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Ten years ago, the Department of Labor wrapped up a lengthy investigation of Arise Virtual Solutions, a company that recruited customer service agents to work from home fielding calls for big brand names like Disney and AAA. The so-called gig economy was in its infancy, with Uber launching and TaskRabbit starting to go national.
The question for the Obama administration’s Labor Department: Did Arise employ those customer service agents? Arise trained the agents and exercised extraordinary control over their work. But it treated them as independent contractors rather than employees. That meant the agents weren’t entitled to minimum wage, overtime or other employment protections. They paid for their own training and equipment, and even had fees deducted from each paycheck for use of Arise’s technology platform.