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Employee Dismissed After “Fing Bh” Outburst on Customer Call, WRC Rules
A Workplace Relations Commission (WRC) adjudicator has upheld the dismissal of an employee, Ms. Lonergan, who was fired after calling a customer a “fing bh” during a lengthy and frustrating customer service call. The adjudicator found the dismissal to be fair, dismissing Ms. Lonergan’s claims of unfair dismissal and workplace discrimination.
The incident occurred during a particularly challenging customer interaction in June of last year. Ms. Lonergan reported being on the phone for an hour and 45 minutes without receiving assistance, believing the call was on hold at the time of her outburst.
The WRC adjudicator, Penelope McGrath, noted that the audio recording of the call, which had been reviewed during an internal company investigation, had sadly been erased by the time the case reached the tribunal.However, the adjudicator stated there was “no doubt” that Ms. Lonergan had used the offensive language. The company’s investigator, a junior operations manager, provided sworn testimony that the exact phrase used was “What a fing bh.”
Ms. McGrath acknowledged that the recording had been played during the company’s disciplinary proceedings, and at that time, there was no dispute that the language used was unacceptable.The adjudicator did credit ms. Lonergan for admitting her mistake promptly and reporting it to her team leader.
Ms. Lonergan remained employed for several days while the disciplinary process unfolded in early July 2024. Her dismissal was followed by her being escorted from the premises, a situation the adjudicator deemed “regrettable.”
In addition to the unfair dismissal claim, Ms. Lonergan had also alleged workplace discrimination due to her health issues. She cited instances of absence from work due to ill health and a breakdown at work stemming from personal issues and tough customer interactions. Ms. Lonergan claimed she was “continually harassed about taking too long coming back from toilet and breaks” despite her health struggles.She expressed her belief that the company used the incident on the call as an opportunity to terminate her employment because of her ongoing health concerns.
The company, however, maintained that Ms. Lonergan’s allegations of discrimination were entirely unfounded.
Regarding the disability discrimination aspect, Ms. McGrath stated she did not get the impression that Ms.Lonergan’s team leader was more inclined to “chivvy” her along regarding breaks than other staff members. The adjudicator also noted the absence of any prior disciplinary issues related to Ms. Lonergan’s timekeeping, suggesting the team leader was likely fulfilling her managerial duties.The company’s representative argued that Ms. Lonergan’s use of the offensive language towards a customer on a recorded call constituted gross misconduct and a valid reason for dismissal. Ms. McGrath concurred with this position in her decision.Ultimately, the adjudicator dismissed Ms. Lonergan’s claims of unfair dismissal and disability discrimination. Further claims made by Ms. Lonergan under various employment acts, including those related to working time, terms of employment, payment of wages, and minimum notice, were also dismissed.
