For this to have any real effect, we need to be consistently submitting complaints. The issue is numbers. Accessibility will always be niche, so even if just 10, 20, or 100 of us are sending feedback regularly, it could still make a difference. But sending one message and forgetting about it won’t help. Ideally, each of us should submit at least one enquiry every few months.
Their chatbot seems to be AI-based now, but that doesn’t really matter. I asked for my message to be passed on to the team, otherwise I suspect it goes nowhere. I also sent an email. I’ve set a reminder to message them every month through both email and chat. With AI, I might be able to automate this so it sends a message and starts a chat with different wording each time to make it feel like a new enquiry.
If they agree to escalate it, they’ll give you a case reference number. You need to ask for it directly (see attached picture).
