Fail to attend

Inform

Following the events of my post, Reluctant "Yes", I decided to call Avanta to inform them I was unhappy with being told the PET (Pre-Employment Training) course was optional, and then being mandated to turn up. I called on Thursday 16/02/12 and left a message with reception, who informed me my adviser would call me back.

My call was returned at about 3pm today. I explained to my adviser (or 'Job Coach') what had happened, that I feel the course is a waste of time and I was planning not to turn up. I explained that I had been told it was optional and that the tutor was actually trying to convince me to join, and asking if I would agree to being put down as a "reluctant yes".

My adviser responded by telling me it is mandatory and, if I don't turn up, he'd have to tell the Job Centre and my benefit will be sanctioned. I told him that I intend to tell the Job Centre the same thing if they ask why I didn't turn up, and he responded by saying "You can tell them that, but we can just tell them we didn't say it was optional and it's very likely they'll sanction you".

He hurried away, saying "I have to go now, bye" and hung up before I could reply.

Complain

Needless to say, I wasn't all too happy with this. I called back and asked the receptionist for details to lodge a complaint. Not against the adviser, but against the situation. I can forgive the man for panicking when confronted.

After a brief discussion, the receptionist convinced me to speak to the office manager. He seemed friendly enough, and understood the essence of my complaint. He started off by attempting to convince me why the course will be beneficial and why I should attend. I explained that I had listened to the details of the course, and it sounded just like other courses I've attended, and that I'd get no use from it. I explained that my main issue here is that I was led to believe the decision was mine, and I had decided I had no use for it, only to be told I have to go or my benefit will be affected.

His overall point was that it will be put down as a "Fail to attend" on the system, and they will have to tell the Job Centre. I explained that my main purpose is to inform them (ahead of time) that I will not be there, and to let them know why - so when I do have to deal with the Job Centre, I can at least say I called Avanta with my issue, and wasn't just a no-show. He has assured me that my comments will be noted down as part of the "Fail to attend".

He told me "All this means is next time, it will be mandated and you'll have to turn up". I asked "So you admit it wasn't mandatory this time then?" and he said "If there is a letter that has been sent out saying it is mandatory, then that's the only evidence we have". I explained that isn't evidence, any more than it would be if I wrote a letter saying "It isn't mandatory".

He also gave me the usual speech about how Avanta are expected to show the Job Centre results to justify the money they are being paid. I'm not sure why the staff think it's ok to constantly share this with claimants, or why they think I'd care.

A veiled threat was issued: "Are you able to live without your benefit? Can you afford to take that risk? Do you have any other income streams?"

There was an attempt to convey that he was worried I'd be sanctioned, despite acknowledging that it is Avanta's choice to report my absence to the Job Centre and risk the sanction. I can see why they'd hold this position, in a system that cares little for the Jobseeker and more about punishing the unemployed and rewarding useless back-to-work schemes.

We agreed that I would not attend, and I accepted that it will be logged with my complaint noted.

I thanked him for his time and said goodbye. Now we wait to see what happens next...

N.B. - There was an overall tone of "We have the power to make you do what we say, and we can get you punished if you refuse" to both conversations.

I was told my only avenue of complaint (aside from speaking to the manager) was via post, or telephone. There is no option to complain via email in the initial stages of complaint to Avanta.