BACKGROUND:

On 8 December 2008, the PSA wrote to DTEI chief Executive Mr Jim Hallion advising that PSA members employed by Service SA in the Customer Service Centre Branch Offices were consistent in their claim that they are being subjected to unreasonable workloads consequential to:

• The reduction in staff numbers in the CSC Branch Offices.
• The extended lead times for customers to access new services (e.g. Australia Post and E-commerce).
• Management pressure to maintain the Branch key performance indicators (KPIs) which subjects members to additional work pressure.
• Importantly members also reported:
• The reduction of staff in the CSC Branch Offices has reduced staffing flexibility and requires the remaining staff to spend more time at the counter serving customers.
• Members are unable to access TOIL days as relieving staff are no longer available to cover their absence.

DTEI subsequently wrote to the PSA on the 15 December 2008 confirming that an investigation into  the PSA allegations had been implemented and that DTEI would advise the PSA of the outcomes.

To date the PSA has not received any advice from DTEI concerning the investigation, however in the interim members reported to the PSA that workloads remained intense during the holiday period and a member was assaulted by an irate customer at a metropolitan Branch Office.

WHERE TO FROM HERE ?

The PSA is concerned that DTEI is failing to abide its obligations to maintain a safe and healthy workplace for PSA members employed in Service SA Customer Service Centre Branch Offices.  Accordingly earlier today the PSA lodged a formal industrial dispute in the Industrial Relations Commission SA to have the issues heard before an Industrial Commissioner.

The dispute is listed for conference before Commissioner McMahon @ 11:00am Monday 12 January 2009.  The PSA will consult with members about the recommendations from the Commission.

For enquiries please contact PSA Senior Industrial Officer Mike Thorpe on 8205 3284 or alternatively e-mail: mct@cpsu.asn.au

PSA WORKING FOR MEMBERS IN SERVICE SA