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16 March 2001 - The West Australian Government announced that it will support a national call centre code-of-conduct establishing minimum employment and customer service standards for industry.

ACTU President Alison Burrow welcomed the response:

"Today represents an important step in the campaign of call centre employees and their unions to establish decent minimum employment and customer service standards in one of Australia's fastest growing industries. The WA Government should be congratulated for their important support of this initiative," said Ms Burrow.

The ACTU developed the code-of-conduct jointly with six key unions representing call centre employees. The code is aimed at lifting standards throughout the Australian call centre industry. Every call centre employer is encouraged to sign the code. It commits them to respect the right of staff to receive proper training, have a career structure, provide decent working conditions, set reasonable targets and operate fair call monitoring procedures.

The ACTU is also asking all State and Federal Governments to:

- support the code,
- encourage its adoption by all call centres,
- take compliance with the code into account when Government contracts or assistance are given to call centres.

The code has already gained the support of the Tasmanian Government and 'in principle' support from the NSW, QLD and Victorian Governments.

Ms Burrow emphasised that Governments have a leading role to play in raising standards in the call centre industry. State Governments subsidise industry to the tune of $6 billion a year and call centres are significant recipients. She argues that taxpayers deserve to know that their money is being invested in call centres that care about quality service and quality jobs.

"The message to rogue employers in the call centre industry out of today is clear. Call centre staff, their unions, the community and now Governments are saying it's time for you to lift your game," said Ms Burrow.

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