Going to an appointment or an office

Settle these when you book — not on the morning you go.

• ☐Confirm the appointment still stands, and get a reference or confirmation number.
• ☐Ask what safe contact method will be used for changes, cancellations, or follow-up.
• ☐If you need an interpreter or an accommodation, ask for it now — and ask how far in advance the request needs to be made.
• ☐Ask whether someone can come with you.
• ☐Ask whether children can come, and whether there is somewhere for them to wait.
• ☐Ask what happens if you arrive late, and how late is too late.

Ask who to contact, and what to do, if the appointment cannot go ahead. Getting that answer while someone is still on the phone with you is much easier than getting it afterwards.

Plan the trip around the arrival time, not the appointment time. Offices, clinics, and courts can take a while to get into once you are in the building.

• Build in extra time for the route, security, and finding the right desk.
• Treat the return trip as a separate plan. Getting there does not establish a way back.
• Know who to call if you are going to be late, and call before you are late.

No ride, no fare, or a route that does not work for your mobility or communication needs?

For the process

• all paperwork in one folder
• originals and copies kept separate
• a way to take notes
• somewhere safe for confirmation or reference numbers

For the wait

• a charger
• water and snacks where permitted
• any medication you may need during the wait
• something to do

Only bring the documents the specific program said it needs — check the program listing or ask before you go. Keep originals and copies separate, and ask before you hand over the only copy you have.

• Arrive early when you can, especially if you are walking in.
• Ask for a realistic wait estimate.
• Ask whether the office uses text messages, callbacks, or another queue system.
• Ask whether you can step out briefly and come back without losing your place.
• Write down the name or department that gave you each instruction, and the date.

Be ready for it to take a while. A long wait does not necessarily mean something has gone wrong. Check with the desk before leaving or assuming you lost your place.

This is where a trip is saved or wasted.

• If something is missing, say so and ask what else can be reviewed instead. There is often more than one way to evidence the same thing.
• Before you leave, ask: what did you receive, what is still missing, and how do I check the status?
• Ask what happens if the normal route does not work, and who handles that.
• Write down the reference number, the date, and who you spoke with.

Appointments get cancelled, rescheduled, and missed — by both sides. It may be a delay. Ask whether your request is still open and whether any deadline changed.

• Ask why, and whether the request is still open or has to be started again.
• Ask for the next available time before you hang up or leave.
• Ask what to do in the meantime, and whether anything can be submitted another way.
• If you missed it, say so plainly and ask what the process is now.