Working with us across alert levels

We will continue to work with you across Alert Levels, taking into account the health and safety of our clients and each other. Regular payments will continue as usual.

To know what alert levels are in place visit the COVID-19 website.

Our contact centre hours

Our general enquiry phoneline operates extended hours at Alert Levels 3 and 4.

  • At Alert Level 4, extended hours include open for general enquiries Saturday, 8am-5pm and Sunday, 9am-1pm.
  • At Level 3, extended hours include open for general enquiries, Saturday 8am-5pm - closed Sunday.

Normal operating hours resume at Levels 2 and below.

Alert levels

Alert Levels 3 and 4

At Alert Levels 3 and 4 our service centres are closed to the public to keep people safe and stop the spread of COVID-19. If you have an appointment, we'll be in touch. We'll help you over the phone and through MyMSD where we can.

Alert Level 2

At Alert Level 2 our service centres are open, and following Government guidelines to keep people safe and stop the spread of COVID-19.

We need to carefully manage the number of people coming into our service centres. Please use MyMSD or give us a call first if you want to see us.

If we need you to come in, we’ll make an appointment for you. This will help us avoid queues and keep to physical distancing rules.

If you’re coming in for an appointment:

  • You will need to sign in so we can do contact tracing if we need to. If you don’t have the NZCOVID Tracer app, we’ll have other ways for you to sign in.
  • You will need to wear a face covering, unless there’s a medical reason you can’t. We can provide a mask if you don’t have one.
  • If you can’t wear a face covering, just let the tautiaki (security guard) know when you arrive.
  • Our people working with clients are wearing face coverings too.
  • Please keep two metres from other clients and our people, in line with physical distancing guidelines.
  • If you're unwell, please stay at home even if you have an appointment. Give us a call and we’ll help you over the phone or make a new time.


We want to make sure your payments and supports continue to be paid as usual.

  • If you have a review or reapplication due in the next few weeks, we're giving you more time to complete these.
  • If you need more time or have concerns about your payments, please contact us to talk through how we can help.

Medical certificates and reviews

People can start being paid a benefit without having to provide an initial medical certificate at Alert Levels 3 and 4.

Some medical reviews have been put on hold due to COVID-19. When your review restarts will depend on what payment you get.

If you're getting Supported Living Payment

We'll write to you to let you know when you need to provide new information. You don't need to do anything until we write to you.

If you're getting 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.