Hi
This is how I have seen it done many times.
Appoint a single point of contact, and instruct the complainant that
they should make all contacts with the council through that person. The
complainant should be told that they can only contact the council in
writing. There may be a legitimate DDA issue that might prevent the
person from putting their concerns and complaints in writing, but if
they have already done so, they cannot claim this now.
The contact centre should then politely terminate any calls ASAP telling
the person to write to the nominated single point of contact.
The nominated single point of contact should be robust, and should not
respond immediately to any contact.
Any requests and complaints which have followed your FOI process and
been found to be vexatious on internal review should be filed and not
responded to.
Cheers
Tim
Tim Turner
Information Governance Manager
NHS Manchester
1st floor
Parkway 3
Parkway Business Centre
Princess Road
Manchester, M14 7LU
[log in to unmask]
DDI: 0161 765 4174
Please note I only work on Tuesdays and one other day each week, so a
response may be delayed.
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Brenda Scourfield
Sent: 22 February 2011 08:08
To: [log in to unmask]
Subject: [data-protection] Vexatious requests/people
How do others deal with vexatious people ? We have recently supplied
data and information in response to a SAR and FOI request. The person
continually rings the authority often 3 or 4 times a day speaking to the
same people for long periods of time asking for
documents/emails/statements which either do not exist or are held by
other organisations involved. Despite explaining this, tears ensue,
imaginery documents are asked for, accusations of conspiracy, official
complaints made against officers. Managers are not keen to stop these
calls at the call centre.
How do others deal with these sort of situations - replies off list if
you are happier !!
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