Is workplace surveillance going too far? These former Woolworths and Services Australia workers speak out

Dec 19 2024
ABC News




Ray Dalli says his job became unbearable when the federal government agency in charge of social services like Centrelink, Medicare and child support introduced new software that would track and measure every minute of his shifts.   :(

The former Services Australia employee even considered documenting the details of his toilet visits to avoid being accused of stealing time from the agency, after the software was installed.

Mr Dalli alleges that tracking included the number of seconds in his phone calls and his refreshment breaks.

The data collected could then be used to coach or reprimand employees.

"All of a sudden, we started to become robots. It was just crazy, it was horrendous, it was demeaning, and it was dehumanising," he told 7.30.

Mr. Dalli is the first employee to speak out publicly about the issue, after concerns were raised about the practice in Senate Estimates earlier this year.

Independent Senator David Pocock told a Senate hearing he had received testimonies from employees who said that things like drinking water and going to the toilet, were sometimes seen as "time theft".

After manning one of Services Australia's call centres for about eight years, Mr Dalli says his manager called him for a coaching session because some of his toilet breaks took longer than five minutes.

David Pocock holding a press conference at Parliament House


This data was captured by a software platform that tracked employees' modes of activity throughout their shifts. The software was designed to improve customers' experience and increase the call centres' efficiency.

However Mr Dalli says that it was the way the agency used the data to micromanage or reprimand staff, that concerned him.

"I mean, you could get to the toilet, and there was a small queue, there might have been two people in there already, so you had to wait. Do you need to diarise that? You know, these are the sort of things that came up."

Mr Dalli retired in April this year.

"I refer back to the old song by The Police, because that's what it felt like, every breath you took, every move you made, they'll be watching you.

Is surveillance increasing?
7.30 understands the issue of timing toilet breaks has since been resolved. Services Australia said in a statement that monitoring toilet breaks doesn't align to their policies, culture or expectations, and that staff are encouraged to report it to senior leaders if it ever occurs.

A survey conducted last year by international law firm, Herbert Smith Freehills, found 97 per cent of large companies across all sectors are already using, or plan to use, technology to monitor employees.

Surveillance technologies can vary from things like CCTV, to facial recognition, and keystroke tracking.

In Australia there are no laws that specifically govern which technologies can be used in the workplace and how they can be used.

Two inquiries — one federal and one in Victoria — are currently looking into whether our laws are fit for purpose. In NSW, a similar inquiry concluded in 2022.

It recommended that the government update the Workplace Surveillance Act (2005) to take into account new technologies, introduce privacy protections for workers and ensure workers are notified about how they are being monitored and have the right to negotiate or oppose it.

However, two years on, none of the inquiry's 13 recommendations have been implemented.

Greens MP Abigail Boyd who participated in that inquiry acknowledged that surveillance technologies in the workplace can be positive but says there should be clear boundaries that address how they can be used in the workplace.

A woman sits at a desk.
Greens MP Abigail Boyd says there must be limits to surveillance in the workplace.

She says that improving productivity should not come at the cost of employee welfare.

"I think that's a slippery slope. It's a crude way to say it, but we could bring back slave labour and have incredibly efficient companies," Ms Boyd said.

"Workers are not robots, they're human beings, and there has to be limits on what a company does in relation to its employees and how it's monitoring them."

'Open secret' at Woolies
In November, Woolworths warehouse staff went on strike for 17 days partly over how the company used technology to monitor and discipline workers.

Charlie who worked in Woolworths stories and who resigned in July after 10 years, told 7.30 he was concerned about the level of surveillance.


Charlie recently quit working at Woolworths after a decade.

Woolworths stores contain CCTV cameras, employee wearable cameras, and cameras installed on the self-service checkouts.

"You get quite hyper-vigilant. You have a self awareness about your movement and your conduct and your presence in the store the whole time that you're there," Charlie said.

He claims he was told by managers that CCTV footage was sometimes used to monitor and reprimand staff.   :(

"It's a bit of an open secret," he said.

"There were a number of instances where team members were pulled aside to have disciplinary conversational performance conversations with management about things that they'd observed through the CCTV footage … several managers disclosed that to me."

The use of CCTV to discipline employees is not against the law.

Woolworths said in a statement that CCTV footage is reviewed only as part of an investigation into store incidents including safety, personal injury, theft or damage.

Their privacy policy states that Woolworths may collect CCTV information for other purposes as well.

Yes - it's going too far.

Who wants to work in a fish bowl?

In my last job we were under constant CCTV monitoring and all phone calls recorded.

I just did my job so it didn't bother me at all and on one occasion in an investigation I asked for the recording of a phone conversation to prove I followed company policy and that removed all doubt that I was telling the truth. I knew that I was being recorded and used that to my advantage, if anyone questioned what I did I would simply say lets not get into a he said she said moment and just look at the recording and remove all doubt. It worked for me.

My job involved being under video surveillance for much of the time. The boss would review days that were questioned by customers. I think there was one time I fell asleep during my work hours. I just worked overtime for free to make up for the loss of work.

UnSubRocky wrote on Dec 19^th, 2024 at 7:00pm:

My job involved being under video surveillance for much of the time. The boss would review days that were questioned by customers. I think there was one time I fell asleep during my work hours. I just worked overtime for free to make up for the loss of work.

If there's so little happening that you FALL ASLEEP, it seems quite unfair of your employer to penalize you in any way.

Were you also docked pay for playing on your phone?

Aurora Complexus wrote on Dec 19^th, 2024 at 7:52pm:

UnSubRocky wrote on Dec 19th, 2024 at 7:00pm: My job involved being under video surveillance for much of the time. The boss would review days that were questioned by customers. I think there was one time I fell asleep during my work hours. I just worked overtime for free to make up for the loss of work. If there's so little happening that you FALL ASLEEP, it seems quite unfair of your employer to penalize you in any way. Were you also docked pay for playing on your phone?

No, it was simply a matter that I sat down for 5 minutes and fell asleep for the next 25. The boss came to get me to get back to work. I was exhausted.

Recent years, I have fallen asleep in the car after work.

Unfortunately for some employers we are actually human.
Cameras are the last thing I worry about.
If you doing nothing wrong why care about them?
I felt like rubbish today and was busy.

I got it done but I wish I had more energy.

I’m really going look at my diet.

I’m far from an athlete but I want to do something that gives me more energy at work.
I’m getting good sleep.
I just feel so bloated and tired.
I really want to have more energy and do a better job every day.

I really going focus next year on my diet and fitness.
I value my employment. I need to improve my performance.

Don’t it suck getting old🤪

UnSubRocky wrote on Dec 19^th, 2024 at 9:01pm:

Aurora Complexus wrote on Dec 19th, 2024 at 7:52pm: UnSubRocky wrote on Dec 19th, 2024 at 7:00pm: My job involved being under video surveillance for much of the time. The boss would review days that were questioned by customers. I think there was one time I fell asleep during my work hours. I just worked overtime for free to make up for the loss of work. If there's so little happening that you FALL ASLEEP, it seems quite unfair of your employer to penalize you in any way. Were you also docked pay for playing on your phone? No, it was simply a matter that I sat down for 5 minutes and fell asleep for the next 25. The boss came to get me to get back to work. I was exhausted. Recent years, I have fallen asleep in the car after work.

That’s a really interesting post.

A question if I may and you certainly don’t have to answer.

Are you diabetic?
Have you ever had your iron levels tested?

Very personal questions and no need for you to say anything.

Bobby. wrote on Dec 19^th, 2024 at 7:52am:

Yes - it's going too far. Who wants to work in a fish bowl?

Well, I’m a shift worker.
I have had a colleague/ comrade suffering a heart attack at work in the earliest hours of the morning at work and found cold dead when the morning shift arrived.

Obviously sometimes it’s beneficial.
He might be alive today if someone in security notice on a monitor he was collapse on the floor for five hours.

Everyone automatically seems to assume your boss is out to screw you over.
Change jobs!
Majority of bosses need and want to help you be your very best.
You don’t have to be a victim.
If your boss is poo.
Move on

Daves2017 wrote on Dec 19^th, 2024 at 10:50pm:

That’s a really interesting post. A question if I may and you certainly don’t have to answer. Are you diabetic? Have you ever had your iron levels tested? Very personal questions and no need for you to say anything.

I am type 2 diabetic. This afternoon, I went and bought myself a block of chocolate and a bottle of Coca Cola, just for the sake of it. My body responds by pumping out high doses of insulin. I am ready to fall asleep within 15 minutes of consuming sugary foods.

My iron levels are quite alright. The night I fell asleep, I was exhausted. I have had nights where I do 5 hours of physical labour, and then need to fall asleep before I can drive home.

Just recently, I decided to just quit alcohol for as long as I wanted. Something triggered me to just cut the alcohol out of my diet -- and it was not just the bank account balance. I am getting to near middle age (unless I am that part in my life by now). I also don't want to be that 40-something-years-old guy that has nothing to boast about in life. But I look quite young for someone who has reached a halfway point in life.

Daves2017 wrote on Dec 19^th, 2024 at 11:02pm:

Bobby. wrote on Dec 19th, 2024 at 7:52am: Yes - it's going too far. Who wants to work in a fish bowl? Well, I’m a shift worker. I have had a colleague/ comrade suffering a heart attack at work in the earliest hours of the morning at work and found cold dead when the morning shift arrived. Obviously sometimes it’s beneficial. He might be alive today if someone in security notice on a monitor he was collapse on the floor for five hours. Everyone automatically seems to assume your boss is out to screw you over. Change jobs! Majority of bosses need and want to help you be your very best. You don’t have to be a victim. If your boss is poo. Move on

After Covid hit I decided to retire early in 2020.

Never been happier than to be out of the rat race at work.