That’s Not Helpful

Summary

A user encountered difficulties with a government office's automated form submission system, which lacked clear guidance after rejecting uploaded documents and threatened forfeiture of fees for non-compliance.

Abstract

The user submitted an online request to a government office using an automated system, which initially appeared user-friendly. However, the process became challenging when the user received a notification that the uploaded documents were unacceptable without further explanation. Despite multiple attempts to rectify the issue by re-reading instructions and consulting an FAQ with conflicting advice, the user remained unsure of the correct documentation to submit. The risk of losing the application fee added to the frustration, leading to the consideration of hiring a service to manage the form submission.

Opinions

The author suspects the lack of helpful feedback is intentional, possibly to deter applications.
The instructions' warning about non-refundable fees is seen as an ominous sign.
The FAQ provided contradictory instructions, which contributed to the user's confusion and dissatisfaction.
The user feels that resorting to a paid service might be a more reliable way to ensure successful form submission.

I suspect it’s on purpose

I recently submitted an online request to a government office. The form was helpfully automated, as was the system to upload supporting documents. It all looked simple and straightforward.

I should have suspected a problem when the instructions included the ominous warning that, if your forms were not accepted, your fee would not be refunded.

They sent me an email, letting me know that I had failed to upload acceptable documentation. If I did not do so within 7 days, my application would be cancelled and my money forfeited.

They did not tell me what was unacceptable about what I uploaded. So I reread the instructions, and uploaded something different. Then I read the FAQ, with contradictory instructions, and uploaded something else.

Perhaps I should have paid a service to file the forms in the first place.