Total number of StudyLink phone operators and statistics general study link calls received.
Tyran Kody made this Official Information request to Ministry of Social Development
The request was partially successful.
From: Tyran Kody
Dear Ministry of Social Development,
I kindly request the following information:
1. The number of StudyLink employees which act as phone operators that answer enquiries.
2. The number of calls in which are received by StudyLink, however go unanswered by an operator.
3. What percentage per day, for the past 28 days, have StudyLinks automatic answer machine that disconnects the call due to "high volume of calls" been active?
4. What the standard response time for applications for Student Allowance, Student Loans, and Jobseeker Support - Student Hardship has been for the past 4 months (November to February)
Kind regards,
Tyran Sharpe
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Tyran Sharpe,
Thank you for your email received 10 March 2023, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond.
Ngā manaakitanga,
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 mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-----Original Message-----
From: Tyran Kody <[FOI #22055 email]>
Sent: Friday, 10 March 2023 11:13 AM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - Total number of StudyLink phone operators and statistics general study link calls received.
Dear Ministry of Social Development,
I kindly request the following information:
1. The number of StudyLink employees which act as phone operators that answer enquiries.
2. The number of calls in which are received by StudyLink, however go unanswered by an operator.
3. What percentage per day, for the past 28 days, have StudyLinks automatic answer machine that disconnects the call due to "high volume of calls" been active?
4. What the standard response time for applications for Student Allowance, Student Loans, and Jobseeker Support - Student Hardship has been for the past 4 months (November to February)
Kind regards,
Tyran Sharpe
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #22055 email]
Is [MSD request email] the wrong address for Official Information requests to Ministry of Social Development? If so, please contact us using this form:
https://aus01.safelinks.protection.outlo...
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://aus01.safelinks.protection.outlo...
If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.
-------------------------------------------------------------------
-------------------------------
This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
-------------------------------
hide quoted sections
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Tyran Sharpe
With regard to your request below, specifically question 4 in which you ask:
4. What the standard response time for applications for Student Allowance, Student Loans, and Jobseeker Support - Student Hardship has been for the past 4 months (November to February)
I have discussed your question with our relevant business unit and we would like clarification from you please, about what you are seeking specifically.
Are you asking how long it takes StudyLink to finalise an application for Student Allowance, Student Loan and Jobseeker Support Student Hardship (JSSH) for the months of November 2022 to February 2023?
Are you asking how long it takes for StudyLink to acknowledge receipt of a person's application for Student Allowance, Student Loan, JSSH, by hard copy application and/or by online application.
Is there anything else you can add to clarify your request?
Will you please note that the 20 working days for the Ministry to answer your requests is re-calculated from the day we receive your refinement.
Thank you
Nga mihi
Official and Parliamentary Information Team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to be safe, strong and independent
Manaaki Tangata, Manaaki Whānau
-----Original Message-----
From: Tyran Kody <[FOI #22055 email]>
Sent: Friday, 10 March 2023 11:13 AM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - Total number of StudyLink phone operators and statistics general study link calls received.
Dear Ministry of Social Development,
I kindly request the following information:
1. The number of StudyLink employees which act as phone operators that answer enquiries.
2. The number of calls in which are received by StudyLink, however go unanswered by an operator.
3. What percentage per day, for the past 28 days, have StudyLinks automatic answer machine that disconnects the call due to "high volume of calls" been active?
4. What the standard response time for applications for Student Allowance, Student Loans, and Jobseeker Support - Student Hardship has been for the past 4 months (November to February)
Kind regards,
Tyran Sharpe
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #22055 email]
Is [MSD request email] the wrong address for Official Information requests to Ministry of Social Development? If so, please contact us using this form:
https://aus01.safelinks.protection.outlo...
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://aus01.safelinks.protection.outlo...
If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.
-------------------------------------------------------------------
-------------------------------
This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
-------------------------------
hide quoted sections
From: Tyran Kody
Dear OIA_Requests (MSD),
In response to your clarification request, I will request the following
How long does it take for StudyLink to finalise an application for Student Allowance, Student Loan and Jobseeker Support Student Hardship (JSSH) for the months of November 2022 to February 2023.
I will also request this as a further question:
How long does it take for StudyLink to acknowledge receipt of a person's application for Student Allowance, Student Loan, JSSH, by hard copy application and by online application.
Yours sincerely,
Tyran Kody
From: Pia Wihapi
Ministry of Social Development
Tçnâ koe Tyran Sharpe
We are writing to you regarding your request for information about Student
Allowances, Student Loans and Jobseeker Support Student Hardship
assistance. This letter is to advise you that, regrettably, the Ministry
requires more time to respond to your request. In accordance with sections
15A(1)(b) and 15(2) of the Official Information Act, the Ministry’s
decision will be with you no later than Friday 5 May 2023.
The reason for the extension is that consultations necessary to make a
decision on the request are such that a proper response to the request
cannot reasonably be made within the original time limit.
You have the right to seek an investigation and review by the Ombudsman of
this decision. Information about how to make a complaint is available at
[1]www.ombudsman.parliament.nz or 0800 802 602.
If you wish to discuss any aspect of your request with us, including this
decision, please feel free to contact [2][MSD request email]
We apologise for the day and we will respond to you sooner if we are able
to.
Ngâ mihi,
Official and Parliamentary Information Team | Ministerial and
Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to be safe, strong and independent
Manaaki Tangata, Manaaki Whânau
------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------
References
Visible links
1. http://www.ombudsman.parliament.nz/
2. mailto:[MSD request email]
From: OIA_Requests (MSD)
Ministry of Social Development
Tçnâ koe Tyran Sharpe
Please find attached the Ministry’s response to your Official Information
Act request.
Nâ mâtou noa, nâ
Official and Parliamentary Information Team | Ministerial and
Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to be safe, strong and independent
Manaaki Tangata, Manaaki Whânau
------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------
Things to do with this request
- Add an annotation (to help the requester or others)
- Download a zip file of all correspondence
Offensive? Unsuitable?
Requests for personal information and vexatious requests are not considered valid requests for Official Information (read more).
If you believe this request is not suitable, you can report it for attention by the site administrators
Report this request