I’d like to see changes to your criteria for handing out permanent mutes to require a more extreme offence.
Permanently muting someone in a video game is a very extreme punishment. Let alone in a game such as runescape where player interaction is a large part of the game.
There are cases where players definitely do not deserve a PERMANENT mute but still get declined when appealing.
To be fair, permanent mutes are only issued for really persistent offending or behaviour that is very concerning, we actually apply far less that you might think and when we do it's with good reason. The option to appeal exists for most perm mute cases, so there is almost always an in road to have a review and get a double check.