Scottish Commission on Social Security: Unacceptable Actions Policy
SCoSS's policy on unacceptable actions
Contents
- Document Cover
- Introduction
- What actions do SCoSS consider to be unacceptable?
- Aggressive or abusive behaviour
- Unreasonable demands
- Unreasonable levels of contact
- Unreasonable refusal to co-operate
- Unreasonable use of the complaints process
- Examples of how we manage unacceptable behaviour
- Examples of how we deal with other categories of unreasonable behaviour
- Other actions we may take
- How we let people know we have made this decision
- The process for appealing a decision to restrict contact
- How we record and review a decision to restrict contact
- How to contact the Scottish Commission on Social Security
Unreasonable demands
A demand becomes unacceptable when it starts to (or when complying with the demand would) impact substantially on the work of the office.
Examples of actions grouped under this heading include:
- repeatedly demanding responses within an unreasonable timescale,
- insisting on seeing or speaking to a particular member of staff when that is not possible,
- repeatedly changing the substance of a complaint or raising unrelated concerns.
An example of such impact would be that the demand takes up an excessive amount of staff time and in so doing disadvantages other complainants and prevents their own complaint from being dealt with quickly.