The BPO Industry Employees Network (BIEN) Cebu has called for the accountability of at least 20 BPO companies allegedly involved in labor and safety violations following the 6.9-magnitude earthquake that struck Cebu on September 30.
The group, which formally filed a complaint before the Department of Labor and Employment (DOLE) Region 7, said it will pursue sanctions and legal action against employers who endangered workers by forcing them to resume operations immediately after the tremor.
The filing comes after reports that several BPO companies in Cebu allegedly forced employees to return to work immediately after the quake, with some firms reportedly blocking exits or requiring staff to continue taking calls during tremors.
In an exclusive interview on DZRH's Adbokasiya, BIEN Cebu spokesperson John Kyle Enero said the incident revealed deeper, systemic flaws in the BPO sector’s treatment of its workforce, from poor disaster response to long-standing labor rights violations.
He added that the incident has brought to light what many workers describe as the growing "cracks" and "lapses" within several business process outsourcing (BPO) industry.
“Sinasabi po namin na itong lindol na ito nagbukas siya na mas malaking crack in the BPO industry na na-expose 'yung mga lumang problema na andyan lang pero ngayon lang mas na-expose," Enero said.
He said that the reports they have received point to 20 BPO companies that are "potentially liable for violating labor rights as well as occupational safety and health standards."
"Yung nangyari mainly ay pinabalik sa 20 BPO companies, ‘yung mga employees nila after nung lumindol. ‘Yung pinakamalalang senaryo nito ay yung pag-block pa nga ng exits ng isa sa mga companies when the employees were evacuating or leaving the premises dahil sa lindol," he said.
"Pangalawa, yung pagpapatake ng calls in the middle of an earthquake ng isang pang BPO company," Enero added.
Beyond safety lapses, BIEN Cebu’s complaint also cites cases of unremitted government contributions to the Social Security System (SSS), which prevented some employees from accessing calamity loans and other benefits after the quake.
"For example, may natanggap kami na report na may isang agent sana na mag-avail ng calamity loan sa SSS pero nalaman niya na hindi pala siya hinuhulugan ng employer niya mismo kaya hindi siya maka-avail ng calamity loan," he revealed.
Labor advocates say these violations are not isolated but part of a culture of neglect that thrives under weak regulatory enforcement and the industry’s self-regulated structure.
Profit over people
Enero noted that the “business-as-usual” attitude among some BPO firms has become a pattern during crises.
"Hindi po siya first time kasi nung Bagyong Odette din, similar din yung nangyari na pinapatrabaho pa rin yung mga BPO employees kahit naman nasalanta na ng bagyo yung mga agents nila mismo. So it's a trend, may pattern na business as usual yung practice na pinapangunahan niyo or priority rather yung profit over welfare and safety ng mga empleyado ng mga BPO companies," he recalled.
He added that some workers who refused to report to unsafe offices or who voiced their concerns online faced retaliation from management — including suspensions, disciplinary notices, and intimidation.
The labor group is urging DOLE to strengthen its disaster-response protocols and enforcement powers in the BPO sector, one of the country’s largest employment generators with over 1.7 million workers nationwide.
"Actually at the end of the day may responsibilidad ang DOLE sa pangyayari. Based sa batas, DOLE dapat magde-declare na may imminent danger sa pangyayari. Yung imminent danger ay magiging basis sa pagde-declare ng temporary work suspension. Imbes na maggawin yun, ay nangyari ay pinasa yung bola sa mga BPO companies. Hanggang sa pag-remind lang sa karapatan ng mga manggagawa ang ginawa ng DOLE. Para bang naging passive at hindi naging proactive sa pag-address ng mga pangyayari," he emphasized.
BIEN Cebu is scheduled to meet with the DOLE Regional Director on Monday, October 6 to present a comprehensive report on the alleged violations, including testimonies from affected employees and documentation from at least 20 BPO companies.
If proven, companies may face penalties under the Occupational Safety and Health Standards Law (RA 11058) and could be ordered to remit unpaid employee contributions, provide compensation, or suspend operations until compliance is ensured.
