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Number of complaints received and the complaints and review processes

Liz made this Official Information request to Ministry of Social Development

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From: Liz

Dear Ministry of Social Development,

Under the Official Information Act 1982 (the Act), I'd like to request the following information:

1. Data on the number of complaints and or requests for review received by complaint type, year, month, region, ethnicity (NZ European, Maori, Asian, Pacifica, Other), gender, age, partnership status for the last 3 years.

2. A copy of the review and complaints policies, processes, working documentation or guidelines.

Yours faithfully,
Liz

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From: OIA_Requests (MSD)
Ministry of Social Development

Dear Liz

 

On 29 April 2021, you emailed the Ministry of Social Development (the
Ministry) requesting, under the Official Information Act 1982 (the Act),
the following information:

 

1. Data on the number of complaints and or requests for review received by
complaint type, year, month, region, ethnicity (NZ European, Maori, Asian,
Pacifica, Other), gender, age, partnership status for the last 3 years.

 

2. A copy of the review and complaints policies, processes, working
documentation or guidelines.

 

The Ministry has collated the information requested, however if this was
to be provided to you there would be over 100 large tables.

 

The Ministry would like to suggest refining your request, mainly the
demographics.

 

However, if you would like to proceed with your original request, please
be advised that a extension may be required.

 

I look forward to hearing from you regarding the refinement of your
request.

 

Yours sincerely

 

Official and Parliamentary 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.

 

------------------------------- 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: Liz

Dear OIA_Requests (MSD),

I still require the data on the number of complaints and or requests for review received by
complaint type, year, month, region, ethnicity (NZ European, Maori, Asian,
Pacifica, Other), gender, age, partnership status for the last 3 years.

I’m unsure why this would be 100’s of tables and why it wouldn’t be provided or combined in one excel sheet. Equally why a simple data retrieval cannot be don’t in an hour.

This is the sort of data your senior managers should be reviewing regularly. The main information I want is the number of complaints received by year, ethnicity and region. I want to know if ethnic population groupings are being disproportionally judged and treated unfairly by MSD and if there is a trend of this occurring.

Because my experience of your system has been dreadful to say the least, absolutely disgusting. It took over three months to get a benefit application response. On numerous occasions staff were rude and unhelpful and delayed the applications progress. That’s appalling service and probably the reason there are so many homeless people.

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From: OIA_Requests (MSD)
Ministry of Social Development

Attachment 20210527 OIA Response LIZ.pdf
779K Download View as HTML

Attachment Appendix A LIZ.xlsx
15K Download View as HTML

Attachment Appendix B LIZ.xlsx
967K Download View as HTML

Tçnâ koe Liz,

 

Please find attached the Ministry’s response to your Official Information
Act request.

 

 

Nâ mâtou noa, nâ

 

Official and Parliamentary 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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