Request for a letter template from Client Support - Debt Management
Sarah C made this Official Information request to Ministry of Social Development
This request has an unknown status. We're waiting for Sarah C to read recent responses and update the status.
From: Sarah C
Dear Ministry of Social Development,
For people making regular payments to repay their debt to the MSD,
1. What is the letter template that the MSD sends when the regular payment is missed? Can I please have a copy of the letter wording template?
(Recently, someone shared the letter they received, which starts by saying:
Tēnā koe Firstname Lastname
Your payments to us have stopped [bold; no period]
...)
1a. When was the content of this letter template last reviewed?
1b. Does it ever be edited to be personalised beyond the client name, date and amount?
1c. Is the letter automatically generated and sent by the system after a trigger is met? What is the trigger?
2. If there's no such letter template, what would the key message be when the MSD follows up on the missed payment by a written letter?
2a. Is there a guideline on how to communicate with the client in such situations where they miss the regular payment due to various reasons? If there is a documented guideline, I would like to see a copy of it.
3. Has the MSD conduct any internal research/investigation on the best practice of pursuing client debt? I've seen some examples from other ministries but cannot recall seeing any report from the MSD. If you have done so in the past, please send me a copy of your findings.
Yours faithfully,
Sarah C
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Sarah C,
Thank you for your email received 4 August 2021, under the Official
Information Act 1982. Your request has been forwarded to the appropriate
officials at National Office to respond. You can expect a decision as soon
as reasonably practicable, and in any case not later than 20 working days
after the day on which the request was received.
Nā mātou noa, nā
Official and Parliamentary 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
------------------------------- 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.
-------------------------------
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Sarah C
On 4 August 2021, you emailed the Ministry of Social Development (the
Ministry) through the FYI website requesting, under the Official
Information Act 1982 (the Act), the following information relating to
people making regular payments to repay their debt to the Ministry:
For people making regular payments to repay their debt to the MSD,
1. What is the letter template that the MSD sends when the regular
payment is missed? Can I please have a copy of the letter wording
template?
a. When was the content of this letter template last reviewed?
b. Does it ever be edited to be personalised beyond the client name,
date and amount?
c. Is the letter automatically generated and sent by the system after a
trigger is met? What is the trigger?
2. If there's no such letter template, what would the key message be when
the MSD follows up on the missed payment by a written letter?
a. Is there a guideline on how to communicate with the client in such
situations where they miss the regular payment due to various
reasons? If there is a documented guideline, I would like to see a
copy of it.
3. Has the MSD conduct any internal research/investigation on the best
practice of pursuing client debt? I've seen some examples from other
ministries but cannot recall seeing any report from the MSD. If you
have done so in the past, please send me a copy of your findings
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 22 September 2021.
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, in relation to your request dated 4 August 2021.
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.
Ngā mihi nui
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.
From: OIA_Requests (MSD)
Sent: Friday, 6 August 2021 11:36 AM
To: '[FOI #16289 email]'
<[FOI #16289 email]>
Subject: 20210806 Acknowledgment C
Tēnā koe Sarah C,
Thank you for your email received 4 August 2021, under the Official
Information Act 1982. Your request has been forwarded to the appropriate
officials at National Office to respond. You can expect a decision as soon
as reasonably practicable, and in any case not later than 20 working days
after the day on which the request was received.
Nā mātou noa, nā
Official and Parliamentary 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
------------------------------- 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]
From: OIA_Requests (MSD)
Ministry of Social Development
20210914 OIA Response C.pdf
199K
Download
View as HTML
Example Repayments stopped letter Aug2021.pdf
66K
Download
View as HTML
Tçnâ koe Sarah C,
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.
-------------------------------
Things to do with this request
- Add an annotation (to help the requester or others)
- Download a zip file of all correspondence
Offensive? Unsuitable?
Requests for personal information and vexatious requests are not considered valid requests for Official Information (read more).
If you believe this request is not suitable, you can report it for attention by the site administrators
Report this request