Dear government agency,
When I complained last year about the decision to no longer offer opening hours outside 8:30-4:30 weekdays ( the time many taxpayers such as myself are working) you told me that this was because your digital was superior. It’s not. It can’t cope with the complex claims I used to take in to the office. I don’t care about the simple claims, those are easy.
And after a conversation about this with the feedback hotline, it’s because your phone app (only available to those in the population with smartphones)does. Nowhere on the website is this indicated. Possibly because your Comms people are smart enough to know this is not a good indicator of how you view your clientele- either they are free enough during the week to go in in person (not adequately employed) or they have enough money to have a smart phone.
Still a cranky customer.