By REBECCA BILLS
LONGER waits at VicRoads will be inevitable at VicRoads Geelong as counter staff are required to also answer phones, according to the Australian Services Union.
ASU Acting Assistant Secretary Michelle Jackson said a Geelong pilot program meant counter staff had to leave walk-in customers waiting while they answered phones for up to four hours a day.
Ms Jackson said waiting times for VicRoads customers at the Geelong branch would get “even longer” on the back of the program.
She said if VicRoads deemed the trial successful, it would be rolled out to all VicRoads offices.
“ASU members are at breaking point, they are understaffed, and this proposal will lead to increased abuse of employees by frustrated customers, which will lead to unwanted and potentially dangerous levels of stress,” she said.
“The lack of care shown by management for their staff and customers comes as no surprise to the ASU.
“The Victorian Ombudsman recently reported on their poor management practices stating a culture of favouritism, repeated failures to follow procurement guidelines and continuing issues with poorly managed or undisclosed conflicts of interest.”
A VicRoads Spokesperson defended the claims and said VicRoads has been involved in, and responded to, the investigations by the Ombudsman, and was addressing the issues raised.
“VicRoads acknowledges the findings of the Ombudsman and the issues identified in his report, which are in contrast to the high standards which VicRoads endeavours to strive to meet at all times,” the spokesperson said.
“The concept is to have flexibility to balance customer demand across both channels and not at the cost of one or the other.
“For example, telephone staff based in a service centre can get on the counter to assist any spike in demand if required in a local office such as Geelong.
“This would not be possible if they were based in a call centre and importantly, most staff members are very keen to enhance their skills and options that this pilot is expected to provide.”
The spokesperson said management was working with staff “every step of the way”, with no reductions in front line customer service staff.
