BPO firms in Cebu face scrutiny for forcing staff to work after deadly quake

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Cebu’s business process outsourcing (BPO) sector is facing mounting criticism after allegations that several companies forced employees to return to work in the immediate aftermath of the 6.9-magnitude earthquake that struck on 30 September, killing at least 72 people and injuring hundreds.

The BPO Industry Employees' Network (BIEN) Cebu said on Thursday that it had received hundreds of complaints from agents across at least 10 companies, citing serious labour rights and occupational safety violations.

“BIEN Cebu over the course of less than two days received hundreds of complaints of agents who were subjected to dangerous policies that did not follow Occupational Safety and Health (OSH) Standards as provided by law. Agents were also being forced to report to work, despite their pleas to focus on their safety and their families during this crisis,” the organisation said in a statement.

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Among the reports were claims that employees were compelled to take calls during the quake, while others found emergency exits blocked when they attempted to leave the production floor. Workers who declined to return to duty cited retaliatory measures such as notices to explain (NTEs), suspension of benefits, loss of incentives, and in some cases, sanctions.

BIEN also flagged cases where pregnant staff received no assistance during evacuation, and alleged that some companies resumed operations without safety clearance from authorities. While certain firms offered double pay for those willing to return, the network said this failed to address fundamental safety concerns.

The controversy has also raised questions about regulatory enforcement. BIEN Cebu criticised authorities for leaving decisions on workplace safety to private firms rather than declaring an imminent danger.

“Corporate greed combined with government inaction show the complete disregard over BPO workers welfare and safety. The only recourse of BPO workers is to engage in 'BPO hopping', jumping from one company to another in search of 'better compensated' and 'less toxic work cultures', only to find out that these issues are industry-wide,” BIEN said.

Comparisons were drawn to the suspension of classes following the quake, with the group arguing that similar measures should have been applied to private companies pending building inspections.

Gabriela Women’s Party representative Sarah Elago condemned the alleged actions of BPO companies, warning that workers’ rights were being disregarded.

“This is a blatant violation of the OSH law and a gross disregard for workers’ lives. The right to refuse unsafe work is enshrined in law. Forcing BPO workers back to work amid aftershocks and without safety clearance is exploitation, plain and simple,” Elago said.

She added that the incident underscored the urgent need to strengthen the OSH law to hold negligent employers criminally liable. She stressed that companies must not treat calamities as mere interruptions to profit, adding that worker safety should always come first.

Cebu City vice mayor Tommy Osmeña also encouraged affected staff to report violations directly to him, pledging that the city would not only lodge formal complaints but also inform international BPO clients of their partners’ conduct.

The allegations come as the BPO sector, one of the Philippines’ largest sources of employment and export revenue, continues to promote itself as a resilient and reliable global service hub. The industry significantly contributes to the Philippines’ economic growth.

BIEN Cebu confirmed it is preparing to file formal complaints with the department of labour and employment in Central Visayas, seeking accountability for what it describes as recklessness and negligence.

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