Every day, the SUST secretariat receives calls, letters and e-mails from private individuals asking for help with a pet problem. Wherever possible, these requests will be answered specifically. Often, however, a "remote diagnosis" of the problem is not possible and those seeking advice are helped by providing specialist addresses. Also small castration actions and/or the capture and castration of single feral cats fall under the category "individual animal protection cases".

In this case, the SUST organises the capture of the animals and pays the costs for the castration of the animals.

In 2019, the foundation received about 40 such requests and assignments by phone, e-mail, Facebook message or letter on average per day.