Simone Ritzer, 33, had arranged maternity care, including the allocated number of hours and a caregiver for shortly after the birth of her first child, Leonardo. Shortly after the birth, she was told that no caregiver was available and that the care would instead be provided through an e-consult.

The situation left Ritzer frustrated. The maternity-care organization appeared not to have formally breached its arrangements, despite the lack of in-person care.