Is it normal for the fibre contractor to email the end customer from their personal email address when scoping out a fibre install?

I was expecting all communications to be routed via Chorus of through my ISP so that there is an appropriate paper trail of approvals and associated time line, instead the whole process has become increasingly frustrating.

Initially the contractor wasn't going to produce a scoping document, and planned on pinning the fibre to the internal walls of the garage, approx 10m run of exposed fibre. We coudln't proceed without landlord approval and requested a scoping document which came from the contractor's personal gmail account.

We've had no response to any of of subsequent communications and I've had to escalate the matter with Orcon.

Has anyone else had a similar experience?