Changes to how we work

We're making changes to the way we're working during COVID-19, taking into account the health and safety of our clients and each other.

Alert levels

COVID-19: All of New Zealand is currently at Alert Level 1. Our service centres are open and if we need to meet with you in person, we'll make an appointment with you.

  • Our service centres

    We can do a lot to help you over the phone or on MyMSD so you don't need to come and see us. Rather than dropping in, please call us on 0800 559 009.

    Our service centres are open and if we need to meet with you in person, we'll make an appointment with you. If you need to bring in someone from your whānau, your kids or a support person, that's okay.

    If you have an appointment but start feeling unwell, please stay home and call us instead.

    If you need to contact us urgently you can use MyMSD or contact us.

  • Medical reviews

    Medical reviews were put on hold due to COVID-19. When your review restarts depends on the what payment you get.

    If you're getting Supported Living Payment:

    We are restarting the medical reviews from 1 August 2021. We'll write to you to let you know when you need provide new information. You don't need to do anything until we write to you.

    If you're getting the Jobseeker Support, or your work obligations were deferred because you have a health condition, injury or disability:

    You need to let us know if your circumstances have changed and you're ready for work. If you're still unable to work, you don't need to do anything right now.

    We're making some changes to the medical certificate process, and we’ll write to you when you need to provide new information. Your payments will continue in the meantime.

  • Stand-down if you apply for a benefit

    Most weekly benefits have a stand-down. This is a period of time where you can't get any money from us. It's usually 1 or 2 weeks after your application is approved.

    The Government has decided to remove stand-downs as part of its response to COVID-19. If you're eligible for a benefit between 23 March 2020 and 24 July 2021 (extended from 23 November 2020), you won't have a stand-down.

    You'll start getting your payments the week after your application is approved. This is because we pay you for the week that's just been. This is called arrears. We'll let you know when this happens.

    We'll also talk with you about ways we may be able to help until you get your first benefit payment.

    Left your job voluntarily or fired for misconduct

    If you've left your job without a good reason or have been fired for misconduct, you may need to wait up to 13 weeks before your payments start.

    If this happens, there are a number of ways we may still be able to help.

    Please contact us to talk about your situation.