From video gaming to card games and stuff in between, if it’s gaming you can probably discuss it here!
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When someone is hired to address discrimination and someone reports that they are still being discriminated against, I would hope that the person hired to address discrimination would assume the report of coninued discrimination is correct.
Assuming the best when that is crealy not the situation is just shoving your head in the sand.
They should assume it’s true for the purpose of more investigation. Then decide if the facts support or disprove the claim. That’s much different than hearing it from one person, and then concluding that it’s true.
Note that they believed it enough to raise the concern to someone higher up and that person took the existence of the complaint personally. That is doing exactly what you said, taking the complaint seriously enough to look into it.