Error messages that don't inspire confidence

[Dave A]

I call the Workmans Compensation Fund to enquire why I have not received my letter of good standing yet. The normal call centre routine - type 2 - and get this message:

We are experiencing a technical problem in our system. Please be patient and wait for the next available agent.

Wait about ten minutes, when an operator answers.

Ask about the status of my request for letter of good standing.

Can you guess the answer?

I'm afraid I can't help you because our systems are down. Please call back in ten minutes.

Pointing out that I'd already waited ten minutes just to have the call answered yielded this reassuring response:

Well, in that case, call back in half an hour.

[Dave A]

OK - now I'm well and truly p'd off.

I phone.
They check.
I'm in good standing.

Three times I'm asked if I sent a written request.
Three times I tell him yes - faxed on 22nd November.

OK. No written request on record, please fax again to this number....

And you'll never guess this....










Not in a million years....










It's the same f*cking fax number I faxed it to on the 22nd November.



Deep breaths, Dave. Deep breaths.

[Martinco]

Being in your own business is not for sissies !!!

Come on....tomorrow might be better.

[Dave A]

And my staff wonder how I fill the hours in the day

Thanks Martin

It's just that yesterday was sitting an hour and a bit in the "express" queue to pick up tax clearances, despite me having done the approval thingy on eFiling already.

Getting uFiling back up to speed is chewing hours (which just checking this thread is a mission that started in September).

And one other bureaucracy issue which has reraised it's ugly head this month (which I might get to posting something about one day).

So it's been a bit of a run. But Christmas is coming

I just feel sorry for the poor folk who aren't making money when they're sitting in the office attending to this sort of thing - like I used to be.

[murdock]

dave i hope you didnt call them and tell them i needed an assessment ...because within an hour of reading this thread my fax spat out an assessment from workmans comp.

and i was thinking poor dave having a bad day...i didnt even bother just filed it into file 13 for another day...to be sorted out.

if these people are so unorganised do they ever catch up with people who dont register or pay over money.

going a claim we put in in 2004 which is still pending i dont see how they ever do.

[ABCAB]

I found our the hard way (6 months) that you do not get a letter of good standing unless you stage a sit in at the office. My wife took it to the extreme and entered the building with a pillow and duvet and let security get the relevant people to come see her where she had invoked her "squatting rights". It then took a mere three hours to get the letter. It was well worth it as I was sitting nearly 600KM away on a site that I (along with 4 employees) had been asked to leave unless I could produce a letter of good standing.

[Dave A]

I got it in the end - phoning everyday for three days going "haven't got it yet - where is it?"

My tips - take careful note of the date and time you send the fax requesting the letter of good standing, and make sure your fax machine is loaded with your fax number as the sending number. Clearly the fax goes into an electronic waste bin which is ignored, but at least it's sort of searchable. Armed with fax number you sent the request to, your fax number, date and time, they can retrieve it.

And if you're persistent, they'll even process your request.

Ridiculous that this is what it takes, but it worked - eventually.

[Dave A]

Something has got to be done.

Honestly, it's ridiculous that this letter of good standing issue continues the way it does. I've just drafted the following letter to my clients who keep our letter of good standing on file:

Re: Workmens Compensation – Letter of good standing.


Our latest letter of good standing from the Compensation Commissioner expired at the end of May 2011.

Attached please find a copy of our application for a new letter of good standing from Workmens Compensation.

Should you require a copy once it arrives, please ensure that our office is advised and we will forward it to you as soon as we receive it. I regret that past experience has shown that the office of The Commissioner can be tardy in processing these requests and accordingly cannot predict when this letter may be received by us.

In the interim, I warrant that all required returns have been timeously submitted and all assessments are paid up in full.

Assuring you of my best attention at all times. Please do not hesitate to contact me should you have any queries or wish to discuss anything further.

Should do for now, but honestly - something needs to be done to streamline this process.

The way it works at the moment is simply ridiculous!

[Martinco]

This is where the urge to Photoshop the last one comes in ! I know it is not right but if you come up against this form of incompetence it becomes very tempting !

[Ivan]

hey all, just found the thread now ,if ever you guys need assistance with obtaining letters of good standing,from the Compensation Fund.

Feel free to give me a call , I might be able to assist.

Regards
Ivan

[Dave A]

Ivan, have you any idea why the WCA process is in such a mess?
And if there are any plans to fix it?

I appreciate your offer to help, I really do. But it shouldn't take special measures - this should be routine stuff.

[Ivan]

Hi Dave

Firstly I work for a company thats the alternate choice to WCA, we however only register companies that fall within the building and construction Industry.Its the exact same cost, just a way more efficient service, for eg our letter of good standing is valid for a year.

To answer your question , the Wca has always been in a mess as far as I can recall, and to be honest , after a meeting with them a few weeks ago, it seems unlikely that its gonna change anytime soon.Recently they have migrated to a new system(SAPS), which held up all assessments , letters of good standing etc.They are now further behind than usual, bearing in mind they fond of charging interest and late penalties for assessments that THEY have not yet processed.

Unless you are in the building, construction or mining industry in South Africa , you have no choice but to remain with the Compensation Fund.

Should you require a status check at the Fund to see the progress on your policy , feel free to contact me and I will try and assist.

[Dave A]

bearing in mind they fond of charging interest and late penalties for assessments that THEY have not yet processed.

That's not a problem I've had come my way as yet, but I do notice I never get my no-claim bonus back despite submitting returns and paying assessments as they become due.

I don't see why the WCA client should be footing the bill for WCA's incapacity.

[Yvonne]

Are any other companies having problems with the Compensation Fund?

Our company has not received a statement of account for the year 2010 yet, all returns have been submitted.
We regularly fax, try to telephone (A whole different story!), and send registered mail and receive no reply.

We have eventually transferred an estimated amount.
They are going to charge 10% penalties and interest, and it is due to their incompetence that we will be forced to pay this.

We have hand delivered returns, but frequently they claim that we have not submitted a return.
We have had courier companies deliver the returns, same problem.

When is something going to be done about this level of incompetence?

Surely by now there should be an internet site similar to SARS e-filing? to submit and control our accounts ourselves?

Yvonne

[Dave A]

When is something going to be done about this level of incompetence?

Expect a new thread in the morning, Yvonne (this one isn't suitably optimised). I've certainly had enough.

Time to kick up a real stink, methinks.