It is if you want to misread it to say there is a requirement to talk to them. Of course, that's not what it means.
"I can't talk to you. I need to send you an email, you need to respond that you have received and understand it and then you can call me back and we can talk"
Actual translation:
We are investigating this complaint. I'd like to speak to you about this, but our procedures under the PBR do not allow me to until I send you specific information about the PBR, (including your right not to talk with me at all). I can sent it to you by email. And, if you want to talk to me you need to reply indicating you received and understand it.
Exactly.