Union warns Centrelink could switch on AI to monitor call centre staff
Services Australia and Veterans Affairs have AI systems installed in their call centres, ready to activate.
The Community and Public Sector Union told a government inquiry about this. Two Australian government agencies have AI systems in their call centres, but haven't switched them on yet.
Services Australia holds sensitive data on every Australian citizen, and the Department of Veterans' Affairs does too. These agencies have the monitoring tech ready to use.
The union wants a blanket ban on AI workplace surveillance written into employment agreements. Just 20 per cent of union members have been asked about AI use at their agencies.
Staff worry the tech might gather sensitive personal data and use it for training. The government rejected the union's surveillance ban during wage talks.
- Services Australia, Veterans Affairs
- Agencies with AI ready
- 20%
- Union members consulted
- Every Australian citizen
- Data held by Services Australia
Why it mattersGovernment AI monitoring could gather Australians' sensitive data without clear safeguards. It could also increase worker stress and burnout by tracking every call.
AustraliaAustralian welfare and veterans affairs callers could have their conversations analysed by AI without knowing it, raising privacy concerns for people discussing benefits, pensions, and personal situations.
✓ Claims checked against the source. checked 2 h ago
