REPUBLIC OF THE PHILIPPINES

HOUSE OF REPRESENTATIVES

Quezon City, Metro Manila

2 OCT j2;

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FIFTEENTH CONGRESS First Regular Session ' ) House Resolution No.

527

Introduced by Kabataan Party-List Rep. Raymond V. Palatino A RESOLUTION DIRECTING THE HOUSE COMMITTEE ON LABOR AND EMPLOYMENT TO CONDUCT AN INQUIRY, IN AID OF LEGISLATION, ON THE REPORTED CASES OF HEALTH DISORDERS AMONG CALL CENTER AGENTS AND THE NONCOMPLIANCE OF BUSINESS PROCESS OUTSOURCING (BPO) COMPANIES WITH THE PRESCRIBED OCCUPATIONAL SAFETY AND HEALTH STANDARDS GUIDELINES OF THE DEPARTMENT OF LABOR AND EMPLOYMENT (DOLE)
WHEREAS, DOLE, recognizing that the call center industry is "beleaguered by a high staff turnover rate" caused by "concerns over safety and health conditions at work", responded by issuing DOLE Department Circular No. 01 (series of 2008) or the "Policy Guidelines Governing Occupational Safety and Health in the Call Center Industry "; WHEREAS, DOLE Department Circular No. 01 sought to address safety and health issues peculiar to and associated with the nature of call center work; WHEREAS, several cases of call center agents acquiring different types of illnesses, injuries, disabilities and various health problems have been exposed but are not thoroughly reported in mass media; WHEREAS, it has become apparent that it'is inherent in the very nature of night shift call center work, with the pressure from mandatory quotas and other conditions, that call center agents experience various health and psychological problems; WHEREAS, among such problems is the rampant manifestation of urinary tract infections (UTI) among call center agents arising from the forced irregular bathroom breaks policy in many workplaces; WHEREAS, another health problem that beleaguers call center agents is

manifestation of carpal tunnel syndrome and other musculoskeletal disorders among several workers due to the substandard orientation of many call center agents' workstations; WHEREAS, due to prolonged night work, many call center agents are reported to be experiencing sleep disorders and eating disturbances; WHEREAS, due to the stressful work environment, many call center agents are also

reported to be experiencing various psychological problems, from anxiety, depression, irritability and general dissatisfaction with life; WHEREAS, it is posited by scientific studies that the increased turnover and attrition rate in the BPO industry is attributed to the various work-related health disorders experienced by call center agents all over the country; WHEREAS, DOLE has the power to visit, inspect and enforce the compliance of BPO companies to its occupational safety and health standards; WHEREAS, despite its inspectorial and enforcement powers, DOLE has previously issued another order four years earlier, Department Order 57-04 (D.O. 57-4), which has allowed companies to avoid mandatory inspections through self-assessment processes; WHEREAS, it has become apparent that many BPO companies have avoided inspection by the DOLE, and thus prevented the discovery of work-related disorders inherent in the nature of call center work by invoking D.O. 57-04; WHEREAS, by effectively concealing the relationship between health disorders experienced by many call center agents and the inherent nature of call center work, BPO companies have effectively refused medical benefits to many workers seeking compensation for their work-related health and psychological problems;

NOW THEREFORE BE IT RESOLVED, AS IT IS HEREBY RESOLVED, that the House Committee on Labor and Employment conduct an inquiry on the reported cases of work-related health disorders among call center agents and the non-compliance of BPO companies with the prescribed Occupational Safety and Health Standards Guidelines of the DOLE with the view of creating legislation that would ensure the occupational safety and the health welfare of the hundreds of thousands of Filipinos who have found work in BPO companies across the country;

Adopted,

HON. RA ' ND V. PALATINO Represe tative, Kabataan Party-list