The Communication Workers' Union is to ballot its members working at the 999 call centre - calling for dignity and respect.
The CWU says it's members have asked their employer, Conduit Global, several times for a meeting to discuss a range of issues.
Last week Conduit issued a new policy restricting toilet breaks to a total of 19 minutes in a 12 hour shift - and only after reporting to management.
CWU Spokesman Ian McArdle says staff have been treated appallingly;
Meanwhile, BT Ireland and Conduit Global have released statements disputing these claims.
“There is no ‘toilet break’ policy at our three centres,” a spokesperson for Conduit Global said, but added that “there is a policy to ensure that none of these vital calls go unanswered.” The policy allows for "a 3% allocation of the day" for these "short, frequent breaks," the company say.
There is no requirement for staff to report to management before and after toilet breaks, they say.
Conduit Global add that breaks required for operators recovering and composing themselves after handling traumatic calls are not included in the 3% of time allotted to breaks, and are subject to a separate policy.
This policy, the company says, “allows employees to have short, frequent breaks away from their visual display screen and stretch their legs as well.”
The CWU has said its members at centres requested meetings with their employer, Conduit Global, to discuss a range of issues - Conduit Global say they have met with staff at each of their three centres a number of times this week and will hold additional “employee engagement sessions” in all three of their centres next week.
The company say they are “using this feedback to review our policies and understand what remedies should be put in place to improve and adapt the working environment.
“This shows that we are committed to a positive work environment and an open dialogue with our employees to meet their needs and those of the customers and citizens we serve,”.
BT Ireland, who are contracted to deliver the service, also released a statement and say they are “commissioning an independent contact centre expert to review the work practices, their current application, and to make recommendations.”
The company say that in the event of industrial action they have contingency plans in place to maintain the service.
CWU General-Secretary Steve Fitzpatrick said that the service is state funded – which BT have sought to clarify by saying that the service is not state-funded, but funded through a “call Handling Fee set by the Telecoms Regulator and levied on communications companies.”
