Without opening a jurisprudential can of worms, no rule or procedure covers every possible scenario. That's life and why discretion is unavoidable.
The unfortunate thing is that the first port of call in matters like this tends to be the lowest rungs of the organisation, manned by jobsworths who have neither the power nor the incentives nor the intelligence to deal creatively with situations they've never encountered before. But if you're not getting a machine, it's true of most organisations.