They continued the practice after it was reported in the newspaper. It's reasonable to assume senior mgmt discussed major negative coverage of their company. That means the practice continued after senior mgmt was aware of it. That makes it their responsibility.
What should they have done instead? First, inform every employee of a new temporary policy that any report to the police about a customer purely about the theft of a car the customer had rented now has to be approved by a senior lawyer. Second, figure out the scope of the problem and how to fix it. Third, replace that unpleasant temporary policy with something more tailored once you understand what went wrong.
What should they have done instead? First, inform every employee of a new temporary policy that any report to the police about a customer purely about the theft of a car the customer had rented now has to be approved by a senior lawyer. Second, figure out the scope of the problem and how to fix it. Third, replace that unpleasant temporary policy with something more tailored once you understand what went wrong.