Morgan had disabilities that made communicating difficult. She had no phone or computer but her advocate, Bart, helped her interact with the ministry.

Morgan had a special diet due to her condition, so Bart helped her apply for a dietary top-up to her disability assistance cheque. He sent in the paperwork.

Weeks turned into months without word back from the ministry. Bart tried following up. He called the ministry’s toll-free number twice. After waiting on hold for well over an hour, Bart tried the call-back feature and – eventually – got through. Finally, the ministry agreed to process Morgan’s application. Bart had concerns about the ministry’s service delivery: he expected better. He contacted us.

We contacted the ministry who agreed to call Bart and discuss.

Later, we checked in with Bart. He said the manager listened attentively and provided a direct line, cell number and her work email address – encouraging him to contact her should he notice any urgent service quality issues affecting Morgan. Bart told us he was pleased with the outcome of his complaint.