MSD Clients Complaint Process
Sarah made this Official Information request to Ministry of Social Development
The request was partially successful.
From: Sarah
Dear Ministry of Social Development,
I would like ALL information that the MInistry of Social Development holds about the Complaint Process for MSD clients currently receive financial support and assistance.
I also have a specific interest in the Complaint Process which includes an MSD Client making a complaint using the online complaint form. I'd like full disclosure of ALL information around this way of making a complaint, from filling in the form, to the email acknowledgement, response and response times.
I'd like to get any policy, procedures and internal processes for managing, navigating and responding to MSD Clients.
I'd like ALL information on statistical information of complaints over the last five years, of anyone who has identified as being a disabled persons, which is available to the general public (not interested in any personal information of MSD clients or staff)
ation on statistical information of complaints over the last five years, of anyone within the South Auckland region which is available to the general public (not interested in any personal information of MSD clients or staff)
Yours faithfully,
Supported Living Beneficiary/Disabled persons
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Sarah,
Thank you for your email received 27 May 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
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #22929 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://fyi.org.nz/change_request/new?bo...
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
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
Kia ora Sarah
Thank you for your below request for information. After liaising internally, we are seeking to refine three parts of your request.
In particular, you have requested that you would like any policy, procedures and internal processes for managing, navigating and responding to MSD Clients. This part of your request lacks due particularity. In its current format, it will likely be refused under section 18(f) of the Official Information Act (1982), as it would require substantial manual collation.
Secondly, the part of your request that seeks all statistical information on complaints over the last five years of anyone within the South Auckland region which is available to the general public, we can provide this information at the broader Auckland region level, but we are not able to breakdown the data to the South Auckland area level. Can you please confirm whether you are prepared to accept the broader Auckland region level to respond to this part of your request?
Thirdly, do you want StudyLink related complaint information considered as part of your request?
Thank you for considering the refinement of these three parts of your request.
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: Sarah <[FOI #22929 email]>
Sent: Saturday, 27 May 2023 11:29 AM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - MSD Clients Complaint Process
Dear Ministry of Social Development,
I would like ALL information that the MInistry of Social Development holds about the Complaint Process for MSD clients currently receive financial support and assistance.
I also have a specific interest in the Complaint Process which includes an MSD Client making a complaint using the online complaint form. I'd like full disclosure of ALL information around this way of making a complaint, from filling in the form, to the email acknowledgement, response and response times.
I'd like to get any policy, procedures and internal processes for managing, navigating and responding to MSD Clients.
I'd like ALL information on statistical information of complaints over the last five years, of anyone who has identified as being a disabled persons, which is available to the general public (not interested in any personal information of MSD clients or staff)
ation on statistical information of complaints over the last five years, of anyone within the South Auckland region which is available to the general public (not interested in any personal information of MSD clients or staff)
Yours faithfully,
Supported Living Beneficiary/Disabled persons
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #22929 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://fyi.org.nz/change_request/new?bo...
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
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
Kia ora Sarah
Following on from our below email, if we have not received a response from you by 5pm next Monday (12 June 2023), we will proceed to respond to your original request which was sent to us on 27 May 2023 with our three suggested refinements actioned as follows:
1. The part of your request that asks for any policy, procedures and internal processes for managing, navigating and responding to MSD Clients will likely be refused under section 18(f) of the Official Information Act (1982), as it would require substantial manual collation.
2. We would provide you with data at the Auckland Region level.
3. We would exclude StudyLink related complaint information.
Thank you for your request for information, we hope to hear back from you ahead of next Monday regarding the refinement of your request.
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: OIA_Requests (MSD)
Sent: Friday, 2 June 2023 4:16 pm
To: [FOI #22929 email]
Subject: RE: Official Information request - MSD Clients Complaint Process
Kia ora Sarah
Thank you for your below request for information. After liaising internally, we are seeking to refine three parts of your request.
In particular, you have requested that you would like any policy, procedures and internal processes for managing, navigating and responding to MSD Clients. This part of your request lacks due particularity. In its current format, it will likely be refused under section 18(f) of the Official Information Act (1982), as it would require substantial manual collation.
Secondly, the part of your request that seeks all statistical information on complaints over the last five years of anyone within the South Auckland region which is available to the general public, we can provide this information at the broader Auckland region level, but we are not able to breakdown the data to the South Auckland area level. Can you please confirm whether you are prepared to accept the broader Auckland region level to respond to this part of your request?
Thirdly, do you want StudyLink related complaint information considered as part of your request?
Thank you for considering the refinement of these three parts of your request.
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: Sarah <[FOI #22929 email]>
Sent: Saturday, 27 May 2023 11:29 AM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - MSD Clients Complaint Process
Dear Ministry of Social Development,
I would like ALL information that the MInistry of Social Development holds about the Complaint Process for MSD clients currently receive financial support and assistance.
I also have a specific interest in the Complaint Process which includes an MSD Client making a complaint using the online complaint form. I'd like full disclosure of ALL information around this way of making a complaint, from filling in the form, to the email acknowledgement, response and response times.
I'd like to get any policy, procedures and internal processes for managing, navigating and responding to MSD Clients.
I'd like ALL information on statistical information of complaints over the last five years, of anyone who has identified as being a disabled persons, which is available to the general public (not interested in any personal information of MSD clients or staff)
ation on statistical information of complaints over the last five years, of anyone within the South Auckland region which is available to the general public (not interested in any personal information of MSD clients or staff)
Yours faithfully,
Supported Living Beneficiary/Disabled persons
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #22929 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://fyi.org.nz/change_request/new?bo...
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
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: Sarah
Dear OIA_Requests (MSD),
To ensure that Ministry of Social Development doesn't refuse this part of my request under under section 18(f) of the Official Information Act (1982), as it would require substantial manual collation, then can MSD please provide a reasonable request under a format in which MSD would comply to my request. I think New Zealander's should be able to access public information about a government agency's complaint policy.
I will accept statistical information at a broader Auckland region, however I find it to be odd that a government agency can't breakdown a chart of information into different areas of Auckland, and be able to provide this information publicly. How does the Ministry of Social Development then identify areas of improvement if you can't breakdown data of each region within Auckland.
Yours sincerely,
Sarah
From: OIA_Requests (MSD)
Ministry of Social Development
Thank you for getting back to us Sarah, and for your patience. There are two matters that we are seeking your preference on please:
1. Can you please confirm whether you would prefer the last five years to be defined by Financial Year (ie between 1 July 2018 & 31 May 2023), or by Calendar Year (ie between 1 Jan 2018 & 31 May 2023)?
2. We will continue to exclude the StudyLink population, please let us know if you want this population included.
Regarding your points below. In the context of complaint related information, the surrounding parts of your request capture the relevant information that you are seeking. Unfortunately we are unable to provide a suggested refinement for a broad request that seeks any policy, procedures and internal processes for managing, navigating and responding to MSD Clients.
Thanks for consenting to refine your request to the broader Auckland Region.
And again, thank you for considering the refinement of your request. We will wait to hear from you regarding the two matters above.
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: Sarah <[FOI #22929 email]>
Sent: Friday, 9 June 2023 12:44 pm
To: OIA_Requests (MSD) <[MSD request email]>
Subject: RE: Official Information request - MSD Clients Complaint Process
Dear OIA_Requests (MSD),
To ensure that Ministry of Social Development doesn't refuse this part of my request under under section 18(f) of the Official Information Act (1982), as it would require substantial manual collation, then can MSD please provide a reasonable request under a format in which MSD would comply to my request. I think New Zealander's should be able to access public information about a government agency's complaint policy.
I will accept statistical information at a broader Auckland region, however I find it to be odd that a government agency can't breakdown a chart of information into different areas of Auckland, and be able to provide this information publicly. How does the Ministry of Social Development then identify areas of improvement if you can't breakdown data of each region within Auckland.
Yours sincerely,
Sarah
-----Original Message-----
Kia ora Sarah
Following on from our below email, if we have not received a response from you by 5pm next Monday (12 June 2023), we will proceed to respond to your original request which was sent to us on 27 May 2023 with our three suggested refinements actioned as follows:
1. The part of your request that asks for any policy, procedures and internal processes for managing, navigating and responding to MSD Clients will likely be refused under section 18(f) of the Official Information Act (1982), as it would require substantial manual collation.
2. We would provide you with data at the Auckland Region level.
3. We would exclude StudyLink related complaint information.
Thank you for your request for information, we hope to hear back from you ahead of next Monday regarding the refinement of your request.
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
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #22929 email]
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
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: Sarah
Dear OIA_Requests (MSD),
Then unfortunately you leave me no choice but to make a complaint against the Ministry of Social Developmet with the Ombudsman for not providing any information around the complaints process. I am not asking for an internal complaints process in which staff make complaints against each other or the employer. I've asked for a complaints policy that the Ministry of Social Development Clients use, when making complaints against MSD for service issues. I don't understand how other government agencies such as ACC are more willing to provide a complaints process, and this government organisation is showing an unwillingness to do so. What do you have to hide MSD? obviously there is information that this office is not wanting the general public be have, and as you supply hundreds of thousands of people in this country with financial support, I believe that it is reasonable to make such a request. Your refusal to comply is not acceptable.
Yours sincerely,
Sarah
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Sarah
On 27 May 2023, you emailed the Ministry of Social Development (the Ministry) requesting, under the Official Information Act 1982 (the Act), the following information:
I would like ALL information that the MInistry of Social Development holds about the Complaint Process for MSD clients currently receive financial support and assistance.
I also have a specific interest in the Complaint Process which includes an MSD Client making a complaint using the online complaint form. I'd like full disclosure of ALL information around this way of making a complaint, from filling in the form, to the email acknowledgement, response and response times.
I'd like to get any policy, procedures and internal processes for managing, navigating and responding to MSD Clients.
I'd like ALL information on statistical information of complaints over the last five years, of anyone who has identified as being a disabled persons, which is available to the general public (not interested in any personal information of MSD clients or staff)
ation on statistical information of complaints over the last five years, of anyone within the South Auckland region which is available to the general public (not interested in any personal information of MSD clients or staff)
This email is to advise you that the Ministry requires more time to respond to this request. In accordance with section 15(1) and 15A of the Act, the Ministry’s decision will be with you no later than 30 July 2023.
The reason for the extension is that further consultations are necessary in order for us to make a decision on the request.
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 http://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 [MSD request email].
Ngā 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: Sarah <[FOI #22929 email]>
Sent: Saturday, 27 May 2023 11:29 AM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - MSD Clients Complaint Process
Dear Ministry of Social Development,
I would like ALL information that the MInistry of Social Development holds about the Complaint Process for MSD clients currently receive financial support and assistance.
I also have a specific interest in the Complaint Process which includes an MSD Client making a complaint using the online complaint form. I'd like full disclosure of ALL information around this way of making a complaint, from filling in the form, to the email acknowledgement, response and response times.
I'd like to get any policy, procedures and internal processes for managing, navigating and responding to MSD Clients.
I'd like ALL information on statistical information of complaints over the last five years, of anyone who has identified as being a disabled persons, which is available to the general public (not interested in any personal information of MSD clients or staff)
ation on statistical information of complaints over the last five years, of anyone within the South Auckland region which is available to the general public (not interested in any personal information of MSD clients or staff)
Yours faithfully,
Supported Living Beneficiary/Disabled persons
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #22929 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://fyi.org.nz/change_request/new?bo...
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
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
image001.jpg
1K
Download
1of2 OIA response for Sarah.pdf
2.0M
Download
View as HTML
2of2 Appendix Two.xlsx
10K
Download
View as HTML
Kia ora Sarah
Please find attached the Ministry’s response to your Official Information
Act request.
Yours sincerely
Ministerial & Executive Services
Ministerial & 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.
-------------------------------
From: Sarah
Dear OIA_Requests (MSD),
Thankyou for taking the time to respond, I am satisfied with the information you have provided. I will not proceed with a complaint with the Ombudsman, in regards to seeking any further clarification of this OIR request.
Yours sincerely,
Sarah
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