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 However the situation changed quickly in the fall of 2012.
 The first discipline issued to the Grievor arose out of alleged events that occurred from
June 13, 2012 to November 12, 2012 (hereinafter “Period 1”) resulting in a five-day suspension
without pay served from Friday, November 9 until Friday, November 16, for reasons that are
described in the following letter from the Grievor’s then manager, Ms. Debbie Leclerc, dated
November 12, 2012:
Subject: 5 Day Suspension
This letter is confirmation of our meeting on November 8, 2012, and serves as written notice of
your five day suspension with respect to your recent misconduct.
Over the past several months, you have repeatedly and deliberately misappropriated company
time by call avoidance, having excessive call pick up times, and by queue surfing. You have also
accessed your own personal account for non-work related reasons, and you continue to
demonstrate lack of professionalism when dealing with clients.
During our investigative meeting on November 8, 2012, you failed to take accountability for your
behavior. Tracy, this behavior is unacceptable. Your actions have resulted in calls being
abandoned and have created a poor customer experience. In addition, it impedes our ability to
meet customer service level targets and provide consistent, high quality service to our clients.
I would like to clarify my expectations that:
During company-paid time, it is imperative that you be performing work-related activities.
You are expected to wear your headset and turn the volume/ringer on so that you can
hear calls coming in.
Immediately upon completion of a client call and the follow-up work associated with that
call, and immediately after scheduled breaks, you are to place yourself back into an
available state to take the next waiting call.
You are expected to answer calls as soon as they come into your line with minimal delay.
You are not to access your personal account using Knowbility or Smartdesktop for any
You are to conduct yourself in a professional manner with clients, using positive word
choices and positive tone.
The behaviors that you have been demonstrating are inexcusable and cannot be tolerated. Your
conduct is contrary to TELUS’ expectations, and clearly acceptable (sic). In order to impress upon
you the seriousness of this situation and convince you to take immediate steps to correct your
behavior, you are suspended for five days as of Friday November 9, 2012. You are to report for
work as scheduled on Friday November 16, 2012 at your scheduled start time. Please be advised
that if the issues noted are not addressed, or if there are any other issues with performance or
misconduct that arise, further disciplinary action will be taken up to and including dismissal.