Dear Editor,
Please permit me space in your letter column to vent my frustration with NIS Pension office over the inordinate delay and slothful pace of processing my vouchers which they still did not get right after 13 weeks.
Just to recap the facts, I sent copies of the Life Certificate and representative form (P300F3A) through the Guyana Consulate Toronto. The originals of the Life Certificate and representative form (P300F3A) delegating a new representative was submitted to NIS Office, Brickdam on 22nd Sept 2025 and 26th Sept 2025 respectively along with the requested supporting document (Notariz-ed copy of my passport).
My representative was told by the NIS agent it would take between 6-8 weeks to complete. Needless to say this deadline was not met and ever since we have been checking intermittently directly and through phone calls with NIS to no avail. On at least three occasions the same answer was parroted, “It is not ready yet because they have to process the new Representative form”.
Trying to get a realistic answer and deadline was like a fleeting mirage. Each time the phone calls were like a dead end. Somewhat going around in circles from one person to another like a cat trying to catch its tail. Besides my representative has to keep repeating herself over and over again what is the purpose of the follow up.
Makes one wonders if NIS has a Customer Relationship Management (CRM) software or any notes taking system for that matter that documents customer interactions so subsequent calls can be a seeming-less process for agent and caller.
On the last contact almost two weeks ago my representative was told by agent PB (initials) the New Representative form has been approved and the vouchers will be ready shortly.
My representative called the NIS office on Dec 15th 2025 inquiring about the vouchers and was told it is ready for pick up.
She went to NIS office to pick the vouchers on the Dec 17th 2025 only to find out the Vouchers were still made out to the previous representative’s name and she should check back on 2nd Jan 2026.
After waiting 13 weeks for them to change the name they still got it wrong. If this is not gross incompetence then tell me what is.