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
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.
