Printed from https://fyi.org.nz/request/31175-call-center-staff?unfold=1 on July 18, 2025 08:00

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Call Center Staff

Monica made this Official Information request to Ministry of Social Development

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From: Monica

Dear Ministry of Social Development,

Are Call center staff allowed to hang up on clients (outside of being abused by clients) ?

Are Call center staff trained to write notes in file about every call they take from MSD clients? regardless of if the call is deemed short or nothing was required of the client?

Yours faithfully,

Monica

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From: Info (MSD)
Ministry of Social Development

Attachment Official Information request Call Center Staff.txt
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Attachment Response to Monica.pdf
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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 <[email address]>
Sent: Monday, June 2, 2025 6:52 AM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - Who handles complaints?

Dear Ministry of Social Development,

Who is responsible for complaints within MSD?

What or who are the assigned appropriate business units within the Ministry to have complaints escalated accordingly?
Does the " appropriate business units" have a unit name?

Could all complaints be directed to the "appropriate business units"?

Yours faithfully,

Monica

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