Source: Radio New Zealand
MSD confirmed it reversed the original decision, after RNZ brought the case to its attention. RNZ / Rebekah Parsons-King
A Porirua family is frustrated and angry that it took months of back and forth with Work and Income – and a call to the media – to get an unwell man the benefit he’s entitled to.
The Ministry of Social Development apologised for initially denying the man the Supported Living Payment, despite a doctor’s certificate proving he was unfit to work.
The u-turn came after contact from RNZ.
The man’s daughter said it should not have taken advice from someone in the know – and media attention – to get a fair result in a complex system.
She was concerned for other families without that access.
The 61-year-old, who RNZ agreed not to name, was made redundant from his factory job in August, but was already struggling to work, due to complications from diabetes.
His daughter said they made an appointment with Work and Income in September, and were told he wasn’t eligible for the Supported Living Payment or the accommodation supplement, and that he should apply for the Jobseeker benefit.
He was granted $145 a week and it was tough to make ends meet, she said.
In November, the doctor told him he shouldn’t be looking for work. RNZ saw his medical certificate, which said he had “no current capacity to work”.
After seeking advice from a friend who knows the system well, they applied for the Supported Living Payment – a benefit for people with a health condition.
“They declined it,” the man’s daughter said. “They didn’t give us any written decision, it was when we called two weeks after the application and we were told over the phone that it’s been declined.”
Stressed, frustrated and disappointed, she again sought advice from her friend, who encouraged her to formally appeal the decision.
They did and waited two weeks, before making another call – only to be told the appeal was declined and the man needed to re-apply for the Jobseeker benefit.
“Dad was trying to tell them there’s no point going on Jobseeker, because he’s not seeking a job,” she said. “They kept saying, ‘Oh, your last payment will be on the 19th of March … and then your payments will stop’.”
They were never given a reason why, she said. The family was overwhelmed and had a “massive” falling out.
“My dad got frustrated and then my sister got frustrated, and then everyone’s so stressed.
“My sister wanted to give up because … she felt like, ‘Oh, there’s no point fighting dad’s case, because they’re not going to accept [it]’.”
The family contacted RNZ and asked MSD about their situation.
A few days later, MSD called the man and told him his appeal was accepted, and he would receive a $331 weekly Supported Living Payment and be backpaid.
MSD confirmed it reversed the original decision, after RNZ brought the case to its attention.
MSD ‘deeply sorry’
Regional commissioner Gagau Annandale-Stone planned to apologise to the family in person, saying the ministry was “deeply sorry”.
“We have looked into [his] situation and sincerely regret that we made an incorrect decision,” she said. “This error occurred because we did not fully consider all of the evidence he had provided.”
MSD had contacted the man to apologise “for the mistake, the quality of our communication, the time it has taken to resolve this matter, and the distress this has caused him and his family”, she said.
“Our staff aim to provide a consistent and professional standard of service at all times, and work hard every day to assist people who are seeking support. We acknowledge that we did not get it right in this case.”
The man was incredibly relieved it was sorted.
“I was very frustrated and angry,” he said. “All my family was angry with me, they were affected because of my case.
“I used to push my kids to ring up the social welfare.”
He was relaxed and happy now, he said.
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– Published by EveningReport.nz and AsiaPacificReport.nz, see: MIL OSI in partnership with Radio New Zealand
