ServiceFirst disputes worker safety claims during Typhoon Fung-wong
PASIG, PHILIPPINES — Business process outsourcing (BPO) provider ServiceFirst has formally rejected allegations made by the BPO Industry Employees Network (BIEN) regarding its handling of operations during Typhoon Fung-wong earlier this month.
The labor group’s recent “Open Letter to DOLE” listed ServiceFirst among 98 companies accused of maintaining a “business-as-usual” attitude while workers faced life-threatening floods and power outages.
ServiceFirst, identified in the document simply as “Service First, Alabang” with no specific grievance attached, has since released internal documentation refuting the claim and outlining the activation of a comprehensive Business Continuity Plan (BCP) days before the storm made landfall.
Claims of “business-as-usual” during crisis debunked
Contrary to claims of negligence, documents reviewed by Outsource Accelerator show that ServiceFirst triggered its emergency protocols as early as November 7, 2025—well before the typhoon’s peak.
“ServiceFirst remains steadfast in its commitment to safeguarding the health and well-being of our employees, especially during natural calamities,” a ServiceFirst representative stated in an email sent to Outsource Accelerator.
Internal logs reveal that the company activated its “Dress Down Policy” from November 8-10, explicitly allowing employees to wear comfortable clothing, including slippers and shorts, to navigate potential flooding safely.
Furthermore, the company opened sleeping quarters and shower facilities on the 11th and 12th floors of their Alabang site from November 8 to 10, providing a haven for employees unable to travel home.
ServiceFirst’s “people-first” protocols
The dispute centers on BIEN’s broad categorization of BPOs as prioritizing profit over safety. However, ServiceFirst’s 53-page Emergency Desk Manual and Typhoon Uwan BCP Report detail specific measures that appear to exceed standard compliance:
- Shelter and Sanitation: On-site sleeping quarters and showers were opened free of charge for employees stranded by the storm.
- Nutrition: A “Free Meal” program was activated for all onsite staff on November 9 and 10. Emails confirm coordination with concessionaires to provide food stubs, ensuring no employee went hungry.
- Transport: Pre-planned shuttle services with specific pickup points in Alabang and Bacolod were mobilized to assist workers.
- Communication: SMS blasts were sent to team leaders days in advance, warning of the typhoon and disseminating safety instructions.
A pattern of industry pushback
ServiceFirst is not the only provider contesting BIEN’s narrative. This development follows a similar statement from Staff Outsourcing Solutions (SOS), another major BPO player, which recently described the allegations as “defamatory” and highlighted their own employee relief funds.
Like SOS, ServiceFirst argues that inclusion in BIEN’s list appears indiscriminate and lacks verification of specific onsite conditions.
While other companies on the list were cited for particular offenses, such as “forced overtime” or “no shuttle services,” ServiceFirst’s entry contained no specific details, suggesting a possible error in the labor group’s data-gathering.
“Service First has not violated any provisions of the OSH Law and remains fully compliant,” a ServiceFirst representative emphasized, highlighting that the company does not just comply because it’s mandated, but because they value and prioritize their people.
BIEN’s stance: “Serve workers, not employers”
The allegations stem from a broader campaign by BIEN, which has called on the Department of Labor and Employment (DOLE) to inspect BPO worksites for violations of Occupational Safety and Health (OSH) standards.
In their open letter, BIEN argued that the “few considerations” companies extend—such as free meals or sleeping quarters—are often “token measures meant to sustain business continuity at the expense of workers’ safety.”
The group claims that despite these perks, many workers are still pressured to report onsite under threat of “Notices to Explain” (NTE) or disciplinary action.
“We demand immediate and decisive action from DOLE to protect workers’ lives,” BIEN stated in their November 9 release. “If you continue to neglect [workers’] safety, we will not hesitate to name and call out your companies publicly.”
Labor Secretary Bienvenido Laguesma has since confirmed that DOLE regional directors have been directed to investigate the 98 companies named by the group to ensure compliance with labor laws.
The controversy comes as Akbayan Party-list Representative Chel Diokno urges the House of Representatives to investigate reports that BPO firms required employees to report to work during severe weather and other emergencies.
Filed on November 18, House Resolution No. 491 directs the Committee on Labor and Employment, the Committee on Disaster Resilience, and other relevant panels to conduct a joint inquiry into alleged unsafe work practices affecting more than 1.8 million Filipino BPO workers nationwide.
Diokno cited reports that some companies forced employees to work on-site or to use their leave credits despite hazardous conditions and official government advisories.
Balanced perspective
While BIEN plays a critical role in advocating for worker safety, ServiceFirst’s evidence suggests a disconnect between the group’s general claims and the specific actions taken by some named employers.
The BPO industry, often the Philippines’ economic lifeline, faces the perpetual challenge of balancing service continuity with employee welfare. In this instance, ServiceFirst maintains that their “business continuity” was not about profit at all costs, but about ensuring the continuity of care for their workforce during a crisis.
