Call Centres

ABSB Contact Centre Hours of Work Matrix for the year 2024

Hello Sisters, Brothers and Friends,

For a number of years, the Union of Taxation Employees (UTE) has engaged in consultation with the Canada Revenue Agency (CRA) with respect to extended hours of service in the CRA’s Assessment, Benefit and Services Branch (ABSB) Contact Centres during the income tax filing season. These extended hours of service were initially introduced by the CRA to meet the needs of Canadian taxpayers, both individuals and businesses, to assist them in the filing of their income tax returns and such other ancillary matters.

Call Centre members off-phone period

Union News - December 2022

During the last round of bargaining, your union negotiated a five (5) minute off-phone period for each full hour that you are working.  This improvement to the working conditions of our Call Centre members was a hard-fought benefit achieved through focussed negotiations and several meetings with the employer.

Collective Agreement Articles

Union News - December 2023

In this edition of Union News, we are going to discuss several articles contained within the collective agreement. This includes the most recent changes to our collective agreement along with changes in place because of negotiations during the past few rounds of collective bargaining.

Contact Centre Committee Meeting

MEETING REPORT
FOR INTERNAL USE ONLY

DATE: February 6, 2024                 TIME: 1pm-4pm

BRANCH: ABSB and CVB              UNION: UTE

LOCATION/FORMAT: Hybrid - In-person (395 Terminal Ave - Room 8005 8th floor, Ottawa) and virtual (MS Teams)

Contact Centre Committee Meeting

MEETING REPORT
FOR INTERNAL USE ONLY

DATE: November 1st, 2023      TIME: 1pm-4pm

BRANCH: ABSB and CVB         UNION: UTE

LOCATION/FORMAT: Hybrid – Montréal TSO – 305 René-Lévesque, Montréal, Qc, (Sunshine Room 607-5, 6th floor) and Microsoft Teams

Important Information for Call Centre Members

Union News - September 2021

Off Phone Time

During the last round of collective bargaining, your Union, the Union of Taxation Employees (UTE), was successful in negotiating a provision to assist Call Centre members in enjoying a reprieve from the continuous engagement of responding to enquiries and requests for assistance from taxpayers. The following clause was agreed to during bargaining by the UTE and the employer (the CRA):

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