Scottish Commission on Social Security: Unacceptable Actions Policy

SCoSS's policy on unacceptable actions

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.

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