Dear Ministry of Social Development,

Are there guideline / processes surrounding case managers making changes to msd client information, regarding the following:

Can a case manager cancel a redirection of benefit without advising the client or making contact with the client?

If there are notes left by the case manager that has made these changes indicate that another staff member was to contact the client to advise of these changes and this has not been actioned - who's fault or responsibility does this fall on?
(depending on the answer from the first question)

In an instance that changes have been made without client knowledge or approval, and the changes that were made by a case manager creates a significant impact on the client's financial situation (ie: financial hardship)
who is responsible to correct the situation?

Yours faithfully,

Monica