Gary, who uses a wheelchair, submitted a request to the Ministry of Social Development and Poverty Reduction (MSDPR) for a new bed because his was infested with bed bugs. He was sleeping on the couch and this was causing him a lot of discomfort. At the time, the residents of Gary’s building were under a COVID-19 quarantine and MSDPR asked him to get in touch through his Third-Party Administrator once the quarantine was over. Following the quarantine, Gary contacted MSDPR and provided confirmation of the fumigation as requested. He then waited over two weeks before getting a response from MSDPR through his Third-Party Administrator that a second fumigation was required.

Unclear why a second fumigation was required and concerned about further delays, Gary contacted our office.

We contacted MSDPR to enquire about the status of Gary’s request for a new bed as well as to ask what appeal or complaint processes were available to address his concerns about the delay and requirement for a second fumigation. After reviewing Gary’s file, MSDPR advised us that there had been a miscommunication. The ministry did not intend for Gary to fumigate a second time, but rather had requested that he re-submit the original fumigation report because it was not attached to the file. With the fumigation confirmed by the building’s landlord, Gary’s request for a new bed was approved and delivery was arranged by the ministry’s supplier.