Policy Grievance, Complaint - ABSB Call Centre Hours of Work
Sisters, Brothers and Friends,
Call Centres
Report of the Call Centre Committee
Eddy Aristil
National Call Centre Committee met on February 22, 2022
The following items were discussed with the agency:
- Pilot project on introducing online chat
- Update on the application of sections 60.01 and 60.02
- Ratio of permanent vs contract employees
- Plan for implementing the joint union-management committee’s recommendations about call centres
Respectfully submitted,
Eddy Aristil
Committee Chair
Situation at CRA Contact Centres - Open letters
Sisters, Brothers and Friends,
As you are probably aware, the Canada Revenue Agency decided last May not to renew the contracts of over 2,000 agents working in its Contact Centres.
As we predicted, the result was immediate. Taxpayers have been waiting on average more than three (3) hours since the start of the summer to get answers to their questions. And that's if they don't simply lose patience and abandon their call altogether.