Maurice Vidowsky, 75, recorded a voicemail where a call handler made derogatory comments about a Pakistani customer. The handler referred to the customer as a 'cheeky bastard' after a payment disagreement. Vidowsky found these remarks appalling, indicating they reflect a troubling culture within the company. He questioned the appropriateness of such comments, especially given the diverse customer base the privatised water company serves. Despite his complaint, Vidowsky received no response from the company by July 4, demonstrating a disregard for addressing his concerns.
The voicemail captured a man with a Scottish accent saying: 'I spent about 25 minutes yesterday on the phone with some Pakistani guy who was saying that we owed him money... Not even an
Mr Vidowsky noted that the message indicated a culture in which staff felt safe making derogatory comments. The racial description and the use of 'cheeky bastard' highlighted unacceptable attitudes.
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