Australian trade union slams voice biometrics plan
19 March 2015 16:45 GMT

Australia’s Community and Public Sector Union has hit out at alleged plans by the government’s welfare body to start using voice biometrics in contact centres.

The CPSU says the federal Department of Human Services (DHS) is preparing to introduce biometric call monitoring and performance management software into frontline client service.

“The DHS is preparing to implement powerful new monitoring and performance management technology across SMART Centres without releasing all relevant documentation or consulting with staff. What is DHS hiding?

This includes voice biometrics recording that tracks the way staff and customers talk, said the CPSU.

Specifically, the union is seeking assurances that th

e technology and call recording will not be used in performance management.

It has also asked the body to release to staff and CPSU all relevant documentation on the proposed MTS system, its technology and capabilities, and support consultation before any decision is made.