Woolworths Will Consider Moving Contact Centre to Australia
A decision on relocating the New Zealand facility to Sydney is expected to arrive by next week.
Updated on Sept. 23, 2026 in Australia and New Zealand
Live Poll
Will Woolworths proceed with moving its New Zealand contact centre jobs to Australia?
Woolworths is evaluating a proposal to shift its New Zealand-based customer contact centre to Australia, a move that would impact approximately 130 staff positions. The company aims to consolidate operations in Sydney to leverage existing group systems and expertise.
Why it matters
The company states that the relocation is intended to boost competitiveness and enhance investment in customer experiences. Conversely, the union has raised concerns regarding the move while highlighting the company's recent record earnings.
The proposal affects 130 jobs currently based in New Zealand, with 13 Australian-based employees having already started handling New Zealand calls in recent weeks. Woolworths created 500 retail roles in 2026 and forecasts 500 new front-line positions for 2027.
The players
Woolworths
This major retail corporation operates an extensive chain of grocery stores and consumer service hubs across Australia and New Zealand.
The details
Woolworths intends to move its customer care operations to Sydney to improve service delivery and efficiency. The union has proposed that the company instead redeploy the affected staff into a local customer hub rather than moving the functions offshore.
Timeline
The 2026 financial year saw the addition of 500 new retail roles.
Thirteen Australian staff have handled New Zealand calls during recent weeks.
A final decision on the contact centre relocation is expected next week.
Five hundred new front-line roles are forecasted for the 2027 year.
Travel Outlook
This move mirrors the broader corporate trend of centralizing regional operations to achieve greater cost-efficiency and unified service standards. Such consolidation is common in retail sectors where companies seek to optimize support infrastructure across international borders.
Customers in New Zealand may experience fluctuations in service quality as the company manages the potential transition of support operations. Travelers and locals should monitor official announcements for updates on contact center availability and communication channels.
The takeaway
Large retailers often face public scrutiny when balancing internal efficiency goals against local employment retention. As these corporate shifts become more common, staying informed about service changes can help customers navigate potential support disruptions.
What happens next
A formal decision regarding the potential relocation of the New Zealand contact centre is expected to be announced by the company next week.
Further reading
For more context on regional developments, visit the Australia and New Zealand section.
Live Poll
Will Woolworths proceed with moving its New Zealand contact centre jobs to Australia?
