Sometimes the volume and duration of contact made to us by an individual causes problems. This can occur over a short period, for example, a number of calls in one day or hour.
It may occur over the life-span of a matter when a customer repeatedly makes long telephone calls to us or inundates us with copies of information that has been sent already or that is irrelevant.
We consider that the level of contact has become unacceptable when the amount of time spent talking to a customer 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 customers.