Well, regardless of how things should work, that's how they do work. I know some folks who've worked for politicians over the years and it's pretty transactional. For instance, it's fairly common for feedback from constituents to get prioritized based on voting history (among other things like political influence). If you reach out to an elected official, one of their staff will often check the voter rolls. If you're not registered to vote, or if you are and you haven't voted in a long time, don't expect your complaint to get much attention.