Alert Level 2 allows service centres to open with some extra guidelines in place.
What opening service centres means in practice
- If people are unwell, we want them to stay at home even if they have an appointment. People should give us a call and we’ll help them over the phone or make a new time.
- At Alert Level 2 our service centres are open and are 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 to avoid queues and keep to physical distancing rules.
- We'll continue to help people over the phone and through MyMSD where we can, and we’re encouraging people to give us a call first rather than just visiting a service centre.
- If someone does arrive at a service centre without an appointment, we’ll first do a health screen and then one of our Connectors will help them.
Here’s some key differences people may notice:
- People will need to sign in so we can do contact tracing if we need to. If people don’t have the NZCOVID Tracer app, we’ll have other ways for them to sign in.
- People will need to wear a face covering unless there’s a medical reason they can’t. We can provide a mask for people who don’t have one.
- If people can’t wear a face covering for medical reasons, they can let the tautiaki (security guard) know when they arrive. We’ll encourage people who can’t wear a face covering to use phone appointments where possible.
- Our people working with clients are wearing face coverings too.
- We’re asking people to keep two metres from other clients and our people, in line with physical distancing guidelines.
We want to make things as easy as possible for our clients
That means ensuring payments and supports continue to be paid as usual too.
- If people have a review or reapplication due in the next few weeks, we're giving them more time to complete these.
- If people need more time or have concerns about their payments, they should contact us to talk through how we can help.
Together we’ll make things work and keep supporting people
The key information for clients about these changes can be found on the MSD website, and MSD will continue to update it if things change.
Income and welfare support
How to reach us
Who we can support
All client payments and supports continue to be paid as usual.
If people need help to pay for food, power, rent, mortgage or board - we may be able to help. People don’t need to be on a benefit, as these supports are also available to those on a low income.
Anyone applying for MSD payments for the first time can, either online through the Work and Income website or by phoning 0800 559 009.
You can be confident all calls to our 0800 lines are being answered in a timely manner.
MSD staff are working closely with emergency management offices and other key regional groups to ensure people are cared for.
Emergency housing is available for those who fit MSD eligibility criteria and suppliers do have availability. It’s important that anyone needing accommodation, contacts MSD staff to ensure the right support is provided.
More information about accommodation support is available through the Contact and Support page on the Unite against Covid-19 website.
For NZ Superannuation queries phone: 0800 552 002
For Deaf, hearing impaired and speech impaired:
For youth-related queries contact Youth Services in your region or our general enquiries line: 0800 559 009 and say "youth client" when you call.