From the President, Grey Power Federation
I have been approached by one of our associations expressing disappointment with waiting times for the WINZ Senior Line.
In response I contacted Diane Turner, Director of Senior Services who in turn passed on our query to MSD.
For your information this has been received from MSD through Diane:
- This is a very busy period for our helplines and we appreciate how frustrating it can be to experience delays.
- In addition to our usual services, we are providing a helpline for the COVID-19 welfare response, seven days a week, supporting those who need extra welfare support while isolating at home.
- Staff have been deployed from all around MSD to help and are working extra hours outside normal operating hours to help meet demand.
- We expect we will continue to experience high demand for several more weeks as Omicron peaks.
- Last week we answered 96,372 calls through our call centres, (or more than the population of Palmerston North).
- And in the week ended 6 March, we received 24,297 requests for welfare assistance for those self-isolating due to COVID-19.
- This demand has also impacted on the Seniors Line, with an average wait time last week of 43.44 minutes.
- We would ask callers to be patient.
Some suggested options
- The Seniors Line have extended their opening hours to service clients between 7am and 6pm (Monday to Friday). If clients get in early, they may see reduced wait times between 7am and 8am.
- A callback service is offered to all identified callers when expected wait times are greater than seven minutes. The callback service provides callers with the option to either wait in the queue or to automatically be called back by a Customer Service Representative (CSR) when their call would have been answered. You need to provide your Client Identification Number to access this service – so have it handy.
- For those who are able to use a computer, MyMSD is a great option for some services such as:
- Checking upcoming payments
- Updating contact information
- Viewing letters
- Applying for NZ Superannuation (During business hours)
- Requesting help with one-off costs, such as food
- Information about services MSD offers to Seniors, including how to apply for New Zealand Superannuation or register for MyMSD can be found on our Work and Income website, www.workandincome.govt.nz/
eligibility/seniors/
I hope this explanation and information is of assistance.
Jan Pentecost
President – Grey Power NZ Federation Inc.