Thirteen call centre workers on short-term contracts at the Department of Employment and Workplace Relations (DEWR) will lose their jobs and be replaced by outsourced workers. Their union warns this change will affect vulnerable callers needing government help. Laws meant to improve job security block further contract renewals for these staff. Instead of making them permanent employees, DEWR plans to hire a private contractor. The department admitted the work is "core," which the Albanese government promised not to outsource. A DEWR spokesperson said limited use of labour hire is allowed and said, "All contact centre workers receive comparable pay and conditions, including the same training, support and flexible working arrangements to ensure consistent service quality." Currently, DEWR has about 55 roles filled by outsourced staff. One worker said they were "gobsmacked and disappointed" and stressed that "core work needs to be done by experienced APS staff." They added that outsourcing has caused call wait times to jump from 20 minutes to over 2.5 hours, saying, "There’s not enough staff and then that just snowballs." Union deputy secretary Beth Vincent-Pietsch called the situation "outrageous" and said DEWR should be the "employer of choice" for workplace standards. She warned that many "very vulnerable people" mistakenly believe outsourced staff are government workers. She said, "Any new people coming in the door are not going to be able to have the capacity to take those phone calls straight off the bat because they do take expertise and knowledge." Employment Minister Amanda Rishworth declined to comment.