Windsor, Ont. (140 call-centre employees) and the United Steel, Paper and Forestry, Rubber, Manufacturing, Energy, Allied Industrial and Service Workers Intl. Union (USW), Local 1944
Click here to view the original collective agreement.
Renewal agreement: Effective Jan. 23, 2017, to Jan. 22, 2019. Signed on Oct. 24, 2017.
Wage adjustments:
Effective Sept. 1, 2017: 1.5%
Effective Sept. 1, 2018: 1.5%
Shift premium: $0.50 per hour for employees who work flex-shifts.
Paid holidays: 10 days, plus 2 personal days or 15 hours per year.
Vacations with pay: For employees hired prior to Sept. 1, 2017: 15 days to start, 20 days after 5 years, 25 days after 10 years. For employees hired after Sept. 1, 2017: 15 days to start, 20 days after 7 years, 25 days after 15 years. Maximum 5 days may be carried over to next year, must be used by March 31 or days will be forfeited.
Overtime: Time and one-half for all work in excess of 7 1/2 hours per day or 37 1/2 hours per week.
Dental: $1,000 per year for basic services or $1,500 per year for basic and major, $1,500 lifetime for ortho or $1,750 per calendar year for basic and major, $2,000 lifetime for ortho, based on different plans.
Vision: $100, $200 or $300 for eyeglasses, contact lenses and laser, every 24 months, based on different plans.
Paramedical: $500 or $750 per practitioner, based on different plans.
Sick leave: 5 days per year, maximum 37 1/2 hours.
STD: 66.67% of weekly earnings, maximum $750 per month.
LTD: 60% of monthly earnings or 67% of first $2,500 of monthly earnings, 50% of balance, based on different plans.
AD&D: Coverage of $300,000 or $500,000, based on different plans.
Life insurance: Coverage of $300,000 or $500,000, based on different plans.
Bereavement leave: 10 days for death of spouse, common-law spouse, child, parent. 5 days for death of sibling, grandparent, grandchild, stepchild, stepparent. 3 days for death of in-laws, spouse/common-law partner’s in-laws. 1 day for death of sister-in-law, brother-in-law, aunt, uncle, niece, nephew.
Seniority – recall rights: 12 months.
Call-in pay: Minimum 3 hours’ at straight-time rate.
Probationary period: 3 months.
Discipline: Sunset clause is 36 months, except for offences considered to be serious by employer who will, upon written request from employee, remove record of discipline from employee’s file.
Severance: 8 days of severance pay for each year of service for employees who have completed 12 months of employment
Sample rates of hourly pay (current):
Level A
Customer-service representative/technical-support representative
Starting rate: $11.65
Upon successful completion of probation: $12.15
Year 1: $12.64
Year 2: $13.14
Year 3: $13.67
Year 4: $14.21
Bilingual level A roles
Starting rate: $12.65
Upon successful completion of probation: $13.15
Year 1: $13.68
Year 2: $14.22
Year 3: $14.79
Year 4: $15.38
Level B
Retail-support representative/social-media representative/back-office representative/customer-loyalty representative
Starting rate: $12.65
Upon successful completion of probation: $13.15
Year 1: $13.68
Year 2: $14.22
Year 3: $14.79
Year 4: $15.38
Customer-loyalty representative - bilingual
Starting rate: $13.65
Upon successful completion of probation: $14.15
Year 1: $14.72
Year 2: $15.30
Year 3: $15.92
Year 4: $16.55
Level C
Team-lead/real-time adherence trainer
Starting rate: $15.15
Upon successful completion of probation: $15.65
Year 1: $16.28
Year 2: $16.93
Year 3: $17.60
Year 4: $18.31
Team-lead - bilingual
Starting rate: $16.15
Upon successful completion of probation: $16.65
Year 1: $17.32
Year 2: $18.01
Year 3: $18.73
Year 4: $19.48
Editor’s notes: Abusive calls: Employees may end abusive calls without fear of being disciplined, suspended or terminated providing they are following abusive-call SOP. Humanity fund: Employer will deduct, on first pay period of October in each year, $20 from wages of employees who advise employer to deduct said amount for humanity fund.
Wage adjustments:
Effective Sept. 1, 2017: 1.5%
Effective Sept. 1, 2018: 1.5%
Shift premium: $0.50 per hour for employees who work flex-shifts.
Paid holidays: 10 days, plus 2 personal days or 15 hours per year.
Vacations with pay: For employees hired prior to Sept. 1, 2017: 15 days to start, 20 days after 5 years, 25 days after 10 years. For employees hired after Sept. 1, 2017: 15 days to start, 20 days after 7 years, 25 days after 15 years. Maximum 5 days may be carried over to next year, must be used by March 31 or days will be forfeited.
Overtime: Time and one-half for all work in excess of 7 1/2 hours per day or 37 1/2 hours per week.
Dental: $1,000 per year for basic services or $1,500 per year for basic and major, $1,500 lifetime for ortho or $1,750 per calendar year for basic and major, $2,000 lifetime for ortho, based on different plans.
Vision: $100, $200 or $300 for eyeglasses, contact lenses and laser, every 24 months, based on different plans.
Paramedical: $500 or $750 per practitioner, based on different plans.
Sick leave: 5 days per year, maximum 37 1/2 hours.
STD: 66.67% of weekly earnings, maximum $750 per month.
LTD: 60% of monthly earnings or 67% of first $2,500 of monthly earnings, 50% of balance, based on different plans.
AD&D: Coverage of $300,000 or $500,000, based on different plans.
Life insurance: Coverage of $300,000 or $500,000, based on different plans.
Bereavement leave: 10 days for death of spouse, common-law spouse, child, parent. 5 days for death of sibling, grandparent, grandchild, stepchild, stepparent. 3 days for death of in-laws, spouse/common-law partner’s in-laws. 1 day for death of sister-in-law, brother-in-law, aunt, uncle, niece, nephew.
Seniority – recall rights: 12 months.
Call-in pay: Minimum 3 hours’ at straight-time rate.
Probationary period: 3 months.
Discipline: Sunset clause is 36 months, except for offences considered to be serious by employer who will, upon written request from employee, remove record of discipline from employee’s file.
Severance: 8 days of severance pay for each year of service for employees who have completed 12 months of employment
Sample rates of hourly pay (current):
Level A
Customer-service representative/technical-support representative
Starting rate: $11.65
Upon successful completion of probation: $12.15
Year 1: $12.64
Year 2: $13.14
Year 3: $13.67
Year 4: $14.21
Bilingual level A roles
Starting rate: $12.65
Upon successful completion of probation: $13.15
Year 1: $13.68
Year 2: $14.22
Year 3: $14.79
Year 4: $15.38
Level B
Retail-support representative/social-media representative/back-office representative/customer-loyalty representative
Starting rate: $12.65
Upon successful completion of probation: $13.15
Year 1: $13.68
Year 2: $14.22
Year 3: $14.79
Year 4: $15.38
Customer-loyalty representative - bilingual
Starting rate: $13.65
Upon successful completion of probation: $14.15
Year 1: $14.72
Year 2: $15.30
Year 3: $15.92
Year 4: $16.55
Level C
Team-lead/real-time adherence trainer
Starting rate: $15.15
Upon successful completion of probation: $15.65
Year 1: $16.28
Year 2: $16.93
Year 3: $17.60
Year 4: $18.31
Team-lead - bilingual
Starting rate: $16.15
Upon successful completion of probation: $16.65
Year 1: $17.32
Year 2: $18.01
Year 3: $18.73
Year 4: $19.48
Editor’s notes: Abusive calls: Employees may end abusive calls without fear of being disciplined, suspended or terminated providing they are following abusive-call SOP. Humanity fund: Employer will deduct, on first pay period of October in each year, $20 from wages of employees who advise employer to deduct said amount for humanity fund.
