Most child support payers and recipients are probably aware that the Ontario Family Responsibility Office (FRO) now uses a case management system instead of their old call centre system for registered support files.
Question: As a payer or recipient, how has your experience with the new case management system been?
As a support recipient, the FRO has had my case registered since March 2011. The call centre system was terrible. Like the Rogers Home Phone call centre, every time I had an inquiry, problem or issue, I had to wait 15, 20 or more minutes to have my call answered, then, each and every time, I had to explain my concern from the beginning.
Apparently, with this new case management system, we will be liaising with only one case manager, therefore creating some continuity in the administration of our case.
THE PROBLEM IS, it is very difficult to get the case manager to return a phone call. I never call more than once per day, leaving a polite, brief, but well informed message. I have only had one return call of about eight or ten messages. Of course, I missed that one call!
The FRO has had a temporary court order in it’s possession since March 2011, where my ex-spouse is supposed to be providing me child support, but the FRO and FSOS (as it is an ISO) have taken no action on my behalf. Of course I am not 100% sure what their initiatives are as it seems difficult to get a return phone call from the case manager.
Question: As a payer or recipient, how has your experience with the new case management system been?
As a support recipient, the FRO has had my case registered since March 2011. The call centre system was terrible. Like the Rogers Home Phone call centre, every time I had an inquiry, problem or issue, I had to wait 15, 20 or more minutes to have my call answered, then, each and every time, I had to explain my concern from the beginning.
Apparently, with this new case management system, we will be liaising with only one case manager, therefore creating some continuity in the administration of our case.
THE PROBLEM IS, it is very difficult to get the case manager to return a phone call. I never call more than once per day, leaving a polite, brief, but well informed message. I have only had one return call of about eight or ten messages. Of course, I missed that one call!
The FRO has had a temporary court order in it’s possession since March 2011, where my ex-spouse is supposed to be providing me child support, but the FRO and FSOS (as it is an ISO) have taken no action on my behalf. Of course I am not 100% sure what their initiatives are as it seems difficult to get a return phone call from the case manager.
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