required.
• Two (2) program representatives from CVB to attend the meeting to provide technical details about the various initiatives being discussed during the meeting, as required.
• Two (2) program representative from other Branches, as required.

Union Representatives

• UTE Regional Vice-President – Union Co-chair
• Two (2) UTE Representatives
• UTE Labour Relations Officer

Alternates

An alternate may serve as a replacement on an exceptional basis when a committee member is unable to attend a meeting.

Observers and Additional Participants

Observers and/or additional participants may be invited as observers, technical or special advisors, or subject matter experts, provided the Co-chairs of the committee agree in advance. They do not participate in discussions unless formally asked to do so, and should speak only on the agenda items for which they have been invited.

MEETINGS

Meeting chair 

• The responsibility for chairing the meeting will alternate between the UTE Regional Vice- President (union Co-chair) and the Director General, Assessment, Services, and Benefit Branch (management Co-chair).
• The Co-chairs will identify an alternate to act on their behalf should they not be available.

Frequency of the meetings

The committee will normally meet three (3) times per year. Additional ad hoc meetings may be scheduled as required. The time and date of committee meetings will be mutually agreed upon and will be scheduled during working hours. The meetings will take place virtually via MS Teams until further notice.

Notification

The Union-Management Relations (UMR) Team in the Labour Relations Division will send notices of upcoming meetings and requests for agenda items to all committee members well in advance of any meetings.

Agenda

The UMR Team will prepare the agenda with support and input from both management and the union.

Management and Union representatives may raise agenda items through the Union-Management Relations (UMR) Team in the Labour Relations Division. A description of each topic to be raised must be provided in order to ensure fruitful discussions.

Agenda items will be sufficiently explicit and exchanged well in advance of the meeting so that both parties may share any relevant information and adequately prepare for the meeting.

The topics must be specific to the Contact Centre environment.

Language

Meetings will be conducted in accordance with the provisions of the Official Languages Act.

LEAVE FOR COMMITTEE MEETINGS

 The participants will be granted leave with pay to attend the committee meetings and for related travel time.

COMMITMENTS

 The UMR team will coordinate any commitments made during the meeting. A brief summary of discussion that will include the names of the participants, the main points discussed, commitments made and topics that will be discussed during subsequent meetings will be shared with the both the union and management in a timely fashion.

AMENDEMENTS

These terms of reference may be reviewed and/or amended as required.