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Practical guide

Talking to the counter or telephone: what to say, in what order

Many procedures fail not because a document is missing, but because the request was unclear at reception. Here is the conversation in order, with exact sentences for obtaining an acknowledgement of receipt and responding to a refusal.

Before you start

  • A sheet and a pen: you will note the date, time and name of the person who receives you.
  • Your documents, placed in the order that you take them out.
  • A prepared sentence stating what you are asking for; you will find it in step 2.
  • If possible, bring someone with you: an application often goes more smoothly when two people present it.

The steps, in order

  1. What to know firstCall before travelling there when possible: reception hours change, and finding a closed door can cost you a whole day.

    Before entering, or before dialing the number

    Before contacting the service, take paper and a pen. Write down 3 things: the date and time, the name of the person who receives or answers you, and what they ask you to bring. Those 3 lines are more reliable than memory if you later need to prove that you contacted the service.

  2. The first sentence, at the reception

    Say hello, then state your request in one sentence without telling your whole story. Reception only needs enough information to direct you to the right person. Say: "Hello. I am here to apply for assistance from this service."

  3. Say why, in one sentence

    Give one reason, the main reason, in simple words. You do not have to justify yourself or apologise: asking for help is a right, not a favour. If someone interrupts you, let them finish and then repeat your sentence unchanged. Say: "This is my situation today, and that is why I am making this request."

  4. What to know firstA missing document does not allow anyone to refuse to register your application. It is the date of registration that makes your deadlines run, not the date of the complete file.

    Show your documents, one by one

    Take out your documents one at a time, name each one aloud and keep hold of it while a copy is made. Never leave an original without a written receipt. If something is missing, say so; an incomplete application must still be registered. Say: "These are the documents I have. I will bring the missing ones later."

  5. What to know firstDo not leave the counter without this document. If the acknowledgement of receipt cannot be issued immediately, ask how and when you will receive it, and note the answer and the person's name.

    Request acknowledgement — exact sentence

    This is the most important point in the conversation. The acknowledgement of receipt is the dated document proving that your application exists. Without it, the application has not officially started and no deadline is running. Ask calmly and wait until you have it. Say: "Could you register my application today and give me a dated acknowledgement of receipt, please?"

  6. What to know first"Quickly" is not a deadline. Ask for a range, such as "between this date and that date", and write it down exactly.

    Write down the next steps before leaving

    Repeat and write down 4 things: what is missing, how to submit it, who is handling your case and when the answer is due. Read your notes aloud so that any misunderstanding can be corrected while the person is still there. Say: "To confirm: this is what I must provide, this is the person I should contact, and I will receive an answer within this period. Is that correct?"

  7. What to know firstDo not accept a verbal "no" as the only answer: it cannot be appealed. A written refusal stating the reasons allows you to appeal.

    If you are refused to receive or register the application

    This can happen and does not mean that you are at fault. Stay calm and polite. Ask for the person's name, ask to speak to a supervisor and request the refusal IN WRITING; an unwritten refusal does not exist. If that changes nothing, leave, note the time and name, and return with support. A social service, association, public writer or the free Legal Aid Office can accompany you. The same request often succeeds when two people present it. Say: "I am asking for my application to be registered today. If you refuse, could you give me the refusal and its reasons in writing, please?"

This guide offers guidance, never legal advice. Practice differs from one commune to another: call before you go. If you are in immediate danger, call 112.