Telus to Ontario Call Centre Workers: Relocate or Accept Layoffs

Telus has told roughly 150 call centre employees in Ontario that they need to relocate by October, find another role, or accept layoffs.

According to United Steelworkers Local 1944 representing the Telus employees, it said employees have the option to work in Montreal. But this move is being called “backdoor termination” aimed at reducing the Telus workforce, reports The Canadian Press.

This decision is part of a broader reorganization that requires around 1,000 call centre employees nationwide to return to the office three days a week starting in September.

However, Ontario-based agents won’t have a local office to return to due to the closure of the Barrie location, which housed the Ontario contact centre. These workers have been working from home since 2020.

Telus spokeswoman Brandi Merker said the closure followed a “thoughtful review of our real estate.”

“We’ve been on a journey to evolve our customer service, increasingly offering digital and self-serve options that continue to decrease call volumes,” Merker stated.

She noted that those accepting relocation would receive financial support, and the voluntary separation package offered exceeds Canada Labour Code requirements.

United Steelworkers Local 1944 President Michael Phillips criticized the offer as “disingenuous,” arguing that Telus could provide an Ontario office if it chose to. He added that the union is exploring legal options, as there was “virtually no notice” of the change.

Last August, Telus announced it was cutting 6,000 jobs to adapt to a “rapidly transforming industry,” citing regulatory and competitive challenges. Telus customer service on its website, in particularly its troubleshooting tool, has moved completely to generative AI, according to the company last month.