Telus call centre workers in Ontario facing ‘extreme stress’ as they fight Quebec move

Around 150 Ontario call centre workers will remain in the province for now as their union disputes Telus' return-to-office plan.

The workers, represented by United Steelworkers Local 1944, were informed in July that they would need to either relocate to Montreal by October, apply for a different position, or face layoffs due to the company's new in-office work mandate this month.

Unlike other Telus employees, the primary workplace for these Ontario workers in Barrie was scheduled for closure this fall. However, the plan was put on hold after a court intervened last month, granting time to hear the union’s case.

“Our members are experiencing significant stress, particularly those in Ontario, as they face the dilemma of leaving their communities or losing their jobs,” said Michael Phillips, president of United Steelworkers National Local 1944.

“We are helping members with workplace accommodation requests related to the mandates, and we want to highlight the disconnect between Telus’ image as an ethical employer and how they are treating their employees.”

In the summer, Telus announced that approximately 1,000 call centre employees across Canada, who have been working remotely since the COVID-19 pandemic, would be required to return to the office three days per week starting in September. However, for Ontario employees, the company said it would close its Barrie site following a review of its real estate, according to Telus spokesperson Brandi Merker.

In response, the union explored legal options, claiming there was “virtually no notice” regarding the changes. On August 8, the British Columbia Supreme Court granted a temporary injunction against Telus' return-to-office mandate. This will remain in effect until two months after an arbitrator is selected and may be extended.

Phillips noted that most affected Ontario employees have worked remotely for years, and while most reside in the Greater Toronto Area, none have expressed interest in relocating to Montreal for in-office work. He also mentioned that the union has not been informed of how many workers have applied for other roles at Telus, nor whether the company will offer additional positions for impacted employees or give them priority in current job openings.

Merker told Global News that Telus has provided financial support for those willing to relocate, alongside "generous" voluntary separation packages exceeding the requirements of the Canada Labour Code. She emphasized that the company's new working model reflects an evolution in how they operate since the pandemic.

“We are awaiting arbitration and will continue to operate as usual, delivering excellent service to our customers,” Merker said.

Phillips added that arbitration over the union’s grievances regarding Telus’ office mandate is currently underway.

Last August, Telus announced plans to cut 6,000 jobs to adapt to a "rapidly transforming industry," citing regulatory and competitive challenges as reasons for reducing its workforce.

According to Alex Lucifero, a partner at Samfiru Tumarkin LLP, the rules surrounding relocation vary between unionized and non-unionized settings. In unionized environments, relocation rules are outlined in the collective agreement, while in non-unionized cases, forcing relocation could be considered “constructive dismissal.”

Lucifero added that if no relocation rules exist in the collective agreement, it falls to the union to ensure employees' interests are protected, including helping them transition into other roles within the company. He also stressed the importance of Telus genuinely committing to finding new positions for affected employees rather than offering empty promises.

“If the company genuinely aims to place employees in other roles to retain their jobs, that’s the right course of action,” Lucifero said. “But if it’s just for show and there’s no real opportunity, it reflects poorly on the employer.”