Appendix 4: Work and Income’s service standards

Source: Statistics New Zealand (not seasonally adjusted). This diagram brings the two ends of the data series line (June 2004 and June 2014) closer together so the difference can be seen.

We will:

• give you prompt and efficient service
• let you know about our services and how we can help
• give you information that is correct and easy to understand
• give you the assistance you are entitled to
• explain your rights and obligations
• explain why we ask you to do certain things
• listen carefully so we understand what you are telling us
• be understanding and caring about your needs
• be respectful, friendly and professional in the way we serve you
• tell you who may be able to help if we can’t
• treat your personal information with care.

You have the right to:

• be treated with courtesy and respect
• cultural sensitivity
• use any of our services
• be given information about the services we offer
• be given correct information and entitlements
• be listened to
• be given fair, non-judgemental service
• have any decisions we make explained to you
• have a support person there whenever you deal with us
• make a complaint or ask for a review if you disagree with us.

So that we can help, you need to:

• give us the information we need to assess your entitlements
• make sure any information you give us is correct
• tell us about any changes in your situation
• keep any agreements you have made with us
• attend and be prepared for our meetings
• tell us if you’re unable to keep an appointment
• treat our staff with courtesy and respect.

Source: Ministry of Social Development.

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