What if someone just doesn't make renewal review calls?

FAQ's from AppX Retention

From time to time we get someone who is trying to test the boundaries to see how
important this program really is. It will become apparent pretty quickly by reviewing the
metrics who isn’t participating the way they should be. We have a three strike rule we
practice:
1. First report that shows no calls is addressed with the agency leadership
2. Second report is a written warning.
3. Third report is a performance improvement plan. 
This only happens in rare cases, but can happen.