A mother of three children experienced delays when she applied to change her surname and theirs.
A mother of three children experienced delays when she applied to change her surname and theirs. Our inquiries with the Registrar General determined that the delay stemmed from the fact that she had not confirmed she had sole custody. However, we also noted that nothing on the application stated that this information was mandatory.
RESULT: After our intervention, Registrar General staff reached out to the woman directly to explain what information was missing, and allowed her to re-send her documents digitally to avoid further delays. We continue to follow up with the Registrar General’s office to ensure that application requirements are clearly communicated.
