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RPA Customer Service Centre - calls volume/problems getting through

30 March 2010

Further to our note of 23rd March in Members' Documents, it would seem the RPA has still got a problem with the operation of the Customer Service Centre (CSC) and members are having immense difficulty getting through to the CSC. The RPA continues to state that the same level of resource is available as in the past and that the problem is as result of the high volume of calls coming into the CSC as the 2010 SP5 forms have been sent out in higher numbers and in a shorter timeframe than in previous years. It seems that as soon as the call back service is filled, that service becomes unavailable for the remainder of the day. We are urgently discussing this issue with the RPA but can currently only suggest that members keep trying to get through to the CSC.

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