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can NEVER get through to NAS phone HELPLINE.

another1

this is a direct complaint to the NAS about the phone line.

WE CAN NEVER GET THROUGH.

as i write this, ive been on the phone over 3 hours, called over 100 times, calling continiously. i still cant get through.

this is not a helpline, its a pisstake. this is not a suitable way to treat sutistic people who hvae dificulties with phones anyway. 

there never used to be a problem with the older system.

please try calling the helpline yourselves and see how long it takes you to get through.

please dont say 'your call will be handelled shortly' because its clearly untrue if i cant get through after 100+ calls over 3 hours.

Parents
  • Hiya!
    I am sorry to hear that you have been unable to speak to a NAS Autism Helpline advisor recently. It sounds like it has been, not only time consuming for you, but also a frustrating experience and for this I apologise. However, as the NAS is a charity, the Helpline is dependent on donations and therefore our resources are limited.  Although the Helpline advisors are knowledgeable and skilled at answering a wide range of enquiries, we are a relatively small team and, yes, unfortunately the demand for our service often exceeds our capacity to respond. There are a number of advisors available throughout the day from 10am-4pm - more at peak times - but if you continue to experience difficulty getting through, then an alternative is to make your enquiry on line, using the form on this page: https://www.autism.org.uk/Our-services/Advice-and-information-services/Autism-Helpline/Helpline-enquiry-service.aspx
    We aim to provide a tailored response by email to your enquiry within 3 weeks, which, thanks to a number of improvements that we have made recently, is far quicker than six months ago.
    Your comments about the message that you hear whilst you are waiting to get through to an advisor are useful: 'your call will be handled shortly', as you say, may give a misleading impression and this is something that we will be looking at.
    Thank you for your feedback and I hope that your next experience of contacting the Autism Helpline is more positive - either by talking to an advisor, or by using the online enquiry form.
    Take care...

    Avi
    Moderator 
Reply
  • Hiya!
    I am sorry to hear that you have been unable to speak to a NAS Autism Helpline advisor recently. It sounds like it has been, not only time consuming for you, but also a frustrating experience and for this I apologise. However, as the NAS is a charity, the Helpline is dependent on donations and therefore our resources are limited.  Although the Helpline advisors are knowledgeable and skilled at answering a wide range of enquiries, we are a relatively small team and, yes, unfortunately the demand for our service often exceeds our capacity to respond. There are a number of advisors available throughout the day from 10am-4pm - more at peak times - but if you continue to experience difficulty getting through, then an alternative is to make your enquiry on line, using the form on this page: https://www.autism.org.uk/Our-services/Advice-and-information-services/Autism-Helpline/Helpline-enquiry-service.aspx
    We aim to provide a tailored response by email to your enquiry within 3 weeks, which, thanks to a number of improvements that we have made recently, is far quicker than six months ago.
    Your comments about the message that you hear whilst you are waiting to get through to an advisor are useful: 'your call will be handled shortly', as you say, may give a misleading impression and this is something that we will be looking at.
    Thank you for your feedback and I hope that your next experience of contacting the Autism Helpline is more positive - either by talking to an advisor, or by using the online enquiry form.
    Take care...

    Avi
    Moderator 
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