Call Centre Disconnection Policies
James Welsh made this Official Information request to Ministry of Social Development
The request was successful.
From: James Welsh
Dear Ministry of Social Development,
I am writing to request information under the Official Information Act 1982 regarding call centre policies and procedures.
Specifically, I request the following information:
The written policies, guidelines, or operational procedures that outline the circumstances under which a call centre staff member may disconnect a call with a client.
Clarification as to whether a call may be disconnected where a conversation is considered “difficult” but the caller remains civil and does not engage in abusive, threatening, or inappropriate behaviour.
Whether call centre staff have discretion to terminate a call in the absence of uncivil or abusive conduct, and if so, the scope and limits of that discretion.
The required procedural steps (e.g., warnings, escalation to a supervisor, documentation requirements) that staff must follow before disconnecting a call.
Details of any training provided to call centre staff relating to:
a) De-escalation techniques, and
b) Call termination protocols.
The official Saturday operating hours for call centre support.
Any policies or guidance relating to:
a) Placing callers on hold near closing time,
b) Managing calls that extend beyond official business hours, and
c) Whether staff are permitted to disconnect calls at closing time if the call commenced prior to closing.
Whether there are policies governing the use of hold and mute functions in situations where a call is approaching the end of business hours.
What policies govern call disconnection when the call centre is experiencing high call volumes?
What can a Client expect if they were to raise a investigation about a call being unfairly disconnected prior to closing time? What steps does MSD take to investigate these situations?
Could you please provide a list of relevant training modules that the Agents have had to take in regards to call de-escalation?
Could you please provide the contents of the relevant training modules such as questions / answers take in regards to call de-escalation?
If possible, I request copies of the relevant policy documents rather than summaries.
From: OIA_Requests (MSD)
Ministry of Social Development
IN-CONFIDENCE
Tçnâ koe James Welsh
Thank you for your email received 14 February 2026, under the Official Information Act 1982. 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 18 February 2026 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
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From: James Welsh
Dear OIA_Requests (MSD),
I am not seeking any employee names
Yours sincerely,
James Welsh
From: James Welsh
Dear OIA_Requests (MSD),
Please do not copy and paste generic macros into this FYI request, your response is an exact replica of your other responses on other requests.
I never asked for any names so whomever is responding to these are just copy and pasting macro replies.
Yours sincerely,
James Welsh
From: OIA_Requests (MSD)
Ministry of Social Development
Kia ora James,
I am writing to you regarding your request for information below. This
letter is to advise you that the Ministry has received your request,
however 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 no later than 14 April 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.
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
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From: OIA_Requests (MSD)
Ministry of Social Development
1of2 OIA response for J.Welsh.pdf
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Tçnâ koe James
Please find attached the Ministry’s response to your Official Information
Act request.
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.
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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