Why Unions Can’t Keep Doing Things the Old Way

Unions are the front line of protection for workers. But the ways members connect with their union, and the demands placed upon those organisations, have changed dramatically.

Today, members expect instant answers, consistent advice, and support outside of traditional hours. Yet many unions rely on formerly sufficient, but now outdated tools, such as shared email inboxes and forms. The result is over-pressured staff and volunteers, slow response times, inconsistent guidance, support gaps, and little visibility into the recurring issues.

Unions also face the unique challenge of supporting members across multiple employers and multiple agreements – a complexity that quickly overwhelms traditional systems. At the same time, key union resources are tied up in key functions: bargaining, legal challenges, and advocacy. While undoubtedly valuable to the members, this work does create inevitable coverage gaps in the organisation’s support services.

13.1% of Australia’s workforce, 1.6 million people, are union members, up from 12.5% in 2022, the first increase in a decade. This renewed momentum signals not only growth but also, a greater impetus to deliver modern, reliable support services to members.

This paper reveals the risks of standing still, the consequences of relying on legacy systems, and the clear need for new ways of supporting members. This paper concludes by outlining how fit-for-purpose solutions help unions strengthen trust, retain knowledge, and improve support – without replacing the key human connection that defines unionism