Disabled people unable to visit Work and Income Service Centres
M.R.M. made this Official Information request to Ministry of Social Development
Response to this request is delayed. By law, Ministry of Social Development should normally have responded promptly and by (details and exceptions)
From: M.R.M.
Dear Ministry of Social Development,
Where a person (who is either not yet a client of the Ministry of Social Development / a Work and Income Service Centre, or, is already a client of the Ministry of Social Development / a Work and Income Service Centre) has submitted an application for a benefit by e-mail and also by post, and has been advised by the Ministry of Social Development / a Work and Income Service Centre in response that they must attend an in person / face to face interview at a designated Work and Income Service Centre, but, they are not able to do this because of serious and disabling health reasons, I am requesting that you provide me with;
1. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. regarding how The Ministry of Social Development / a Work and Income Service Centre must deal with the disabled person to assist them in getting their application properly and timeously processed, assessed and granted or declined.
2. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. that empower and/or authorise and/or otherwise permit the Ministry of Social Development / a Work and Income Service Centre to ignore a person who has requested in writing that they be allowed to have a telephone conversation or Zoom conference call instead of attending an in person / face to face interview because of serious and disabling health reasons..
3. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. that empower and/or authorise and/or otherwise permit the Ministry of Social Development / a Work and Income Service Centre to ignore a person who has submitted a G.P.'s Medical Certificate that confirms they are "very unwell", "not able to have any appointment with" a medical professional, and, who says "I am writing this letter to request (xxx) appointment with Work and Income NZ be done as a phone call ...".
4. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. that empower and/or authorise and/or otherwise permit the Ministry of Social Development / a Work and Income Service Centre to decide that an application has "lapsed".
Yours faithfully,
M.R.M.
From: OIA_Requests (MSD)
Ministry of Social Development
IN-CONFIDENCE
Tēnā koe M.R.M.
Thank you for your two emails received 20 November 2025, under the Official Information Act 1982. We have received an additional request transferred from Whaikaha on 20 November 2025. Your request has been forwarded to the appropriate officials at National Office to respond.
The information you have requested may contain the names and contact details of our staff. Please let us know by 21 November 2025 whether you require these names and contact details. We will need to consult our staff before deciding whether we can release this information, and this will take a bit more time. If we do not hear from you, we will assume that you do not require staff names and contact details.
Ngā manaakitanga,
Official 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: M.R.M. <[FOI #32937 email]>
Sent: Thursday, 20 November 2025 12:31 pm
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - Disabled people unable to visit Work and Income Service Centres
[You don't often get email from [FOI #32937 email]. Learn why this is important at https://aka.ms/LearnAboutSenderIdentific... ]
Dear Ministry of Social Development,
Where a person (who is either not yet a client of the Ministry of Social Development / a Work and Income Service Centre, or, is already a client of the Ministry of Social Development / a Work and Income Service Centre) has submitted an application for a benefit by e-mail and also by post, and has been advised by the Ministry of Social Development / a Work and Income Service Centre in response that they must attend an in person / face to face interview at a designated Work and Income Service Centre, but, they are not able to do this because of serious and disabling health reasons, I am requesting that you provide me with;
1. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. regarding how The Ministry of Social Development / a Work and Income Service Centre must deal with the disabled person to assist them in getting their application properly and timeously processed, assessed and granted or declined.
2. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. that empower and/or authorise and/or otherwise permit the Ministry of Social Development / a Work and Income Service Centre to ignore a person who has requested in writing that they be allowed to have a telephone conversation or Zoom conference call instead of attending an in person / face to face interview because of serious and disabling health reasons..
3. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. that empower and/or authorise and/or otherwise permit the Ministry of Social Development / a Work and Income Service Centre to ignore a person who has submitted a G.P.'s Medical Certificate that confirms they are "very unwell", "not able to have any appointment with" a medical professional, and, who says "I am writing this letter to request (xxx) appointment with Work and Income NZ be done as a phone call ...".
4. A copy or copies of all of the relevant laws, regulations, directives, policies, procedures, etc. that empower and/or authorise and/or otherwise permit the Ministry of Social Development / a Work and Income Service Centre to decide that an application has "lapsed".
Yours faithfully,
M.R.M.
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This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #32937 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.
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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.
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From: OIA_Requests (MSD)
Ministry of Social Development
IN-CONFIDENCE
Dear M.R.M,
I am writing to you regarding your request for information below.
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
Official Information Act, the Ministry’s decision will be with you by 28
January 2026.
The reason for the extension is that consultations necessary to make a
decision on the request are such that a proper response to the request
cannot reasonably be made within the original time limit.
Please note that over the holiday period, there are three weeks that are
not classified as working days. In accordance with Section 2 of the
Official Information Act 1982, this period is 25 December 2024 to 15
January 2025 (inclusive).
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
[1]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 [2][MSD request email]
I will respond to you sooner if I am able to.
Ngâ mihi,
Official 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 Whânau
-----Original Message-----
From: OIA_Requests (MSD)
Sent: Thursday, 20 November 2025 2:50 pm
To: '[FOI #32937 email]'
<[FOI #32937 email]>
Subject: 20251120 Acknowledgement M.R.M.
Tçnâ koe M.R.M.
Thank you for your two emails received 20 November 2025, under the
Official Information Act 1982. We have received an additional request
transferred from Whaikaha on 20 November 2025. Your request has been
forwarded to the appropriate officials at National Office to respond.
The information you have requested may contain the names and contact
details of our staff. Please let us know by 21 November 2025 whether you
require these names and contact details. We will need to consult our staff
before deciding whether we can release this information, and this will
take a bit more time. If we do not hear from you, we will assume that you
do not require staff names and contact details.
Ngâ manaakitanga,
Official 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 mâtou he whakamana tangata kia tû haumaru, kia tû kaha,
kia tû motuhake
-----Original Message-----
From: M.R.M. <[3][FOI #32937 email]>
Sent: Thursday, 20 November 2025 12:31 pm
To: OIA_Requests (MSD) <[4][MSD request email]>
Subject: Official Information request - Disabled people unable to visit
Work and Income Service Centres
[You don't often get email from
[5][FOI #32937 email]. Learn why this is
important at [6]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Ministry of Social Development,
Where a person (who is either not yet a client of the Ministry of Social
Development / a Work and Income Service Centre, or, is already a client of
the Ministry of Social Development / a Work and Income Service Centre) has
submitted an application for a benefit by e-mail and also by post, and has
been advised by the Ministry of Social Development / a Work and Income
Service Centre in response that they must attend an in person / face to
face interview at a designated Work and Income Service Centre, but, they
are not able to do this because of serious and disabling health reasons, I
am requesting that you provide me with;
1. A copy or copies of all of the relevant laws, regulations, directives,
policies, procedures, etc. regarding how The Ministry of Social
Development / a Work and Income Service Centre must deal with the disabled
person to assist them in getting their application properly and timeously
processed, assessed and granted or declined.
2. A copy or copies of all of the relevant laws, regulations, directives,
policies, procedures, etc. that empower and/or authorise and/or otherwise
permit the Ministry of Social Development / a Work and Income Service
Centre to ignore a person who has requested in writing that they be
allowed to have a telephone conversation or Zoom conference call instead
of attending an in person / face to face interview because of serious and
disabling health reasons..
3. A copy or copies of all of the relevant laws, regulations, directives,
policies, procedures, etc. that empower and/or authorise and/or otherwise
permit the Ministry of Social Development / a Work and Income Service
Centre to ignore a person who has submitted a G.P.'s Medical Certificate
that confirms they are "very unwell", "not able to have any appointment
with" a medical professional, and, who says "I am writing this letter to
request (xxx) appointment with Work and Income NZ be done as a phone call
...".
4. A copy or copies of all of the relevant laws, regulations, directives,
policies, procedures, etc. that empower and/or authorise and/or otherwise
permit the Ministry of Social Development / a Work and Income Service
Centre to decide that an application has "lapsed".
Yours faithfully,
M.R.M.
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[7][FOI #32937 email]
Is [8][MSD request email] the wrong address for Official Information
requests to Ministry of Social Development? If so, please contact us using
this form:
[9]https://aus01.safelinks.protection.outlo...
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[10]https://aus01.safelinks.protection.outlo...
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.
References
Visible links
1. http://www.ombudsman.parliament.nz/
2. mailto:[MSD request email]
3. mailto:[FOI #32937 email]
4. mailto:[MSD request email]
5. mailto:[FOI #32937 email]
6. https://aka.ms/LearnAboutSenderIdentific...
7. mailto:[FOI #32937 email]
8. mailto:[MSD request email]
9. https://fyi.org.nz/change_request/new?bo...
10. https://fyi.org.nz/help/officers
hide quoted sections
From: OIA_Requests (MSD)
Ministry of Social Development
IN-CONFIDENCE
Dear M.R.M
Thank you for your email below
Your following 2 OIA requests are identical, and we will therefore be
providing you with one response:
* [1]https://fyi.org.nz/request/32938-must-at...
* [2]https://fyi.org.nz/request/32937-disable...
We sent you the attached email on 17 December 2025 advising that you can
expect to receive a response by 28 January 2026.
Kind regards
Official 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: M.R.M. <[3][email address]>
Sent: Monday, 29 December 2025 9:16 pm
To: OIA_Requests (MSD) <[4][MSD request email]>
Subject: Re: Official Information request - Must attend an in person /
face to face interview at a designated Work and Income Service Centre
[You don't often get email from
[5][email address]. Learn why this is
important at [6]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Ministry of Social Development,
You were legally required to respond to my information request on or
before 18 December 2025. Instead I have rudely been ignored and with no
explanation forthcoming as to why you have failed to comply with the
Official Information Act.
I am giving you until close of business Friday 2 January 2026 to provide
me with all of the requested information. Should you again fail to do
this I will complain to the Ombudsman.
Yours faithfully,
M.R.M.
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[7][email address]
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[8]https://aus01.safelinks.protection.outlo...
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.
References
Visible links
1. https://fyi.org.nz/request/32938-must-at...
2. https://fyi.org.nz/request/32937-disable...
3. mailto:[email address]
4. mailto:[MSD request email]
5. mailto:[email address]
6. https://aka.ms/LearnAboutSenderIdentific...
7. mailto:[email address]
8. https://fyi.org.nz/help/officers
hide quoted sections
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