The complaint: Jill had received disability assistance in the past and had recently reapplied for disability assistance with help from a social worker. When the Ministry of Social Development and Poverty Reduction approved her application, Jill asked for her assistance to be backdated to account for the time it took her and the social worker to reapply. The ministry told her that was not possible.

What we did: When a person is reapplying for disability assistance, staff ask for a monthly income report. Staff then schedule a phone call to review the applicants’ circumstances. If the applicant meets the requirements, they are eligible for assistance when the ministry receives the monthly report.

In Jill’s case, the ministry made a mistake. It started her disability assistance on the date of the phone call, nearly two months later.

How we helped: As a result of our investigation, the ministry paid Jill the disability assistance she was overdue to receive. It also apologized to her for its mistake and explained the re-application process.

Why it matters: Correcting mistakes and compensating those affected are important elements of fairness, ensuring that individuals like Jill receive the benefits they are entitled to.