This is the problem with call centres - whether they be Service Canada (?) or the Information Line (?) at the Social Security Tribunal.
I am trying to get information about a client's file - I have all the written consents that I need.
The first agent well all she wanted to do was talk over me, and tell me that I could not be told the information I needed despite having consent - and having called them many many times. This is not my first rodeo lady. In the end I asked to be put through to another agent - only to be put back in the line and waiting.......
The secord agent - shout out to Susan - was excellent - and gave me the information I needed right away. However, she did tell me that they can only spend 6 minutes on each call - and that is why many times they appeared stressed and rushed on the phone. Six minutes - what the hell - what if you are a senior or a person with a disability who takes time to process information? I do not get this government - the calls are timed and if they are not within the six minutes they can lose their jobs - that is what I was told today.
As for the Information Line at the SST - a client called yesterday and told me she had waited three days for a call back - and of course she was out at a medical appointment when the call came - but there was no number given so she can find out the information that she needs - so what she has to call back aqnd wait another three days sitting by the phone? That's just crazy.
So you get no service from Service Canada - you get no information from the Information Line. and a client cannot get an appeal from the Social Security Tribunal.
2015 cannot come soon enough.