Courts / Ireland / Report
PTSB discriminated against deaf customer, WRC finds
2022-07-05
Hearing Or Decision
Summary
The Workplace Relations Commission ruled that Permanent TSB discriminated against Sofiya Kalinova, a deaf customer, by refusing to allow her to use a sign language interpreter when she attempted to change her online banking password over the phone. Ms Kalinova had booked a call with an interpreter, but the bank's agent stalled, transferred the call, and ultimately told her the bank could not do business with her through a third party. She was repeatedly described as a "vulnerable" customer and was not asked any security questions. The bank offered her to visit a branch with photo ID, a solution the adjudicator deemed time‑consuming and impractical. The commission found the bank's failure to accommodate the interpreter amounted to indirect discrimination on the grounds of disability and ordered the bank to pay Ms Kalinova €8,500 in compensation. The decision highlights the need for service providers to consider individual circumstances when determining reasonable accommodation for people with disabilities.
Who, what, where, when and why
What: Report matter: PTSB discriminated against deaf customer, WRC finds. Procedural stage: hearing_or_decision
When:
- 2022-07-05 Publication
Topics
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