By JANELLA MARIE P. PASION
Divine Word College of Laoag,
Ilocos Norte, Philippines
Abstract
The
Philippines' Business Process Outsourcing industry employs millions of workers
whose livelihoods depend on the 24/7 global operations. But the Philippines is
also one of the most disaster-prone countries, experiencing earthquakes,
typhoons, floods, and pandemics. BPO employees often have to choose between
their work and safety, or risk their livelihood by staying at home during such
disasters, which is a challenging situation for them. This article explores how
these BPO companies fulfill their ethical and social obligations to protect
employees during such difficult times. Through case studies and industry
reports, it addresses issues, identifies solutions, and offers suggestions for
integrating employee welfare and disaster preparedness into business practices.
Keywords: Business Process Outsourcing (BPO), Employee Safety, Disaster
Preparedness, Ethical Responsibility, Social Responsibility, Workplace Welfare,
Disaster Resilience, Occupational Health, Philippines, Crisis Management
Introduction
Consider
the scenario in which an employee wakes to rising floodwaters and heavy
rainfall. A message from work requests that the employee log in, yet the
office, located only a few kilometers away, is inaccessible due to submerged
roads and damaged power lines. In such circumstances, the decision to report to
work becomes fraught with risk.
For many
Philippine BPO employees, this is the reality whenever a typhoon strikes.
Despite
being a significant contributor to the Philippines’ economy, BPO employees are
vulnerable. Many of them live in low-lying areas, commute long distances, and
frequently work graveyard shifts. Disasters put people’s safety at risk. Due to
obligations to global clients, companies are under pressure to maintain
business continuity in the meantime.
What
responsibilities do BPO companies have to their employees’ safety and
well-being during emergencies? To what extent are these responsibilities met or
disregarded? These are just some of the crucial questions raised by this
conflict.
BPO
Employees’ Reality During Disasters
Many BPO
employees were still required to remain on site and return to work after the
magnitude 6.9 earthquake struck Cebu on September 30, 2025, despite ongoing
aftershocks and visible structural concerns. Employees from several companies
reportedly claimed they were threatened with notices to explain and the
potential loss of incentives if they refused to resume operations (Philippine
Star, 2025).
The
Department of Labor and Employment (DOLE) discovered an “imminent danger “in a
BPO workplace and ordered a temporary suspension. The inspection discovered
lapses in disaster preparedness, including violations of occupational safety
standards due to the company’s lack of an updated emergency response plan,
proper evacuation systems, and structural safety guarantees, which led the
regulators to order a stoppage of operations until the company complies
(SunStar Cebu, 2025).
Similar
concerns arose when Typhoon Uwan caused widespread flooding, leaving many BPO
employees stranded. They also reported that some companies still required
on-site work reporting, and those who refused due to safety concerns faced the
risk of disciplinary action or forced leave deductions. The BPO industry
Employees Network (BIEN) raised concerns about fairness and ethical
responsibility during disasters. (Philippine Star, 2025b).
These
incidents showed the lived reality of many BPO employees during disasters. They
are forced to choose between their personal safety and job security. The
verified reports by the reputable news outlets showed systemic issues with the
industry’s disaster response practices and the need to reinforce the urgency of
improving employer accountability.
Ethical
and Legal Obligations of BPO Companies
Republic
Act 11058 emphasizes that employers in the Philippines are legally required to
maintain workplaces free from hazards that may cause injury or death. This law
also protects the employee’s right to refuse unsafe work, especially during
disasters such as typhoons, earthquakes, and floods (RA 11058, 2018). These
protections are crucial for BPO employees who often travel long distances and
work late-night shifts because disasters can make office conditions and
commuting unsafe.
News
reports cite that some companies find it challenging to adhere to these
regulations in real-life emergencies. An example is during the 2025 Cebu
earthquake, when several BPO employees claimed they were pressured to return to
work after the emergency, despite aftershocks and uninspected buildings.
A report
from the Philippine Star shows that some employees claimed that if they choose
safety over returning to work, they will receive notice-to-explain or NTR.
Following an instance of discovering “imminent danger” in a BPO facility, the
Department of Labor and Employment (DOLE) ordered a work stoppage, citing
inadequate emergency plans and safety systems (SunStar Cebu, 2025).
It is an
employer’s ethical responsibility to protect their employees’ welfare and
dignity. It is against basic moral obligations to force employees to work under
hazardous situations, such as entering buildings that have not yet been cleared
for structural safety and traveling flooded roads. According to some labor
organizations, some BPO companies still required on-site reporting during
Typhoon Uwan, and those employees who refused were at risk of losing incentives
and having to use their leave credits (Philippine Star, 2025b). These incidents
show a gap between actual workplace practices and legal obligations.
Overall,
BPO companies’ legal and ethical obligations are clear. Employee safety should
be prioritized, or it must come first. Respecting employees’ right to refuse
unsafe work, having clear disaster protocols, and providing flexible work
arrangements are not only compliance issues; they are also signs of humane and
responsible leadership in an industry that operates through all kinds of
emergencies.
Recommended
Practices for BPOs
BPO
companies must place employee safety at the center of their operations,
especially during disasters. This is to uphold their ethical responsibility.
The following practices help ensure ethical and responsible responses during
emergencies.
1.
To create a strong
Disaster-Preparedness Plan and Business-Continuity Plan
BPO
companies should have clear, well-communicated plans in place during disasters
or emergencies. Its employees need to know about possible work arrangements,
such as on-site work stoppages, the possibility of remote work, and the
available emergency leave options, so they will not be confused or forced to
choose between safety and work.
1.
To Respect the Employees’
Right to Safety
Employees
should not be forced to work under unsafe conditions. Respect should be given
to employees’ right to refuse dangerous work without penalties or income loss.
1.
To Offer Practical
Assistance
BPO
companies may offer assistance that eases their burdens during emergencies or
disasters. These may be transportation allowances, meals, temporary shelters,
financial aid, or paid emergency leave.
1. To Foster a People-First Culture
Employee
safety and well-being must be the priority over business demands during
disasters. The management of BPO companies should listen to their employees'
concerns, communicate effectively and with empathy, and make valuable decisions
that respect human lives.
1.
To Collaborate with
Authorities
BPO
companies should work closely with government agencies and industry groups to
follow safety and labor regulations during disasters. Collaboration improves
disaster response, strengthens accountability, and supports employee
protection.
The
Human Cost of Inaction
Employees
risk their lives, lose trust in management, and endure trauma when companies
prioritize business continuity over safety. On the other hand, those companies
that respond with empathy, such as allowing them to work from home, providing
allowances, giving employees the choice to prioritize safety, or simply
suspending work, will gain loyalty, trust, and morale.
One labor
advocate emphasized that “Profit must never come before employees’ safety and
lives”.
Conclusion
BPO
companies must integrate disaster resilience, safety, and employee welfare into
their core operations, especially in a country that is prone to disasters.
Ethical responsibility requires more than business continuity. It demands
compassion, vision, and respect for human dignity.
Employees
have the right to refuse unsafe work, and they should be aware of that. The
policies and systems must be used correctly and genuinely by the employers.
Policymakers should strengthen the monitoring and support of employee
protection regulations.
The
success of a company is not only about achieving goals and meeting client
demands, but also about ensuring the safety of its employees' lives and making
them feel valued and respected.
References
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Star. (2025). Business as usual? Cebu BPO firms under fire for allegedly
forcing workers to return after earthquake. Philippine Star.
Philippine
Star. (2025b). BPO workers decry DOLE inaction amid firms' requirement for
on-site reporting during Typhoon Uwan—The Philippine Star.
SunStar Cebu. (2025). Cebu
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Republic Act No. 11058.
(2018). An Act Strengthening Compliance with Occupational Safety and Health
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BusinessMirror. (2025, July
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SunStar. (2025). BPO
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https://demolitionnutsgrease.com/q9h97sj5?key=23b279e99ed6a529a30f577cdce2aeb9
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