Dear Sisters, Brothers and Friends,
Update: FPSLREB Decision on CRA Call Centre Hours of Work Grievances
The Federal Public Sector Labour Relations and Employment Board (FPSLREB) issued its decision on April 9, 2026, regarding three PSAC-UTE policy grievances about hours of work in CRA contact centres. We have attached the full decision for your reference.
Although the decision was issued on April 9, 2026, UTE waited until it was available in both official languages before distributing this memo.
Key Outcomes
- 2019 grievance – Allowed CRA applied improper schedules at the Hamilton Niagara Call Centre without proper consultation or a required VSSA.
- 2021 grievance – Allowed CRA extended and changed hours without adequate justification or meaningful consultation. The Board found that CRA’s long‑standing practice of negotiating extended hours prevented it from acting unilaterally during this period (estoppel).
- 2023 grievance – Denied With the new collective agreement in place, CRA consulted the union and provided reasons for weekend and evening hours. The Board ruled that CRA could exercise its management rights going forward, provided it consults properly with the Union.
What this means
- Two grievances were successful; one was not.
- CRA must respect consultation requirements and established practices.
- Shift schedules can be implemented only in accordance with the collective agreement.
Next Steps
The Board has not yet ruled on remedies. It remains seized on this issue, and UTE will update Locals and RVPs as information becomes available.
Please do not hesitate to contact your Local if you have any questions or concerns.
In solidarity,
Manon Desormeaux
Senior Labour Relations Officer