Delays

Liz made this Official Information request to Ministry of Social Development

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From: Liz

Dear Ministry of Social Development,

Under the Official Information Act 1982 (the Act) I would like to request the policies,
processes, decision/Information papers and/or guidance documents:

Where it states it is acceptable for MSD staff to:

- refer sick female with no transport or money who is seeking emergency accommodation to a homeless shelter (not funded by MSD).
- Tell people who call for emergency food grants to contact a food bank rather than providing emergency food support.

- Information regarding why MSD no longer respond to request for book face-to-face appointments, via your website, mymsd, email or by phone. I note that the call centre person stated it was COVID related, we are not in lockdown so why are appointments still not occuring.

three times in the last month I rang the call centre and I was waiting for over 45mins at time over an hour for a representative.
Please provide data on the number of calls which waited over 45-59 minutes, greater than 1 hour by month for the last 3 years. If available please provide this by region, ethnicity, age.

- Information on your call back process i.e the whereby staff will only call three times and if there is no response they will no longer progress your application. Information as to why staff won't pre-book teleconferencing times or notify the client in advance that a call will be between certain hours. I note a missed call can include a staff member calling for just one ring and hanging up,

- Data on how many active applications you have requesting support or a benefit that have exceeded a 8 week waiting time or longer. Please include date application received, type of benefit/support they are seeking(benefit type), region, ethnicity (Maori, Pacifica, Asian, NZ European, Other), age, gender, partnership status)

- Data on the number of applications that took longer than 8 weeks to process for the last 3 years. (year, type of benefit/support they sought, region, ethnicity (Maori, Pacifica, Asian, NZ European, Other), age, gender, partnership status)

Yours faithfully,
Liz

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From: OIA_Requests (MSD)
Ministry of Social Development

Tçnâ koe Liz,

Thank you for your email received 29th April 2021, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond. You can expect a decision as soon as reasonably practicable, and in any case not later than 20 working days after the day on which the request was received.

The information you have requested will likely contain Ministry employee names and contact details. We need to consult relevant Ministry employees before deciding whether we can release this information to you, and this will take additional time and effort.

If you do not need the names of Ministry employees who are below tier 4 and/or who are not decision-makers, please advise us as soon as possible and we will treat your request as amended accordingly. 

In any event, the Ministry will make and communicate to you a decision on your request as soon as reasonably practicable, and within the statutory maximum time limits – including the extension of time limits (Section 15A of the Act). 

Nâ mâtou noa, nâ

Official and Parliamentary Information team   |  Ministerial and Executive Services
Ministry of Social Development

Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mâtou he whakamana tangata kia tû haumaru, kia tû kaha, kia tû motuhake

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From: OIA_Requests (MSD)
Ministry of Social Development

Tçnâ koe Liz,

Thank you for your email received 29th April 2021, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond. You can expect a decision as soon as reasonably practicable, and in any case not later than 20 working days after the day on which the request was received.

The information you have requested will likely contain Ministry employee names and contact details. We need to consult relevant Ministry employees before deciding whether we can release this information to you, and this will take additional time and effort.

If you do not need the names of Ministry employees who are below tier 4 and/or who are not decision-makers, please advise us as soon as possible and we will treat your request as amended accordingly.

In any event, the Ministry will make and communicate to you a decision on your request as soon as reasonably practicable, and within the statutory maximum time limits – including the extension of time limits (Section 15A of the Act).

Nâ mâtou noa, nâ

Official and Parliamentary Information team | Ministerial and Executive Services Ministry of Social Development

Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent Ko ta mâtou he whakamana tangata kia tû haumaru, kia tû kaha, kia tû motuhake

show quoted sections

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From: Liz

Dear OIA_Requests (MSD),

Thank you for your email, I note that staff names are not necessary and can be omitted.

Yours sincerely,

Liz

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