FAQs

FAQs
Can you provide a BSL interpreter for deaf people and those with hearing loss or tinnitus?
  • Yes, there is no cost for you to use this service but you will need to tell us in advance so we can arrange it.
Are your offices Wheelchair accessible?
  • Yes, in Portland Buildings our main reception area and advice rooms are accessible. We do not have accessible toilets on site but have access to disabled facilities close by. There is a lift in Cwmbran library and accessible toilets. There is wheelchair access in Blaenavon Resource Centre
What if English isn’t my first language?
  • We have Welsh language advisers available
  • We have access to a translating service that we are able to use for most other languages – there is no cost for you when we use this service
Can I be advised in Welsh?
  • We have Welsh language advisers available face to face and via the phone. To arrange an appointment with a Welsh language adviser please contact our office line on 01633 876121 option 2
  • We provide bilingual posters and leaflets and can provide other communication in Welsh as requested
What if I am late to my appointment or I miss my appointment?
  • If you are going to be late please contact 01633 876121 option 2, we will hold the appointment slot for 15 minutes. After this amount of time we will need to rearrange the appointment as we would be unlikely to cover all the advice during a shortened session. Even if you arrive within 15 minutes after the scheduled appointment time, we may still not be able to provide all of the information to you on the day and would arrange another appointment.
  • If you miss one appointment, we will contact you to make a second appointment if it is still needed, if you miss the second appointment, we will not contact you to reschedule. If a third appointment is arranged and you miss a third appointment we will not offer another appointment, you would need to seek advice via our drop in service.
What if I need to change or cancel my appointment?
What happens to my information?
  • Citizens Advice Torfaen only asks for the information it needs. We create a record of your personal information, the reason for your visit and the advice you were given. All information is treated as confidential.
  • Our Privacy Policy gives more information about how we deal with the information you give us.
Do I need to bring anything with me to my appointment?
  • Yes, any paperwork to do with your problem such as letters; court papers and bills
  • Please follow this link for a detailed list of what you should bring to your DEBT appointment
  • Please follow this link for a detailed list of what you should bring to your BENEFIT appointment
Do you have any vacancies?
  • Staff, trustee and volunteer vacancies are advertised here
  • For information about volunteering please contact our Volunteer Coordinator, Lewis Turner on 01633 973550/ lewis.turner@catorfaen.org.uk
  • If you would like to become a Trustee and would like to learn more about becoming a Trustee, please contact our Chief Officer Mal Edgson mal.edgson@catorfaen.org.uk
  • Any staff vacancies listed will have the relevant contact details for the recruiter
Will you visit me at home?
  • Home visits can be arranged in some limited circumstances. To arrange a home visit please contact 01633 876121 option 2 you will be asked questions about why you need a home visit and we will look into alternative options prior to agreeing a home visit.
What are your wait times?
  • At our drop in sessions the wait time will vary, 10am-2pm is our busiest time and you may be waiting more than 30 minutes.
  • On our advice line phone the wait times vary day to day and you will be informed of the current wait time at the start of the call
  • Wait times for appointments can be between 1-2 weeks. If there is an emergency you will be seen within 48 hours (excluding weekends)
Where are you located?
  • Our main offices are located in Pontypool and Cwmbran
    • Pontypool – Portland Buildings, Commercial Street, Pontypool, NP4 6JS
    • Cwmbran – Cwmbran Library, Gwent Square, Cwmbran, NP44 1PL
  • We offer advice from lots of different locations in Torfaen, please click here for the most up to date information
What are your opening times?
  • Our opening hours are subject to change, we are usually open between 8.30am and 4.30pm Monday to Friday in Portland Buildings and weekdays excluding Wednesday in Cwmbran library between 8.30am and 4.30pm
  • Our office phone line is staffed between 8am – 4pm with an option to leave a voicemail (option 2) outside of these hours
  • For the most up to date information on our opening hours please click here
How can I get help?
  • We can offer pre-booked face to face and telephone appointments at our main offices in Cwmbran or Pontypool or at a range of outreach locations throughout the community. To arrange an appointment please call 01633 876121 option 2 – PLEASE NOTE WE CANNOT PROVIDE ADVICE ON THIS LINE, PLEASE SEE BELOW FOR ADVICE PHONE LINE
  • We hold advice drop-in sessions in our Pontypool office Monday – Friday between 9.30am and 3pm. We hold advice drop in sessions in Cwmbran Library Monday, Tuesday, Thursday and Friday between 9.30am and 3pm and a Saturday morning between 9.30 -12.30pm
  • To obtain advice over the phone please contact 0808 278 7935. This phone line is free from landlines and mobiles. The line is open between 9am-5pm