Jobcentre adviser bull**** lazy

[beefy123]

hi i rang up the dwp today to find out what was happening with my claim and i wasn't getting anywhere so i asked to speak to a manager, she then put me on hold(or so she thought) she then got the manager over who started going through the file on the computer, the manager then said to the adviser "oh he's still on hold, ok looking at his file itt looks like he is bull**** ill and just to effing lazy to get a job, oh also it looks like his partner is too effing lazy to go to work also she's using him as a excuse not to get a job, i can't believe the pair of them" to which i replied with i can still hear you to which she said oh oh sorry! i then asked for a senior manager to call me back asap. The senior manager called and apologised to me and said this is taken very seriously and its not our usual standard of customer service, she also said looking at your file i can see that your very ill as you get dla and your wife gets carers for you i am very sorry i will investigate and call you back! What a cheek! so watch this space as it seems this is how people are treated in the dwp call centres

[renegadeimp]

Thats not how people are treated. You were an exception to the rule.

 

However, if you feel really angry about it, the first course of action would be to make a full complaint. Then you can go from there.

[estellyn]

Yes make a full written complaint. Not all DWP employees are like this (having been one), but there are some, and these need to be disciplined over attitudes and behaviour like that, and complaining is the only way to ensure this.

[Consumer dude]

they got caught red handed.that's all there was to it..

[citizenB]

Shame you werent able to record the call !!

[Nagasis]

Personally I would make a written complaint.

Not all DWP staff are like that. Many do genuinely want to help and do so as much as they are allowed by the rules imposed on them.

[della2]

Thats not how people are treated. You were an exception to the rule.

 

However, if you feel really angry about it, the first course of action would be to make a full complaint. Then you can go from there.

 

Was he? I don't think so, On one of the ESA85's that came with the appeal pack for my dad, they had inadvertently copied the page " Harmful Information - not to be copied"

On that page contained a one sentence, five line comment that described my dad as argumentative, arrogant, awkward and deceptive.

 

The DWP did apologise for allowing it to be copied and after obtaining permission from ATOS (it was written by the assessor) the page was 'blacked out' and a copy sent to my dad to show that the comments had been removed from his file.

 

It does make you wonder just what is recorded that is kept away from the claimant.

 

In the past I knew someone that worked for the DWP and in conversation outside of the office, they always tended to describe JSA claimants as '****'.

[renegadeimp]

Atos arent the DWP though. Theyre an independant contracter, contracted by the government purely as a way to save money, plus another reason which im not posting here.

[della2]

Atos arent the DWP though. Theyre an independant contracter, contracted by the government purely as a way to save money, plus another reason which im not posting here.

 

ATOS are indeed contracted by the DWP, which makes the DWP their managing agent. Anything that ATOS do is done in the name of the DWP.

 

If I accept what you say that they are autonomous, then once DWP had the file back from ATOS why were the comments not cancelled then?

 

ATOS and the DWP are in it together in everything they do. I have yet to find the DWP decision makers go against any of the ATOS reports when making decisions - despite my dad having every decision so far (4 Tribunal decisions since September 2010) for his ESA claim, overturned and placed in the Support Group.

[renegadeimp]

True, but its been shown time and time again that ATOS employees think they can say and do whatever they please. Couple this with their business actions which can only be attributed to targets set by the government and the fact that ATOS get bonus and extra payments if those targets are met, and you have the main reason why theres so much uproar.

[flumps1976]

I work for JCP and I would never speak about a customer in that manner in fact even after I have been abused verbally I am more inclined to run off to the toilets to blub rather than vent!

 

However i have in the past been witness to this particular type of scenario, at the JCP we are now monitered on our behaviour to all customers (this include customers and colleagues) and anyone falling short of the set standards is taken to task, and YES it does happen as I have witnessed a colleague ranting at another collegaue last week and it was reported with ranting officer taken in to the office by the line manger and taken to task over their behaviour/attitude, they have now gone sick after the telling off.

 

I have also heard the contact centre staff bad mouthing people whils attempting to transfer a call, which I have addressed and emailed a complaint across too.

But also too add the behaviour does happen and not just isolated to the department it's rife across the country as a whole!

 

I would actively encourage you to make a formal written complaint in theis case as this member of taff certainly needs to be taken to task over their behaviour, I agree that it is totally uneccessary and out of order