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Call Centre Weekly Reporting Requirements Level 3 Lockdown

Dear Call Centre Operators,

With regards to weekly reporting of your call centre/s. Please note that on the 11th June Minister Patel of the Department of Trade Industry and Competition (dtic) withdrew the Level 5 and 4 Disaster Management Act (57/2002): Directions regarding call centres providing Essential / Permitted Services, Gazette no. 43224 as well as Sector Directive where any organisation currently offering an Essential / Permitted Service through a call centre – addressing either international or domestic needs. These Directions were replaced with Government Gazette - No. 10177 / Regulations Regulation No. 43432 which as per below allows for the Global Business Service (GBS) Sector including call centres to continue operations subject to;

1. Adherence to the sector specific Health and Safety Protocols

2. Compliance to the Industry Guidelines and

3. Submitting a weekly report to the dtic via BPESA


Call Centre Directions

On 9 April 2020, the Minister, together with the Minister of Health, issued directions in respect of Call Centres. These directions served the purpose of enabling the reopening of critical call-centre activities, taking health protocols into account; and provided certainty to both industry firms and law-enforcement officers.

On 4 June 2020, the Minister of Employment and Labour issued directions (“DEL directions”) addressing health protocols applicable across sectors (the Sector specific H&S Protocol), including the need for sector guidelines (In development – BPESA are working with industry stakeholders to create ‘Workplace Architecture’ Guidelines & Best Practice). The representatives of the industry have subsequently agreed to continue with active screening and reporting processes (Weekly Reporting) provided for in the current call-centre directions.

We appreciate our sectors willingness to ensure the health and safety of staff and the pro-active and responsible compliance shown by our sector which has thus far stood us in good stead and allowed us as a sector to negotiate business continuity at a national level. BPESA has for the past several weeks consolidated input from the sector and reported through to the dtic sector compliance and COVID-19 related infections as well as documents those organisations who are and who are not reporting. To this end, we look forward to receiving your report next week.


Click here to view the newly published Government Gazette 11 June 2020 No.43432 on the Call Centre Directives from the Department of Trade, Industry and Competition

Any queries, please do advise so at This email address is being protected from spambots. You need JavaScript enabled to view it.


The BPESA Team


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