wait times on MSD contact phone number

James McNutt made this Official Information request to Ministry of Social Development

Currently waiting for a response from Ministry of Social Development, they must respond promptly and normally no later than (details and exceptions).

From: James McNutt

Dear Ministry of Social Development,

I have recently become a client of WINZ/MSD. This is an extremely complicated system for those who do not have experience of it.

I have frequently needed to speak with MSD to resolve issues or find next steps. It has been my experience that it can take more than 45 minutes to get a response.

On Friday afternoon it is pointless to call. I have never had a call answered.

I would like some stats on typical and average waiting times on this number.

When I have gotten a response I've been told I need to talk to a case manager and will be forwarded. When that case manager fails to answer the call is terminated leaving me to redial MSD and wait again. What is the policy of the person on the help desk when the call they are forwarding fails?

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