CWU - Serious Concern Over New Call Centre H&S Document

Following the publication of the new HELA 94/2 document issued by HS Labs, concern has been expressed by many as to its content and the negative impact parts of it may have on the health and safety of people working in the contact centre industry.

As was mentioned in an earlier news item on this site, the CWU played a major role in the development of the original HELA 94/1 document issued some years ago, as did the TUC.

However, it appears that despite widespread consultation prior to this current version being issued, little of the submissions made during those consultation exercises have been utilised in the new document.

Dave Joyce, CWU National Health Safety & Environment Office commenting to Unionsafety on the new HELA document said,

"I am not happy at all about the re-issue and revision of the document HELA 94/2 which has taken place without consultation. I have written to Hugh Robertson TUC, Bill Callaghan HSC Chair and Lord Hunt H&S Minister about it.

We in the CWU, (myself and Steve Mann plus Safety Reps) played a big part in a major submission and amendments to the original draft LAC 94/1 drawn up by the HSL following extensive research, the bulk of our changes were taken on board and despite some misgivings it has proved an important document.

To be fair the new LAC 94/2 adds some additional areas and improvements but as you say has some serious shortcomings elsewhere in an industry that needs help.

On Acoustic Shock I have made it crystal clear that we are very disappointed especially as the NPL with the support of the DWP and Health and Safety Minister Lord Hunt has now drawn up a nationally recognised and accepted definition of Acoustic Shock which should have been in the revised document.

It is also not accurate to say that exposure to acoustic shock should not cause hearing damage! I have told the authorities that the CWU has had hundreds of members damaged permanently by Acoustic Shock who have subsequently had to stop work in Call Centres. One of whom will be telling her story in person at the Acoustic Safety Conference organised by the Acoustic Safety Programme, in Glasgow on 27-28 November

I have asked for a full investigation into how this guidance was revised without consultation and why the serious omissions?"

Given that the CWU has been at the forefront of health and safety in contact centres ever since their development within the UK, the views of its safety reps will be very interesting once they have had the opportunity to fully digest the contents of the new document.

Meanwhile, concern has also been expressed by one of the many organisations in the NW that made major submissions to HS Labs prior to the finalisation of the document. Whilst not making these public as yet, Unionsafety understands that they are of a similar nature to that of the CWU and particularly relate to their submissions not being considered in the final draft despite clear indications they would be.

It remains to be seen what impact this document has, but suffice to say that whilst the original HELA 94/1 was considered by many to be the "H&S Bible" for contact centre workers and safety reps as well as forward thinking managers in the industry, the new HELA 94/2 may well be confined to the back of the USR's filing cabinet.

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