As a representative, you are expected to be the face and the voice of the organization that you are representing. The community may not know what you are allowed to talk or what you are not allowed to, but it is not the community's problem. Disclaiming you are just a worker for the organization and do not uphold necessary strength to actually change/improve the situation is lame. As a representative you must see how the community is reacting, and facing swears could be a level of that - then report back to the organization and decide what to do with it. Disclaiming "a representative has no real power" is just a technique to control the situation by tryng to get empathy.
Reactions have multiple levels - this is no surprise, just like in any civilized society. When things are no more reasonable that involved parties don't feel like following "rules" can help their legitimate interests, there can be swearing, riots or sometimes even bloody revolutions. There might be no regime overthrown here, but the ultimate end of this could be people leaving the game because people no longer find a good reason to spend for it - which is fun.
So face it - if rules are broken here in mass, seems like you/organization did something really stupid to keep people's feedback peaceful.