I think I need to make a complaint about this home worker, but I feel bad about it.

[OhWhatFuckeryIsThisNow]

I called a booking line yesterday to arrange a prison visit. This is the first time I’ve done this so was a bit nervous about it. This service is outsourced to a company (I didn’t know this) and the woman on the phone was obviously working from home (could hear tv noise) and that’s fine. But half way through the call a child started shouting, telling her to stop the computer, shut up, you’re a stupid mother, you shut up now stupid woman. Lots of banging. She put me on hold, without telling me so I thought I’d been cut off. She came back, no apology. Couldn’t make my booking, promised to call back today. She didn’t. Now I understand the problems with hw and kids, and it sounded like for whatever reasons her child wasn’t coping with it, but this is quite a sensitive and awkward area for many people, but I’d feel bad if this woman got in trouble or lost her job due to this. She said it was the first day the company had run this contract, so I can see there is teething problems. I got through to someone else today and he suggested I complain. But I’m a bit conflicted about doing it.

What would complaining achieve? The next advisor has sorted your visit so let the woman be. It would be cruel if you know it could result in her losing her job.

Personally I am usually in the "do nothing" camp. That said, WFH is not a replacement for childcare - especially in a customer facing role, and especially especially in one with potential GDPR implications (you gave personal data over thr phone, I imagine). Think I'd just feel a bit aggrieved in private though, unless it happens repeatedly with this company.

I'd be a bit annoyed they didn't phone back but, no, I wouldn't complain. A complaint seems rather unnecessary considering you got what you needed sorted, when you phoned back the next day.

Think you’ve missed out the explanation of why you feel a need to make a complaint about her?

From the OP:

I got through to someone else today and he suggested I complain

He may well be wanting people to flag up these issues because the contract holder is operating on the cheap without providing proper training or oversight.

Its a sensitive services and staff should be properly trained and equipped to do the job.

I would. That person was obviously not able to fully concentrate on their job and didn’t call you back when they said they would for whatever reason. Both are unprofessional and unacceptable imo

Initially working from home I think was supposed to be the same as the office for people handling calls or whatever.

It's not and we are all dealing with it.

I wouldn't complain. It was probably her first day, she's prob trying to get into a routine etc. if she's that new at the job she probably doesn't want to admit she's wfh and having issues to customers . She's still on probation and getting the hang of it. Whilst she just put you on hold etc, she's probably panicked to can hear her kids, put you on hold abruptly so you don't have to too and come back just trying to get you sorted, missing the pleasantries because she's flustered.

It's hard being on a call knowing your being recorded and trying to do the right thing.

It does take a bit of time to get settled and a proper routine.

Based on that I wouldn't complain.

Knowing your on a live call, prob being recorded for customer service training and trying to get to grips with a new job is hard enough. So much pressure.

I wouldn't complain about her.

No, I wouldn't complain. Yesterday was her first day, maybe childcare let her down.

She didn't handle it well but, if you were nervous making a booking... imagine how she felt! Give her a break.

you have your booking, move on & get used to visits not being easy!

Staff working from home should not be supervising young children. That is not what WFH is about. She is either WFH without telling her employer she is also supervising a young child or the employer had approved and they are providing a shit service on the cheap.

Yes, if it had impacted you, you are entitled to complain. Whether you do or not is between you and your own conscience.

Tough one.

The service you received was substandard, so yes you’d be within your rights to complain.

Personally, I wouldn’t. If it was an extreme and unfortunate situation, it would be a bit harsh on her to complain. On the other hand, if she continues in the same situation, then she’ll get complained about sooner or later.

I would complain. It was neither professional or appropriate. If bosses are aware of CC letting her down, nothing will come of it. If she's taking the piss with WFH, not to need CC then they need to know. DH and I both work in academia and the number of children who 'appear' on Teams meetings because 'other parent has nipped upstairs' for hours is shocking. I am currently on ML, but would never dream of trying to supervise DD1 whilst working.

The fact the member of staff you got through to today suggested a complaint makes me think that maybe this is a regular thing? Maybe he gets multiple calls of a similar nature and is sick of it? She needs to have childcare - you have received substandard service - it's a hard one - if this was a one off then hell no complaint - it happens- but what if this is how it is every day?? Would her manager even realise unless a complaint is made? It's totally unreasonable for anyone to try and work with kids present these days- yes in May 2020 it was just about OK but there are options again now.

I wouldn’t complain. Maybe she’s one of these poor folk just doing what the government said-get another job, and another and another. Never mind there’s no childcare just get another job.

It’s not easy.

wfh doesn't mean looking after your children. I wouldn't make a. Complaint but I would offer feedback around this so that it can be addressed informally.

Don’t complain about her ffs. For all you know she was let down with childcare. You say you don’t want her to get in trouble or lose her job: of course she’ll get in trouble for this. So why complain?

And the variation in answers shows why I’m conflicted. We all know it isn’t appropriate, but there may be genuine reasons why the kids were here, she may have no option. So I won’t complain.

Not wanting to sound like the asshole on the thread but personally I would complain. First day or not, she sounds totally unprofessional, and should have arranged childcare of some sort while working.

Haven’t you already complained if coworker knows about it and advised you to make a formal complaint?

You didn’t really have any qualms about getting her trouble then

Yes I would complain. She’s clearly incapable of doing her job if she has children in the house as well.

Lots of employers now specify that you have to have childcare in place if you are working from home.

It is people like her who contribute to the stats as to why home workers are unproductive.

Are you certain the other voice was a child? From you've said you heard it sounds as though she could be being abused by someone. If you decide to complain I would do it from the perspective that it sounds as though she needs support and you were told you'd get a call back which didn't happen. Neither should result in this woman losing her job. You have valid reasons for complaining imho. As you've stated, this is a sensitive service and this shouldn't be happening.

I work from home in a sensitive area and have to confirm that I have a quiet, private area to talk from where I will not be interrupted. Having TV on in the background would not be acceptable, never mind having a child interrupting. She also should have phoned you back.

Given this was a one off I would probably leave it. During the pandemic some of my Co workers were occasionally interrupted by children when we were in Teams as they had no option for childcare. Maybe in this case the child was ill or something. I would let it go this time but if something happens again would complain as it really isn’t appropriate (& I would include having the TV on as inappropriate)

Hope the visit goes well x

Yes I would complain. It needs to be bought to light that she's not doing her job properly.
This isn't someone caught off guard who normally wfh but had a sickly child asleep upstairs in bed. It's a child shouting nasty and worrying things at a mum. I'm wondering why a child would say such things, maybe it needs reporting?

Why don't you just let it go and mind your own business? Plenty of bad service out there in person or via phone - you seem to want this lady to get it in the neck specifically to make a point about a child daring to be heard/present where someone is working from home...which is bitchy IMO.