Divyanshu G 
(C): Unsplash
The Department of Employment and Workplace Relations (DEWR) is moving to replace a group of short-term contract contact-centre workers with third-party labour-hire staff, and the timing is not random. The core trigger is the “fixed-term contract cap” problem: the workers have hit the maximum period they can legally stay on rolling short contracts, so DEWR says it cannot renew them. The controversy is what comes next. Instead of converting those roles to ongoing APS jobs, the union says the department is outsourcing the same work and even pushing affected workers to reapply via an external provider.
The Practical Reasons Sitting Under The Headline
In reporting on the decision, DEWR acknowledged the jobs are “core work,” but argued “limited use of labour hire” is still allowed and pointed to budget and workforce constraints. The CPSU’s criticism is sharper: outsourcing drops experience, weakens service quality, and makes vulnerable callers wait longer, because new labour-hire staff rotate faster and take longer to build system knowledge. The same reporting notes wait times had already blown out in parts of the contact centre after earlier outsourcing rounds.
Read more: “Right to Disconnect” Bill Passes: Bosses Fined for After-Hours Emails in Australia
Why This Is Trending Now
This is landing in the middle of a wider national argument about bringing “core” government work back in-house and cutting reliance on external contractors. DEWR’s shift is being read as a test case: what happens when job-security laws stop contract renewals, but agencies still do not offer permanency?
What Workers Should Watch Next
The next signals are whether DEWR creates ongoing APS roles for the work, whether labour-hire numbers expand beyond this group, and whether service metrics (call wait times and complaint volumes) improve or worsen after the swap.
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