What specific SOP violation occurred in the Tealive data leak incident?

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Tealive Acknowledged Violation of Standard Operating Procedures Regarding Customer Data Handling

Tealive has confirmed that a violation of its Standard Operating Procedures (SOP) occurred when a customer's personal information was inadvertently shared, leading to direct contact and harassment from store staff. This breach followed a formal complaint lodged by content creator Iman Kamil regarding a poor outlet experience. The company acknowledged that a screenshot containing the customer's contact details was shared with the outlet team, which contravened established protocols.
Leakage of Customer Information to Outlet Staff

The incident involved a customer who submitted a formal complaint to Tealive headquarters. Subsequently, a screenshot of this feedback, which included the customer's personal contact information, was mistakenly distributed to the relevant outlet team. This action directly led to staff members from the outlet initiating contact with the customer, bypassing standard communication channels and procedures designed to protect customer privacy.
Direct Contact and Harassment by Staff

Following the unauthorised sharing of personal data, staff members from the outlet directly contacted the customer via text messages. The customer reported being called "a very bad person" by a purported staff member who had accessed the complaint details. Tealive explicitly stated that such conduct, which includes direct engagement with customers based on their complaints without proper authorisation or follow-up, is a violation of their SOP.
Tealive's Internal Review and Inquiry

In response to the SOP violation and customer harassment, Tealive has initiated a comprehensive review of its internal procedures. This review encompasses an examination of current staff training programs, particularly concerning privacy and customer care protocols. Furthermore, the company is conducting a full inquiry into the specific conduct of the staff members involved in the data leak and subsequent harassment, with the intention of implementing appropriate disciplinary actions based on the investigation's findings.

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What specific SOP violation occurred in the Tealive data leak incident?

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