Tips when dealing with Work & Income (WINZ)

• If you have a problem and are going to ask Work and Income (WINZ) for help, it can be a good idea to find out what you might be able to get before you go see them. This way you know what questions to ask and what information to take with you. People who may be able to give you that information are benefit advocacy services, community law centres and your local Citizen’s Advice Bureau.

• When you ring the WINZ call centre to make an appointment, the operator will ask you why you want the appointment. They might tell you that there is no point in making an appointment because you aren’t entitled to any help. If this happens, insist that they make an appointment for you - it is your right to be seen by someone who can make this decision – the call centre cannot decide what you are or aren’t entitled to.

• Some useful WINZ numbers:

                        General Enquiries, 0800 559 009

                        Appointments, 0800 551 001

                        Unemployment benefit, 0800 554 004

                        Student Services, 0800 889 900

                        Community Services Card, 0800 999 999

                        Deaf Link Freefax, 0800 621 621                    

• When you make an appointment it's a good idea to write down the time and the operator’s name (this may not be a huge help later as you could be talking to any of four call centres around the country, but it can be useful sometimes).

• Once you have made an appointment, ring back later that day or week to check that your appointment has been noted on the WINZ computer. It can be very frustrating to arrive at Work & Income and be told that they have no record of your appointment!

• Taking another person with you for support can be helpful too, and you have the right to do that. Dealing with government departments can be scary sometimes and it might be useful later to have a second person’s version of what happened at the appointment.

• If you need assistance for an emergency need (like food) then WINZ have to see you that day. You should be able to turn up at your local Work & Income office without an appointment and be seen by a staff member, though you may have to wait a while before someone is able to see you.

• Sometimes when you want to apply for help your case manager will tell you that you are 'not entitled'. You will probably then leave the office without filling in an application because you think that this would be a waste of time. BUT you should always ask to fill in an application form, no matter what your case manager says, because when you do this:

a)    it means that you have made an official application;

b)    it means that Work & Income have to send you a letter telling you whether or not you will be  getting what you applied for (and if not, giving reasons why you were declined);

c)    it means that if you don’t agree with Work & Income’s decision, you can ask them to look at it again.

• If you find that your case manager is being difficult (for example, refusing to give you an application form when you ask for one), it is often a good idea to ask to see the service manager. If they are away or “in a meeting”, then ask to see the acting service manager or “whoever is in charge”.

• Always ask for a date-stamped photocopy of any documents that you give to Work & Income, such as application forms, pay slips, hire-purchase agreements etc. It is also a good idea to make a note of the time of the appointment, who you saw, and what you talked about.

Remember:

• If you don’t like a decision that Work & Income make you can ask them to review it. By asking for a review of their decision you are saying that you want someone higher up in that office to look at the decision again. If this second person agrees with the decision, a panel of people from outside that office will then look at it. A request for a review of decision needs to be in writing.

This page was compiled by Stacey Gasson

Stacey works at the Wellington People’s Centre in their Benefit Rights Service. She is a youth advocate and is currently producing a resource for community groups about benefit entitlements. Stacey is 28 years old and has been a member of the WPC for almost four years. The WPC is a membership-based organisation for people on benefits and low incomes. They provide a range of low-cost or free services for their members, including medical, dental, massage, counselling, acupuncture, social English classes, hairdressing and podiatry. The Benefit Rights Service is free to the public. If you are in Wellington, you can find WPC in Lukes Lane (off Manners Street), or they can be contacted on ph: (04)3858596, fax: (04) 3852520, email: wprc@actrix.gen.nz