MONTREAL – Telecommunications workers in Canada are advocating for government restrictions on the use of artificial intelligence (AI) within the sector. The primary concerns raised include the potential misuse of AI to monitor employees and the technology's application to alter the accents of overseas call center workers, effectively masking their identities from customers.
On April 30, 2026, representatives from the Canadian Telecommunications Workers Alliance presented their AI concerns to the House of Commons’ Standing Committee on Industry and Technology in Ottawa. This alliance encompasses several significant unions in the telecommunications industry, including Unifor, the United Steelworkers Union, and the Canadian Union of Public Employees (CUPE). Together, they represent approximately 32,000 workers at major telecommunications companies, including Bell, Rogers, and Telus.
During the committee meeting, Roch Leblanc, the telecommunications sector director of Unifor, stated he was aware of at least one telecommunications company using AI technology to mask the accents of offshore agents. This practice could mislead Canadian consumers into believing they are speaking with an employee based in Canada, unaware of the actual offshoring of jobs.
Leblanc emphasized the necessity of informing customers when AI technologies are utilized. He highlighted that over the past 10 to 15 years, roughly 20,000 jobs in the telecommunications sector have been lost due to automation and offshoring, expressing concern that the proliferation of AI could exacerbate this trend.
Leblanc noted that AI applications are particularly sophisticated in telecommunications, serving various functions such as monitoring employee movements, evaluating time spent on tasks, and analyzing call center conversations to enhance sales and subscriptions through call rerouting and pattern identification.
He urged governmental authorities to impose restrictions on AI-based monitoring, citing that it heightens psychological stress for workers and intensifies their workloads. The invasive nature of this technology was echoed by Nathalie Blais, a research advisor with CUPE, who argued that AI should be harnessed for societal benefit rather than in ways that mislead consumers or threaten job security.
Furthermore, the alliance called for the establishment of a permanent federal working group dedicated to deliberating on artificial intelligence, comprising representatives from government, industry, and civil society. This collaborative effort aims to guide the implementation of AI technologies in a manner that safeguards workers’ rights and job security, as well as the privacy and security of Canadians' information.
In response to the concerns raised, Artificial Intelligence Minister Evan Solomon mentioned that the federal government is preparing a new national AI strategy, which will consider the implications of AI on the labor market. This initiative aligns with the growing recognition of AI's impact on employment and the necessity for regulatory oversight.
This dialogue comes at a crucial time as AI continues to influence various sectors, raising vital questions about job security, ethics, and transparency. The call for action from the telecommunications workers’ alliance reflects broader anxieties shared across multiple industries regarding the integration of AI technologies in the workplace.
