A call centre company operating for several South African government departments is facing a case at the Commission for Conciliation, Mediation and Arbitration (CCMA). The case was brought by a former employee, Ntombizodwa Maseko, who alleges the company, Call Centre Staffing (CCS), imposed unfair and "evil" restrictions on bathroom breaks in a bid to increase productivity.
The allegations, detailed in CCMA documents, state that agents were required to log out of their systems for bathroom visits, which were then monitored and limited. Maseko claims this policy created a hostile work environment and amounted to an unfair labour practice. The company has previously stated it follows all labour regulations and that its policies are designed for operational efficiency.
The CCMA case, referenced as GAEK6268-25, highlights ongoing tensions in South Africa's call centre industry regarding working conditions. The outcome of the arbitration could set a precedent for how break policies are managed in high-pressure service environments. The matter is scheduled for further proceedings.
