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Ministry of Government and Consumer Services

Date: 2008

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A mother who telephoned the Office of the Registrar General (ORG) about a birth certificate for her son was put on hold – for 3 hours and 15 minutes – even though the pre-recorded message on the line said the wait would be 20-30 minutes.

While she was on hold, she used her cell phone to call the Ombudsman’s office.

She explained that the ORG had previously attempted to deliver the certificate to her by courier, but she had been unwell and unable to pick it up from the courier depot, so it had been returned.

The Ombudsman’s Office asked the ORG to call the woman directly.

The ORG had her confirm her mailing address and sent her the birth certificate.

The mother was so pleased, she called a Toronto radio show regarding her experience, telling the host the Ombudsman’s office had managed to settle the matter in less time than she had waited on hold.

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