Tēnā koe,

Thank you for your email received 18 August 2022, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond. 

Ngā manaakitanga,

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

-----Original Message-----
From: D Dahya <[FYI request #20269 email]>
Sent: Thursday, 18 August 2022 1:15 PM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - MSD's MyMSD system creating unjustified debts for Jobseeker beneficiaries

Dear Ministry of Social Development,

I recently declared additional income(received during week starting 25/7/22) via MyMSD on the 28th or 29th of that same week. The following week the Jobseeker benefit/allowance was still paid(it should have been suspended) resulting in a 'manual ' letter sent via MyMSD directly from the Manager of Centralised Services(P S-M) advising I was over paid the JS benefit(ie when I shouldn't have received it) and so a debt has been created.

I recently declared additional income(received during week 1) via MyMSD in that same week. The following week the Jobseeker benefit/allowance was still paid(it should have been suspended) resulting in a 'manual ' letter sent via MyMSD directly from the Manager of Centralised Services(P S-M) advising I was over paid the JS benefit(ie when I shouldn't have received it) and so a debt has been created. I did manage to have the JS benefit suspended the week after(week 3).

Last year I declared income several times (where the JS benefit should have been suspended the following week) via MyMSD but the JS benefit was paid regardless resulting in a debt being created each time.

I have found this happened almost all of the times I declared additional income via MyMSD last year( I have sent an information request on this asking for the reasons why this has happened).

The process is- a JS beneficiary declares any additional income via MyMSD(the JS benefit is then suspended) and then redeclares their additional income(to zero) resuming the JS benefit the following week.

The JS benefit is resumed once the additional income has ceased-the process is automated not requiring staff intervention.

Questions:

1. I would like to know why the JS Benefit, in this case, was not suspended following week?

2. Why was a 'manual' letter generated as opposed to a 'standard' letter in this case?

3. What will MSD do in such instances, where the beneficiary has followed the correct process but the system has failed and created an 'unjustified' debt?

4.More importantly, how many other times has this occurred to other MSD beneficiaries unaware of this apparent failing in MyMSD who don't have the nous or inclination to question it because it is too much hassle and who don't bother to question it as it is performed by the MyMSD system?

5. Does MSD have the resources and ability to find out when such instances have occurred for all beneficiaries?

6. Is MSD able to find out how many times this has occurred in the past and what will they do in those cases?

7. Can MSD find out when the income was declared via MyMSD and whether the JS allowance was paid when it shouldn't have been?

8. Is there any other disadvantages/losses, apart from the unjustified debt, that such instances would incur for the MSD beneficiaries?

9. Does MSD consider their MyMSD system fit for purpose in such instances?

Example 2.

Last Friday (week 3) I declared additional income to zero meaning that I would receive a normal JS benefit payment the following week(week 4). A day before (Wednesday of week4) the JS benefit is due to be paid my MyMSD account shows the JS benefit is still suspended.

Note: MyMSD advises to wait 5 days for the changes to be processed- Wednesday was the 5th day.

Questions:

1. Why hasn't it been resumed/unsuspended as Thursday is the day the JS benefit is usually paid?

2. What is the process a JS beneficiary should follow, in such cases, and at what stage should the job seeker do so?

MyMSD advises to wait up to 5 days for the changes to be processed so if the JS beneficiary declares income received on the Friday -5 days from that day is the following Wednesday- only 1 day before the JS allowance is paid. .

3. Has there been any system changes to the MyMSD system recently?

Yours faithfully,

D Dahya

-------------------------------------------------------------------

This is an Official Information request made via the FYI website.

Please use this email address for all replies to this request:
[FYI request #20269 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...

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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.

-------------------------------

hide quoted sections

 

 

Dear D Dahya

We refer to your below request made to the Ministry of Social Development
(the Ministry) under the Official Information Act 1982 (the Act).

This letter 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
Act, the Ministry’s decision will be with you no later than 13 October
2022.

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.

We will respond to you sooner if we are able to.

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]. 

Kind regards

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.

-----Original Message-----

From: D Dahya <[3][FOI #20269 email]>

Sent: Thursday, 18 August 2022 1:15 PM

To: OIA_Requests (MSD) <[4][MSD request email]>

Subject: Official Information request - MSD's MyMSD system creating
unjustified debts for Jobseeker beneficiaries

 

Dear Ministry of Social Development,

 

I recently declared additional income(received during week starting
25/7/22) via MyMSD on the 28th or 29th of that same week. The following
week the Jobseeker benefit/allowance was still paid(it should have been
suspended) resulting in a 'manual ' letter sent via MyMSD directly from
the Manager of Centralised Services(P S-M) advising I was over paid the JS
benefit(ie when I shouldn't have received it) and so a debt has been
created.

 

I recently declared additional income(received during week 1) via MyMSD in
that same week. The following week the Jobseeker benefit/allowance was
still paid(it should have been suspended) resulting in a 'manual ' letter
sent via MyMSD directly from the Manager of Centralised Services(P S-M)
advising I was over paid the JS benefit(ie when I shouldn't have received
it) and so a debt has been created. I did manage to have the JS benefit
suspended the week after(week 3).

 

Last year I declared income several times (where the JS benefit should
have been suspended the following week) via MyMSD but the JS benefit was
paid regardless resulting in a debt being created each time.

 

I have found this happened almost all of the times I declared additional
income via MyMSD last year( I have sent an information request on this
asking for the reasons why this has happened).

 

The process is- a JS beneficiary declares any additional income via
MyMSD(the JS benefit is then suspended) and then redeclares  their
additional income(to zero) resuming the JS benefit the following week.

 

The JS benefit is resumed once the additional income has ceased-the
process is automated not requiring staff intervention.

 

Questions:

 

1. I would like to know why the JS Benefit, in this case, was not
suspended following week?

 

2. Why was a 'manual' letter generated as opposed to a 'standard' letter
in this case?

 

3. What will MSD do in such instances, where the beneficiary has followed
the correct process but the system has failed and created an 'unjustified'
debt?

 

4.More importantly, how many other times has this occurred to other MSD
beneficiaries unaware of this apparent failing in MyMSD who don't have the
nous or inclination to question it because it is too much hassle and who
don't bother to question it as it is performed by the MyMSD system?

 

5. Does MSD have the resources and ability to find out when such instances
have occurred for all beneficiaries?

 

6. Is MSD able to find out  how many times this has occurred in the past
and what will they do in those cases?

 

7. Can MSD find out when the income was declared via MyMSD and whether the
JS allowance was paid when it shouldn't have been?

 

8. Is there any other disadvantages/losses, apart from the unjustified
debt, that such instances would incur for the MSD beneficiaries?

 

9. Does MSD consider their MyMSD system fit for purpose in such instances?

 

Example 2.

 

Last Friday (week 3) I declared additional income to zero meaning that I
would receive a normal JS benefit payment the following week(week 4).  A
day before (Wednesday of week4) the JS benefit is due to be paid my MyMSD
account shows the JS benefit is still suspended.

 

Note: MyMSD advises to wait 5 days for the changes to be processed-
Wednesday was the 5th day.

 

Questions:

 

1. Why hasn't it been resumed/unsuspended as Thursday is the day the JS
benefit is usually paid?

 

2. What is the process a JS beneficiary should follow, in such cases, and
at what stage should the job seeker do so?

 

MyMSD advises to wait up to 5 days for the changes to be processed so if
the JS beneficiary declares income received on the Friday -5 days from
that day is the following Wednesday- only 1 day before the JS allowance is
paid.  .

 

3. Has there been any system changes to the MyMSD system recently?

 

Yours faithfully,

 

D Dahya

 

-------------------------------------------------------------------

 

 

 

------------------------------- 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 #20269 email]
4. mailto:[MSD request email]

hide quoted sections

 

Kia ora David Dahya

 

We refer to your below request made to the Ministry of Social Development
(the Ministry) under the Official Information Act 1982 (the Act).

 

The Ministry has decided to grant your request. However, it will take some
more time to prepare the information for release. You will be provided
with:

 

o information to answer your queries about your Jobseeker Support
benefit and issues you have had with MyMSD.

 

The information will be sent to you by 3 November 2022. We will respond
earlier if we are able to.

 

This is a decision under section 15(1)(a) of the Act. Further information
on the background of this decision can be found on pages 18 and 34 of the
following guide of the Ombudsman:
[1]https://www.ombudsman.parliament.nz/site...

 

If you wish to discuss this decision with us, please feel free to contact
[2][MSD request email].

 

If you are not satisfied with this decision, you have the right to seek an
investigation and review by the Ombudsman. Information about how to make a
complaint is available at [3]www.ombudsman.parliament.nz or 0800 802 602.

 

Nāku noa, nā

 

Roman Herbst| Senior Advisor | Ministerial and Executive Services (he/him)
Te Manatu Whakahiato Ora | Ministry of Social Development

Email: [4][email address]

Phone: 04 9317093

Our Purpose:
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū
motuhake

[5]Capture

 

Our Purpose:
We help New Zealanders to be safe, strong and independent.
Manaaki Tangata, Manaaki Whānau.

 

 

-----Original Message-----

From: D Dahya <[6][FOI #20269 email]>

Sent: Thursday, 18 August 2022 1:15 PM

To: OIA_Requests (MSD) <[7][MSD request email]>

Subject: Official Information request - MSD's MyMSD system creating
unjustified debts for Jobseeker beneficiaries

 

Dear Ministry of Social Development,

 

I recently declared additional income(received during week starting
25/7/22) via MyMSD on the 28th or 29th of that same week. The following
week the Jobseeker benefit/allowance was still paid(it should have been
suspended) resulting in a 'manual ' letter sent via MyMSD directly from
the Manager of Centralised Services(P S-M) advising I was over paid the JS
benefit(ie when I shouldn't have received it) and so a debt has been
created.

 

I recently declared additional income(received during week 1) via MyMSD in
that same week. The following week the Jobseeker benefit/allowance was
still paid(it should have been suspended) resulting in a 'manual ' letter
sent via MyMSD directly from the Manager of Centralised Services(P S-M)
advising I was over paid the JS benefit(ie when I shouldn't have received
it) and so a debt has been created. I did manage to have the JS benefit
suspended the week after(week 3).

 

Last year I declared income several times (where the JS benefit should
have been suspended the following week) via MyMSD but the JS benefit was
paid regardless resulting in a debt being created each time.

 

I have found this happened almost all of the times I declared additional
income via MyMSD last year( I have sent an information request on this
asking for the reasons why this has happened).

 

The process is- a JS beneficiary declares any additional income via
MyMSD(the JS benefit is then suspended) and then redeclares  their
additional income(to zero) resuming the JS benefit the following week.

 

The JS benefit is resumed once the additional income has ceased-the
process is automated not requiring staff intervention.

 

Questions:

 

1. I would like to know why the JS Benefit, in this case, was not
suspended following week?

 

2. Why was a 'manual' letter generated as opposed to a 'standard' letter
in this case?

 

3. What will MSD do in such instances, where the beneficiary has followed
the correct process but the system has failed and created an 'unjustified'
debt?

 

4.More importantly, how many other times has this occurred to other MSD
beneficiaries unaware of this apparent failing in MyMSD who don't have the
nous or inclination to question it because it is too much hassle and who
don't bother to question it as it is performed by the MyMSD system?

 

5. Does MSD have the resources and ability to find out when such instances
have occurred for all beneficiaries?

 

6. Is MSD able to find out  how many times this has occurred in the past
and what will they do in those cases?

 

7. Can MSD find out when the income was declared via MyMSD and whether the
JS allowance was paid when it shouldn't have been?

 

8. Is there any other disadvantages/losses, apart from the unjustified
debt, that such instances would incur for the MSD beneficiaries?

 

9. Does MSD consider their MyMSD system fit for purpose in such instances?

 

Example 2.

 

Last Friday (week 3) I declared additional income to zero meaning that I
would receive a normal JS benefit payment the following week(week 4).  A
day before (Wednesday of week4) the JS benefit is due to be paid my MyMSD
account shows the JS benefit is still suspended.

 

Note: MyMSD advises to wait 5 days for the changes to be processed-
Wednesday was the 5th day.

 

Questions:

 

1. Why hasn't it been resumed/unsuspended as Thursday is the day the JS
benefit is usually paid?

 

2. What is the process a JS beneficiary should follow, in such cases, and
at what stage should the job seeker do so?

 

MyMSD advises to wait up to 5 days for the changes to be processed so if
the JS beneficiary declares income received on the Friday -5 days from
that day is the following Wednesday- only 1 day before the JS allowance is
paid.  .

 

3. Has there been any system changes to the MyMSD system recently?

 

Yours faithfully,

 

D Dahya

 

-------------------------------------------------------------------

 

This is an Official Information request made via the FYI website.

 

Please use this email address for all replies to this request:

[8][FOI #20269 email]

 

------------------------------- 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://www.ombudsman.parliament.nz/site...
2. mailto:[MSD request email]
3. http://www.ombudsman.parliament.nz/
4. mailto:[email address]
6. mailto:[FOI #20269 email]
7. mailto:[MSD request email]
8. mailto:[FOI #20269 email]

hide quoted sections

 

 

Tçnâ koe David Dahya

 

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

 

Ngâ mihi,

 

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.
-------------------------------