Key facts
- Outsourced ATO call centre workers earn up to 40% less than their public service counterparts.
- Senior outsourced roles, like team leaders, are paid approximately $31 per hour compared to over $52 per hour at the ATO.
- The Community and Public Sector Union (CPSU) argues outsourced workers use ATO systems and represent themselves as ATO staff.
- The Fair Work Commission will hear arguments on whether 'same job, same pay' applies to these outsourced roles.
- The ATO has seen a surge in taxpayer complaints and a review of its call centre practices due to deteriorating service.
Workers at the Australian Taxation Office’s (ATO) outsourced call centres are being paid up to 40% less than their public service counterparts, according to a submission lodged with the Fair Work Commission. The pay disparity, detailed by former Probe Operations worker Nathan Brunne, is particularly pronounced in more senior roles, with team leaders at outsourced centres earning approximately $31 per hour compared to over $52 per hour at the ATO.
Brunne is leveraging the Albanese government's recent workplace reforms, designed to ensure equal pay for equivalent work, even when performed by labour hire employees. The Community and Public Sector Union (CPSU) has joined the proceedings in support, arguing that outsourced workers operate entirely within the ATO's systems, using its scripts, platforms, and policies, and often represent themselves to the public as ATO employees.
Representatives for Probe, Concentrix, and Serco, the three private operators of the ATO's call centres, declined to comment. Probe's legal counsel has indicated that a 'same job, same pay' order would be unfair and unreasonable, framing their service as distinct.
The ATO has faced increased scrutiny due to a rise in complaints about its call centre services, prompting a review by the tax ombudsman. Taxpayer complaints against the ATO have surged by 127% over the past year, coinciding with the agency's adoption of more stringent debt collection practices.