OIA Decision letter M.R.M.pdf

20 November 2025

M.R.M
[FYI request #31929 email]

Tēnā koe M.R.M,

Official Information Act Request
Thank you for your email of 26 October 2025, requesting information about the
Orphans Benefit/Unsupported Childs Benefit application process and copies of
Doogle pages included as links in your previous request.
I have considered your request under the Official Information Act 1982 (the Act).
Please find my decision on each part of your request set out separately below.
I have attached the Doogle pages outlined in Appendix One that were hyperlinked
in the ‘Orphans Benefit and Unsupported Child’s Benefit Procedures’ and
‘Unsupported Childs Benefit Case Manager guidelines for interviews’  documents
released to you in your previous request.
Please note that some of the links contained in these documents lead to the
Ministry’s internal version of the Manuals and Procedures website which is
identical to the public version. The documents and links in the Appendix are
provided in order of when they appear in the two documents, starting with the
‘Orphan’s Benefit and Unsupported Child’s Benefit Procedures’ document
This can be found linked here: www.workandincome.govt.nz/map/. I have linked
these pages below instead of providing them in a pdf format.
In relation to Task 3. “New Application appointment” reads; “UCB only: if
the child is aged 14+ please encourage the client to bring them to the
appointment as they’ll both need to sign the UCB interview sheet.”  I
understand this to mean that there is nothing in law that says a UCB
applicant “must” bring the child who is the subject of the application with
them to the appointment.  Please can you confirm or deny this, and also
provide me with a copy or copies of the relevant internal policy or similar
document/s. In addition, it is possible / permissible for a UCB applicant to
be e-mailed or posted a blank UCB interview sheet for completion by them
at their home, then have the child who is the subject of the application sign
it there, and subsequently have the applicant bring the completed and
signed form to the appointment?  Again, please also provide me with a copy
or copies of the relevant policy or similar document/s.

The Aurora Centre, 56 The Terrace, PO Box 1556, Wellington
– Telephone 04-916 3300 – Facsimile 04-918 0099

Unsupported Child Benefit (UCB) is considered a main benefit. The requirement to
attend a face-to face appointment, is part of the application process. The Ministry
has an obligation to investigate applications including the person’s eligibility for
any assistance. A discussion at a face-to-face appointment ensures the Ministry is
interviewing the correct person.
The Ministry also has a responsibility to consider all a client’s needs and whether
there are any risks to children or young people in the care of a caregiver, which is
why a child or young person is requested to attend the UCB application. The
requirement that a child over 14 who is included in an application for UCB is not
set out in legislation.
In relation to Task 4. “Complete the Request Screen” reads as follows:
•      Note the request screen
•      Verbally advise the client of the 20 working day rule
Don’t send the request letter (unless the client requests the letter or you
have not advised the 20 working day rule).
Please provide me with the following information related to an application
for UCB;:
1.      What is the meaning of a “request”?
2.      What is the purpose of a “request”?
3.      What is the “20 working day rule”?
4.      How could it happen that a client is not verbally advised of the “20
working day rule”?
5.    Is there an alternative way to advise a client – other than verbally –
of the “20 day working rule”
6.      How important is the “20 day working rule” to a client’s application
being granted or declined?
7.      Is it possible for a client’s application to “lapse” if they have not been
verbally advised of the “20 working day rule”
8.      Is it possible for a client’s application to “lapse” if they have not been
advised – other than verbally – of the “20 working day rule”
9.      Why should a “request letter” not be sent to a client unless they
request it?
10.     How would a client know to request a “request letter” if they are not
told they can or must request a “request letter”?
The request screen records a clients request for financial assistance. It is a initial
record of a request for financial support and saves the date of this initial contact
which is then used as the starting point for any payments the client may be
deemed eligible for.
The 20-working day rule is covered both on the Manuals and Procedures website
(linked above) and within the Social Security Regulations 2018 Section 166 (3)(a).
An application form and any supporting evidence must be provided by the client
and received by the Ministry within 20-working days days after the clients first
contact or the application will lapse. This period can be extended if there is a good

and sufficient reason for not being able to provide any documents required.
However, there is no discretion to extend the 20-working  day  period  when
completing assigned pre-benefit activities.
Clients are advised of the 20-working day rule verbally if they ring the Ministry
otherwise it is stated on the Ministry website under the general information
contained under each main benefit page (for example it is stated here
www.workandincome.govt.nz/products/a-z-benefits/unsupported-childs-
benefit.html under the How to Apply tab). Potentially a client may not be informed
about the 20-working day rule if they bring in all necessary documentation and
information relating to their benefit application during their appointment.
A request letter is a letter which informs a client that further information is needed
to complete their application for financial assistance and will detail what
information is still outstanding. A client may request how they receive this letter
with the two options being a physical letter sent by post or it may be uploaded to
MyMSD.
A client does not need to request this letter for one to be sent. Alternatively, a
case manager may opt to phone a client and discuss the outstanding information
required if this is the preferred method of contact as stated by a client.
I will be publishing this decision letter, with your personal details deleted, on the
Ministry’s website in due course.
If you wish to discuss this response with us, please feel free to contact
[MSD request email].
If you are not satisfied with my decision on your request, you have the right to
seek an investigation and review by the Ombudsman. Information about how to
make a complaint is available at www.ombudsman.parliament.nz or 0800 802 602.
Ngā mihi nui
pp.

Anna Graham
General Manager
Ministerial and Executive Services

Appendix: