Workers stationed at the Huduma Contact and Tele-Counselling Centre at GPO Nairobi have exposed a series of grievances relating to alleged labour exploitation, hostile management practices, poor remuneration, and deteriorating mental health caused by working conditions they describe as both abusive and financially unsustainable.
According to the narration received, employees claim they are categorised and remunerated as casual workers, drawing a modest gross monthly salary, while being required to work extensive hours stretching from morning until 9 PM, including on weekends and public holidays such as Easter.
They say that these extended work periods are not accompanied by any overtime allowances, salary adjustments, or other forms of compensation typically associated with irregular shifts or public holiday duties.
The submission forwarded to this outlet also points to an alleged toxic management culture dominated by a team leader identified as Joan, who is accused of verbally insulting staff, issuing threats, and creating a demotivating workplace atmosphere that, according to the employees, has worsened their financial and psychological well-being.
It is alleged that basic operational needs, such as drinking water for the office, are neglected by the management, forcing workers to contribute from their limited earnings to sustain minimum office supplies.
Attempts to raise these grievances internally are said to be met with indifference and hostility, compounding the staff’s frustrations.
Workers further describe the environment as one that denies them any opportunity to pursue side hustles or additional income streams, given the extended and irregular hours demanded by the employer.
The situation is particularly precarious given the rising cost of living and the heavy responsibilities many of them shoulder outside work.
Some staff members warn that the situation has become mentally overwhelming, with depression and financial distress cited as growing issues among the workforce.
They have called for the intervention of the Huduma Centre leadership and the broader public sector management, stating that immediate reforms are needed to restore dignity, financial stability, and a safe workplace environment.
“Hi Nyakundi. It is of great concern we are reaching out in regards to Huduma Contact and Tele Counselling Centre here at GPO. Workers are being mistreated, underpaid, misused, and unvalued. We are paid a mere salary as casuals, same as our colleagues at the centres. Here at the contact centre, we work from morning till 9pm, even on weekends and also on Easter holidays, still on the same salary, no extra cap on. The management really frustrates us. Team leader madam by the name Joan, she kind of owns this place. She ill-talks staff. We are really demotivated with the peanut salary, working on extended hours. It is a bit hard financially. We have no office supply. We have to raise at least 30 shillings each to fund for mere office water. The management is so hard-headed, they hear none of our cries. Being in a government office till 9pm and on weekends from 8am to 6pm is quite unfair. We have life responsibilities. They should at least mind the monies paid. We can barely meet our needs. You cannot find a side hustle because your entire life you are at work. The offices are very toxic, with management angling all over for service delivery, yet we have zero motivation. We live on hope of salary increment. A mere 22k is just peanuts in this tough economy, in a job you are to work on weekends and every holiday. Kindly highlight this because it is now getting suicidal for some of us. Just fancy mere offices but we are on dry pockets, zero motivation. Young girls leading us, just but frustrating environment. Let our CEO know we are tired and we want change. Kindly follow up on the Huduma Contact and Tele Counselling because the lady Joan, team leader, is just being more of a headache. Just threats while staff are just financially and mentally depressed. She is so bossy and insulting.”
