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 levels of contact
Sometimes the volume and duration of contact made to our office by an individual causes problems. This can occur over a short period, for example, a number of calls in one day or one hour. It may occur over the life-span of a complaint when a complainant repeatedly makes long telephone calls to us or inundates us with copies of information that has been sent already or that is irrelevant to the complaint.
We consider that the level of contact has become unacceptable when the amount of time spent talking to a complainant on the telephone, or responding to, reviewing and filing emails or written correspondence impacts on our ability to deal with that complaint, or with other people’s complaints.