People seeking assistance from Work and Income New Zealand (WINZ) have voiced concerns over the perceived lack of compassion among Ministry of Social Development (MSD) staff, with nearly 5000 complaints filed against them in the past two years.
Despite the high number of grievances, the ministry told legacy media that these complaints represent a small fraction of the millions of interactions they handle each year. MSD group general manager Jayne Russell stated that the complaints accounted for less than 0.1% of their interactions with clients.
Sue Taylor, 57, sought help from Winz after becoming homeless in Ashhurst in January. She needed emergency housing but was told she couldn’t receive assistance due to her two support dogs. ‘I was left alone,’ she told legacy media, adding that staff failed to explore alternative housing options. For over four months, she lived in her car with her pets, battling severe depression while searching for a place that would accept them.
When Taylor sought further assistance, she found herself distressed by the impersonal treatment from WINZ staff, stating, ‘They treat everyone like trash, like a number.’ The anxiety became so severe that she couldn’t visit the office without a support person.
Another client, Sajay Singh, 47, recounted his negative interaction with WINZ staff, during which a case manager shouted at him to ‘shut up’ and ‘go rob a bank.’ Singh said the degrading comment deeply affected him, leaving lasting mental trauma. ‘That still affects me to this time,’ he said.
After his story was made public by RNZ, Singh received support from MSD and an apology for the ‘unacceptable language.’ However, the ministry did not disclose the employment status of the involved case manager, citing privacy concerns.
Singh argued that the actual number of complaints could be much higher, as many clients struggle to file formal complaints due to barriers or emotional distress. ‘I bet it would be over 500,000 complaints if everyone knew how to [place a complaint],’ he claimed.
Auckland Action Against Poverty spokesperson Brooke Stanley criticised WINZ for having a ‘low-trust model.’ She noted how often people find the agency’s culture ‘dehumanising’, as staff frequently assume clients could have secured support elsewhere. The charity regularly provides volunteers to accompany clients to WINZ meetings, often resulting in better outcomes.
Sue Taylor, 57, sought help from Winz after becoming homeless in Ashhurst in January.
… was told she couldn’t receive assistance due to her two support dogs.
…found herself distressed by the impersonal treatment from WINZ staff
…couldn’t visit the office without a support person and two dogs. (Sort of like a border control team coming to see you.)
Sajay Singh, 47 said a case manager shouted at him to ‘shut up’ and ‘go rob a bank’…and the degrading comment deeply affected him, leaving lasting mental trauma.
Two people for heaven’s sake! ‘Legacy’ media must have done some deep digging for that news.
For some serious lifetime name calling try being left handed, red haired, spectacle wearing, Catholic and a woman.
Wimps.
Yeah, no, you are wrong there. They are awful to deal with and I know a few people who were laid off, who said how toxic they are.
I’ve only used them once, for a few months when my dad was terminally ill, never since. Given too, what tax gougers the govts of this country are, there is no excuse for treating people this way. You either let people keep their money or stump up, as promised.
Our recent experience mirrors this story, right up until we tried a third time – in another town.
After losing our business to the recession and other external factors, we applied to WINZ for assistance. Twice we were turned down for any assistance. It really felt like one MSD person was on a power trip and the other really had no idea what she was doing (all the while trying to convey otherwise). Very shortly after, our landlord gave us notice due to a family member moving in. There were no other suitable rentals in the area and the ones that were were way too expensive. We moved to a completely different part of the country and tried WINZ again. This time the person was a bit abrupt, but was it was clear she knew what she was doing. End result, we got a benefit that was back dated to when we applied the second time. I have no intention of staying on the benefit, don’t want to be on the benefit, but need to live in the meantime whilst finding work. I think the last officer saw this and did what she could to get it over the line.
I have only had to deal with WINZ once in the late 90’s, when my dad was dying and I was taking care of him (I left my job). The district nurse who visited said I should get a caregivers benefit. I was reluctant, having heard negative things about WINZ and boy, was I right. They made me feel like a criminal, I was glared at, treated abruptly and with genuine hostility.
MSD and WINZ are Dickensian organisations, that are designed to deter people from asking for help, even if like me, they have paid taxes to the parasitical government for years.
Here’s an idea, you pricks, if you don’t want to provide social services to needy people, how about CUTTING TAXES and I don’t mean the lame insult recently handed down. Genuine tax cuts, so if people need help, more of their money is in their pockets for a rainy day, not those of heartless a-holes.