The complaint: Diya and her husband had lived in their home for 30 years. Her husband, who had always looked after the bills, had recently passed away. Diya received a speculation tax notice for $30,000 from the Ministry of Finance. As English was not her first language, she was having a hard time trying to resolve the matter, even though she had called the ministry a few times.

What we did: We contacted the ministry to see if a staff member could call Diya back with an interpreter to discuss her concerns.

How we helped: A ministry staff member called Diya and with the help of an interpreter, they completed the speculation tax exemption declaration together. This meant Diya did not have to pay the speculation tax. The ministry sent Diya a letter in the mail confirming that she had no tax outstanding. It also told her she could ask for an interpreter when she called next year to complete the declaration.

Why it matters: Diya’s complaint was resolved efficiently with clear communication and the help of an interpreter. This case is an example of how accessible services can prevent costly and unfair situations.