*********** and extremely poor service

I have been following up and waiting for a confirmation of a payment arrangement with the Compensation Fund for almost one month now. The service I received from the Call Center is disappointing and their lack of clear communication on the turn-around time for finalizing requests causes much frustration.

Given my experience with the Compensation Fund, I highly doubt that they have the necessary competence to carry out even the basic activities of a service department. If making a payment arrangement is such a stagnant process, it pains me to think of the quality of service I will receive if I ever need to submit a claim for an injury on duty.

The background: I requested for a payment arrangement agreement for the current year of assessment on 18 May 2018. The same day I received a ticket number for reference and thereafter phoned the Call Center to confirm if all documents were received in good order. The consultant confirmed that everything is in order and I will receive confirmation of payment arrangement in 7 to 10 business days. Since then I had to call 5 times to follow up and each time I had to request for an escalation. Still no confirmation of a payment arrangement has been received. With each follow-up call the consultants only add days to the turnaround time for finalizing the request - they keep saying that the finance department has a back-log and that I can expect the confirmed payment arrangement "in the next two days". Friday, 8 June 2018, I requested that the process be finalized urgently, since I need the payment arrangement to request a new Letter of Good Standing, in order to continue with business. The consultant confirmed that the request has been escalated as urgent and that I should expect the confirmation of the payment arrangement by Monday, 11 June 2018. I STILL HAVE NOT RECEIVED ANY CONFIRMATION OF A PAYMENT ARRANGEMENT.