PIP1 form fiasco

Oh my word!
I have just had a long conversation with a very disgruntled call centre person. She started off bright and breezy but when I said I wanted to start my son's DLA to PIP claim by using the PIP1 form instead of the phone, there was a lot of opposition. In fact she said 'We don't do that here'
I stuck to my guns, explaining that although I am his appointee I find it best to support him by having the forms so I can sit down with him and go through so he understands what is happening. She was adamant that as his appointee I could just give her the information by phone.
I understand I could, but that cuts him out and as this process is about him, I want him to be included.
There was much consulting with 'specialists' and the emphasis then was on how this would delay the claim. There was much wrong information on when the PIP1 form needed to be received to start the claim - thankfully I had the B&W guide in front of me. I kept asking her to clarify the dates but she couldn't.

I have recorded the phone call although I am not sure if it is the DWP who answer the phones or ATOS or CAPITA - she said she was at the Bolton centre (Lancs/Greater Manchester).

I know that there is just basic information on the PIP1 but it became a point of principle not to have my son remain unseen in this process simply because I speak for him. He has a right to take part in whatever way he can, even if it is understanding why they want this information.
Eventually she said she could 'override' the embargo on the paper forms, but only with a certain spiteful tone that this would mean the claim would in all probability be delayed. She also pointed out that she could have done the interview in the time it had taken for this conversation. She still didn't get it that it was about record keeping to assist my son in his understanding so that he can become familiar with this process.

I have a feeling his file is now marked with a skull and crossbones

I think we both had to go and have a lie down by the end.

If you have the strength you could make a complaint at the way you were harrassed and intimidated into doing it by phone when you wanted to exercise your legitimate right to fill in the form.
It is wrong that they behave this way and a less determined person might have given up even though it was not what they wanted.
Good on you.
Shame on them.

Thanks for that. Yes I am one determined and grizzled old bear when it comes to the DWP!

I have been claiming DLA for my son since he was born - he's now 18 - and I have been very successful in the past, but only by sheer determination to get what is rightly available to him. He has no hope of doing this himself. That's not to say I don't quake at the sight of the dreaded brown envelope, but I bombard them with so much evidence that I think they just give in.
I am hoping to use his DLA evidence as that was only renewed in January this year.

I have to say I have used the B&W guides each time and never fail to pick up a new nuance to use - they help me think in a different way because everything has become our 'normal'.

As for complaining, I'll save my energy for the fight ahead. She was just a young person following a script who wasn't expecting someone who steadfastly but politely pointed out why her information was wrong. I think I would hate to have to answer the phone to me too!