A number of consumers requested advocacy assistance to change package providers due to dissatisfaction with matters such as poor communication, level of fees, intimidation and staffing issues.

Some consumers decided to remain with their existing provider, as with advocacy assistance they were able to resolve some of their concerns. There have been situations where consumers felt bullied and intimidated by staff and management and reluctant to raise their concerns for fear of retribution. A number of these cases resulted in the advocates accompanying consumers to meetings with providers to have their concerns addressed.