A union says an incident where call-centre operators in the Philippines sent abusive text messages to Telecom customers highlights the problem of outsourcing.
Messages containing the "F"' word, were sent to five people.
Four individuals at Manila Sitel have been traced by fraud and technical teams and are currently suspended. Telecom says efforts were made quickly to put things right.
The Engineering, Printing & Manufacturing Union says Telecom should re-think its outsourcing of work.
National secretary Andrew Little says the incident highlights the difficulty of losing control over quality of service when work is outsourced.
