Transport Scotland - Information regarding fixated correspondents: FOI release

Information requested

Information on what topics fixated correspondents have written about and how many times, including copies of emails from and to the individuals.

Response

To provide some context, the terms fixated and persistent are used interchangeably. Both terms are used to describe a correspondent who writes in on the same topic(s) in a repetitive manner despite their query receiving a full and complete response.

While our aim is to provide information whenever possible, in this instance we are unable to provide some of the information you have requested because an exemption(s) under section(s) 38(1) (b) (personal information) of FOISA applies to that information. To assist in answering your follow up question on topics, I can broadly categorise the two topics which have resulted actions through our Customer Code of Conduct to be around road safety and bus ticketing.

Road safety
The correspondent has written in to Transport Scotland with over 100 pieces of correspondence, some of which has exceeded 25 pages per letter. The restriction was applied due to conduct, language and tone being vexatious.

Bus ticketing
Similarly the correspondent discussing bus ticketing wrote in 5 times, with one letter exceeding 60 pages. The complaint was addressed in full during Transport Scotland’s original response, and follow letters repeated the original point and no different response could be provided.

Unfortunately I am unable to provide any further information or emails around these correspondents as these topics are interlaced with personal detail about the individuals, including personal anecdotes and private information shared by the individuals in questions. Releasing this information could result in identification with other publicly available information on these specific topics.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.