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 use of the complaints process
Individuals with complaints about SCoSS or a public service provider have the right to pursue their concerns through a range of means. They also have the right to complain more than once about an organisation with which they have a continuing relationship, if subsequent incidents occur. This contact becomes unreasonable when the effect of the repeated complaints is to harass, or to prevent an organisation from pursuing a legitimate aim or implementing a legitimate decision. We consider access to a complaints system to be important and it will only be in exceptional circumstances that we would consider such repeated use is unacceptable – but we reserve the right to do so in such cases.