25 signatures reached
To: Rt Hon Iain Duncan Smith Secretary of State for Work and Pensions
Child Tax Credit Helpline - Not fit for purpose!
Ensure all calls are answered by an adviser within 10 minutes.
Why is this important?
We are frustrated that calls are not answered, message states busy call volumes - this is not acceptable. We are frustrated that average waiting times are 30 -45 minutes with calls costing 9p a minute this is often more than most people can afford. Advisers seem to struggle understanding the notes on screen, letters sent seem not to make it on to the system, advisers are not able to say what will be paid when or how much -this helps no one. Advisers require further training!
" Recently called CTC over 4 days before able to get through when money dropped due to their error - no food for the kids or petrol to get to work -left on hold for 45 minutes- money I couldn't afford but had to choose between food and the call to get the mistake sorted out!"
This service is entitled a helpline but this is far from the service experienced, which leaves many in financial hardship and without a clear answer to the initial reason for the call.
