Telus Corp. has announced plans to relocate about 150 call centre workers in Ontario to Montreal
Telus Corp. has announced a significant restructuring affecting approximately 150 call centre employees in Ontario. These workers face a tough choice: relocate to Montreal by October, apply for a different role, or accept a layoff. This decision has raised eyebrows, with the union representing these employees calling it a "backdoor termination" aimed at trimming the workforce.
The changes were revealed during an internal announcement, which stated that around 1,000 call centre employees across Canada, who have been working from home since the COVID-19 pandemic began, will be required to return to the office for three days a week starting in September. However, the Ontario employees won't have a local office to return to since Telus is shutting down its Barrie location, which served as the Ontario contact centre. A company spokesperson, Brandi Merker, stated that the closure followed a "thoughtful review of our real estate."
Merker explained that Telus is evolving its customer service approach, emphasizing digital options to reduce call volumes. As part of this transformation, the company is investing in training and new tools for its frontline staff, aiming to improve the quality of service for customers who need assistance with complex issues.
Employees who choose to relocate will receive financial support, with the voluntary separation package reportedly exceeding the minimum requirements set by the Canada Labour Code. This package includes 18 months of wages, along with potential bonuses based on seniority. However, United Steelworkers Local 1944 president Michael Phillips criticized the company's offer as "disingenuous," pointing out that Telus, as a large telecom, could easily maintain an office in Ontario but has opted not to.
Phillips expressed concerns about the lack of notice regarding this abrupt change to the work-from-home model that has been in place since 2020. He argued that the company's decision disrupts the lives of around 1,000 employees who now face an uncertain future.
Employment lawyer Alex Lucifero noted that in a unionized environment, relocation rules are typically defined by the collective agreement. This situation differs from non-unionized settings, where forcing employees to move could lead to claims of "constructive dismissal." Lucifero indicated that if the employer can justify the move for legitimate business reasons, they may have the right to do so, but the situation also raises questions about legal recourse for affected employees.
He emphasized that if the collective agreement does not explicitly address relocation, it falls upon the union to advocate for the employees' best interests. This includes ensuring that workers have a fair chance to find jobs in other departments within the company.
Lucifero pointed out that employers have obligations regarding moving costs and providing adequate notice when requiring employees to relocate. He believes that three months' notice for such a significant change is insufficient, suggesting that employees need more time to organize their affairs for a move of this magnitude.
Telus's restructuring comes on the heels of a major job cut announcement last August, where the company revealed it would be reducing its workforce by 6,000 positions to adapt to the fast-changing telecommunications industry. This included 4,000 jobs from the main Telus business and an additional 2,000 from Telus International, which offers IT and customer service solutions globally.
The company has been increasingly integrating technology into its call centres, including the use of artificial intelligence to enhance customer service operations. Nazim Benhadid, Telus's chief technology officer, mentioned that the company's website now features a fully AI-powered troubleshooting tool that assists customers by guiding them through the process and resolving issues efficiently.
As Telus moves forward with these changes, the impacted employees and their union are left grappling with the implications. The looming deadline for relocation and the uncertainty surrounding future employment have created a challenging environment for those caught in the company's latest restructuring efforts.
