CSA complaint sent to ombudsman
March 11, 2010
I am writing this letter in the hope that it finds the correct person, someone who can take a third party perspective and ensure CSA meet their responsibilities.
I have broken this down into two components (My Case) and (My Complaint) I contacted the CSA agency and was refused assistance, so this method at least leaves a paper trail.
My Case………….
Due to an excess payment plan arranged between myself and the CSA I have now caught up with my CSA arrear payment obligations and am now at a stage where excess payments will now pay the late payment penalty accrued over the last 15 years of around $4000. The initial deal I made with the CSA was to make the excess payments, catch up on arrears and CSA would wipe the penalty amount, No strings attached that was the deal!
Well, that time has now arrived and CSA should honour their side of the agreement!
I called today on the 09/03/2010 to fulfil this agreement with the CSA.
My complaint…….
On the 09/03/2010 I contacted the CSA office, my call was received by a woman case officer.
I politely requested to speak with a male case worker and explained that I feel more comfortable discussing my child support obligations with a male.
I was at first refused and the woman case worker seemed to take offense to my request! I was then informed by the woman case worker that I would need to be placed in a queue and would need to keep requesting a male case worker until one answered!
I was then submitted to a queue, where I waited on hold for quite some time until a male case worker finally answered, who I now know as Joshua! Before I could speak to Joshua, when he answered the line he already knew who I was as he didn’t ask for credentials or a case number- Joshua in a rude manner stated that he was not allowed to discuss any issues in regards to my CSA case and that all correspondence should be dealt with via mail. When I asked why I had not been notified of this fact, Joshua reiterated that he and or any CSA case worker were not allowed to discuss any CSA matters with me and that all correspondence was to be pursued via mail.
Joshua then hung up on me!
I was shocked, listening to the dead dial tone on the phone. Joshua had obviously spoken to the lady case worker and had decided to answer the phone and make his statement and hang up! This was obviously an attempt to directly agitate me and had been planned before he answered me off hold.
I called back straight away, I ended up speaking with a lady case worker; initially I requested to speak with a supervisor/manager as I was very upset. The lady I spoke with was very professional and I soon felt relief in dealing with her (I unfortunately did not get her name). I explained my frustration in the manner that the case workers had handled my request and explained that I wanted to report the case worker who just hung up on me.
I was given his name (Joshua) I request that if the conversation was recorded, the recording be listened to, as Joshua’s manner was unnecessary and aimed at invoking a retaliative response.
In the past 15 years I have had some unacceptable dealings with the CSA office! The long constant exposure to some case workers who are manipulative and vindictive in their roles, In my opinion only leads to parent’s frustration, which eventually stops negotiation and compliance.
Due to the fact that CSA would call my phone on weekends and up to the hours of 7pm I requested that CSA no longer call, and that all correspondence should be by mail.
I am sure Joshua will try to state that because I requested correspondence in this manner, he was justified in his direct approach of non compliance when dealing with me over the phone. However this is just another manipulation game played by another CSA worker who gets their kicks out of patronising their clients.
Today’s example of CSA case workers abusing their rights only adds to the ongoing torment I have endured from CSA, not long ago, confidential mail sent by the CSA intended for me containing pay information, spouse and children information was sent to my ex, who kindly redirected the mail to my address.
When I requested an explanation as to how my confidential information was sent to the wrong address? I was informed that there had been an admin error! Strange as I had never even lived at the address where my mail had been sent to!
If another government agency released confidential information such as medical history, criminal record etc.. they would be held accountable! It seems that the CSA are allowed to get away with almost anything!
I am so far past the point of being able to deal with anyone related to the CSA! I just ask that my letter be kept on file and that someone ensures my agreement with CSA is honoured!
Sincerely
Wayne
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3 Responses to “CSA complaint sent to ombudsman”
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Good Luck but the problem I found with the Ombudsman is that they also only have limited powers on only certain issues so again another ‘organisation’ you think if you go to they will sort the mess out and I so hope it does help for you, but unfortunately it didnt for me.
ive had this problem for months my ex husband has been paying foy nine years i havent recieved it for five months ive been told that many stories one cheeky frigger told him they would put a payment in that day while i was listening in just to get him off the phone until i got on the line and had murder with them i think theyre a gang of cheeky whatevers and most of them are children i speak to a lot younger than myself they are all a load of ####.
the CSA staff are as much use as a bastard on fathers day, arrogant and cocky I am quite sure they would not be so smug if they were face to face with the people who they have been gobby with. It is getting to a point where the people who the CSA have abused have had enough of their shite it is only a matter of time before people retaliate, the CSA staff should be very concerned.