sdav: In my experience I get frustrated with ISPs in regards to nuisance calls. Can someone explain why they need three instances to block a number? I understand it if it involves tracing an unknown number but surely if you have the number from your caller ID why can't they just block it easily. It's your phone and if a customer wants it blocked what does the ISP stand to loose by fulfilling that request? Vodafone do it with blacklisting (great service imo), all ISPs should be made to have it.

As for "call the police to get them to give me the number to give to Orcon." Did the CSA they think police have access to Orcon's and every ISPs databases to find numbers? lol.

We need to establish a pattern, otherwise the caller can just say he/she only called the once and we have no other evidence. The sanctions can be as simple as a request to the caller to stop, either directly or via their carrier if they are on another network, or by passing details to the Police if appropriate, or by blocking the number - but this is generally only possible by placing a complete block, we don't have the capability to maintain block list of specific called numbers. The final reason is, especially where CLI is blocked, there maybe more than one source number involved, so again a number of examples is standard practice to give us a shot at establishing a pattern.

If the CLI is visible then manual call-vetting by the receiver is straightforward and easy...this process is for pervasive nuisance calls and/or withheld numbers.

Yes this CSR will be given a "retraining opportunity", the source numbers are available to us if we have a date/time to work from.