It may be reasonable for large institutions to have dedicated personnel for less than one percent of their customers given that their customer base is so large. That calculation becomes financially unworkable in smaller organizations.
The fact that you resort to ad-hominem without addressing the example is telling. It terrifies me that people endorse the de-facto destruction of a commons just because a tiny fraction of the population can't use it.
EDIT: Some have pointed out that saying an argument is disgusting is not ad-homanim. This is correct, and I was wrong to use it in that way. However, I stand by the second part of the last paragraph.