28 January 2026
Tēnā koe M.R.M,
Official Information Act request
Thank you for your email of 20 November 2025, requesting information about
Ministry policy and procedures requiring in person interviews and any exemptions.
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.
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 ...".
These sections of your request are refused under section 18(e) of the Act as this
information does not exist.
However, all Ministry staff are required to work with the client, irrespective of their
presentation to identify the specific needs the client has and then offer appropriate
timely services and supports that meet these needs.
Where an individual lives with a health condition or disability, and the health
condition or disability prevents them from attending in person or for a face-to-face
interview, alternative arrangements may be determined by the Service Centre
Manager, where appropriate. Where the client is new to the Ministry or has not
The Aurora Centre, 56 The Terrace, PO Box 1556, Wellington
– Telephone 04-916 3300 – Facsimile 04-918 0099
had a face-to-face interview for some time, we may require them to attend a face-
to-face meeting.
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".
Please see the following links for information regarding lapsed applications and the
20-working day rule:
•
www.legislation.govt.nz/regulation/public/2018/0202/latest/LMS96673.ht
ml
•
www.workandincome.govt.nz/map/income-support/core-policy/requests-
for-financial-assistance/application-for-benefit/application-lapses-01.html
•
https://www.legislation.govt.nz/regulation/public/2018/0202/latest/LMS96
677.htmlwww.workandincome.govt.nz/map/income-support/core-
policy/requests-for-financial-assistance/application-for-benefit/extending-
the-20-working-day-period-01.html
•
https://www.workandincome.govt.nz/map/income-support/core-
policy/requests-for-financial-assistance/application-for-benefit/good-and-
sufficient-reason-01.html
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
