Tēnā koe Monica,

Please find a reply on behalf of the Chief Executive of the Ministry of Social Development attached.

Nā mātou noa, nā
[email address]
Ministerial and Executive Services
Ministry of Social Development

-----Original Message-----
From: Monica <[FOI #31075 email]>
Sent: Friday, May 23, 2025 10:05 PM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - Changes on a client account

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

-------------------------------------------------------------------

This is an Official Information request made via the FYI website.

Please use this email address for all replies to this request:
[FOI #31075 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