CONTACT 121 CALL CENTRE

562 Dr McFETRIDGE (Morphett) (9 July 2013). With reference to 2013-14 Budget Paper 4, vol.1, p. 93—

1. How many staff are currently employed at the Contact 121 call centre under this contract and how many were previously employed?

2. How many of the staff that were previously employed have stayed with Contact 121 Pty Ltd and are their wages lower?

3. Are the majority of these call centre positions now outsourced overseas?

4. What protocols has the government put in place through the tender and contract process to ensure that employees are locally employed and paid at the same rates as what was paid previously?

The Hon. A. PICCOLO (Light—Minister for Communities and Social Inclusion, Minister for Social Housing, Minister for Disabilities, Minister for Youth, Minister for Volunteers): I have been advised:

1. Contact 121 currently employs 43 staff to perform the tasks required under the contract. These operators comprise those dedicated to the Housing SA and Department for Communities and Social Inclusion (DCSI) contract and those who are blended agents who take calls for other services contracted with Contact 121. The previous provider employed 47 staff with these operators all dedicated to the Housing SA and DCSI contract.

2. Nine staff members employed by the previous provider were employed by Contact 121. Housing SA does not have access to their pay rates, but require staff to be paid at the industry award rate, as a minimum.

3. There are no positions under the Housing SA Call Centre Agreement which are outsourced overseas.

4. The terms and conditions of the Call Centre Agreement and public request for tender stipulated that the call centre operations had to be based in metropolitan Adelaide, thereby ensuring local employment opportunities for South Australians.