Making things right can involve going the extra mile.

Danni’s 40-year-old son, Will, who was training for the Special Olympics, didn’t receive his bus pass sticker for his Translink Compass Card. The bus pass sticker usually arrived at the end of the month, but it never came. Danni and Will called the Ministry of Social Development and Poverty Reduction (MSDPR) to figure out why the sticker hadn’t been mailed. The first agent they spoke to didn’t know the details of the Bus Pass Program and told Danni that she was unable to speak with her without Will’s written consent. Danni tried calling MSDPR again with no luck. On her third attempt, the staff member told her that Will could give verbal consent to speak to her. She also told her that the bus pass sticker had been sent to the wrong address and if they didn’t receive it by the end of the month, to call back.

Frustrated about the missing bus pass sticker and the lack of service quality, Danni contacted us for assistance.

We facilitated contact between Danni and a manager at MSDPR to resolve some of the issues she was experiencing advocating for Will. A few days after we spoke to MSDPR, Danni received a call from a supervisor who confirmed the bus pass sticker had been resent. The supervisor informed Danni that she would call her to confirm that they received the sticker and gave her her direct number in case she had any questions. She also personally prepared and mailed the consent forms, and sent Danni the same information via My Self Service, MSDPR’s online communication platform.

Shortly after contacting us, Will received his bus pass sticker and we closed the file.