No secrets here or direct contacts with the FRO but there is a way for you to request some information on behalf of the client which might get you some traction or further ahead than just waiting. There is an online form that must be filled out and then mailed to: Family Orders and Agreements Enforcement Assistance Unit, Family Law Assistance Services, Department of Justice Canada, 284 Wellington Street, Ottawa, Ontario K1A 0H8. This might be able to give you/client some insight into if the person has made an appeal to making payments based on loss of job, or other changes to financial circumstances (which could hold up payments).
https://www.justice.gc.ca/eng/fl-df/enforce-execution/foaeaaeoef-otherautre.html
Additionally, the client may look up their case online directly to see the status via the FRO website to get further information regarding their case. The FRO Online enables people to send questions, information and documents to their case contact as well as access real-time financial information.
https://www.froonline.mcss.gov.on.ca/#/auth/login
Another option is exploring the option of having the payments enforced (enforcement can include garnishing wages, garnishing of federal moneys ie. pension, suspend driver’s licence/passport, seize property, etc) via the Maintenance Enforcement Program (MEP). For the individual to have the support from the MEP regarding enforcement they must first have the support order or agreement from FRO registered with the program. To speak with a live agent they may call 1-800-267-4330.
https://www.justice.gc.ca/eng/fl-df/enforce-execution/pwr-pqr.html