Terry complained about the Ministry of Social Development and Poverty Reduction’s process for submitting their monthly income assistance report forms. Terry explained that he was unable to submit his forms via My Self Serve and submitted them by fax instead. However, shortly afterwards he received a letter indicating that the ministry does not accept monthly report forms by fax and that the reports should be submitted as soon as possible. Terry explained to us that he was concerned that his monthly income assistance cheque might be delayed so he attended the local office to deliver his forms. Terry said this was stressful because his doctor had advised him to remain in isolation due to medical vulnerabilities at the time. Terry complained about his experience to ministry staff, but was not satisfied with the response he received.

Our investigation focused on whether the ministry followed a reasonable process in communicating with Terry about how to submit his monthly report forms.

We spoke to a Community Relations and Service Quality Manager who confirmed that the ministry does accept monthly report forms via fax and that the usual requirement for them to be submitted by a certain deadline to remain eligible for assistance had been waived in response to the COVID-19 pandemic. We reviewed case notes related to Terry’s situation and concluded that ministry staff advised Terry that the forms had been entered into the system. Ministry staff explained to us that the images were blurry, but that Terry could submit clearer copies at a later time when it was safe to leave his home. A different staff told Terry that it was okay for him to submit the documents sometime in the following months and that his assistance cheque would be released.

In the circumstances, it appeared that the ministry had provided correct information to Terry over the telephone, but conflicting information by way of letter. The conflicting information was that faxed forms were not acceptable and should be submitted as soon as possible. Given the conflicting information, we understood Terry’s confusion about which advice to follow.

We raised this concern with the Manager, who agreed to write a note to Terry on the ministry’s behalf extending an apology for the difficulties he experienced.