Caught in the web

A woman complained to us that the Registrar General’s website froze when she was in the midst of applying for death certificates for two family members. She went back to the website and filed the application, and alerted the Registrar General of this – but she wound up being charged for two applications. We suggested several ways Registrar General officials could address this issue, including staff training, clearer instructions on the website, and warnings to customers not to send duplicate applications.