Centrelink staff claim toilet breaks are being timed by management in ‘intrusive’ crackdown

Call centre workers say systems are monitoring their performance minute-by-minute in bid to improve wait times

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Centrelink call centre staff claim they are being monitored minute-by-minute, including the length of their bathroom breaks, as part of a management-led crackdown to improve average call wait times that have blown out to nearly double in the last year.

Staff spoke to Guardian Australia on the condition of anonymity, for fear of losing their jobs, claiming management systems, which assist team leaders in capturing call time figures and monitoring staff activities, acted more like a surveillance system, describing them as “intrusive and stressful”.

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