Full and correct entitlement report

In July 2022, we began a 12-month pilot to assess whether clients were receiving their full and correct entitlement. 

This pilot study assessed whether a sample of MSD clients were receiving their full and correct entitlement, by looking at their current circumstances in relation to welfare payments they were receiving. 

The pilot found that around 59 percent were receiving their correct income support, while around 41 percent were not. 

The most common reason people weren’t getting the right  income support was their changing circumstances.

We know clients’ lives can be complex and dynamic and they often experience changes in employment, housing costs, family relationships, and their health. Some of the changing circumstances that can affect income support are things like changes in rent amount, residential address, changes in other income received, changes in childcare costs, who is living with them, and changes to medical and disability-related costs.

We found those who had more regular contact with MSD were more likely to be receiving their correct entitlements.

While the pilot gave us useful insights to inform work on our Te Pae Tawhiti transformation programme, it’s important to note that the sample of 1432 people who agreed to take part was not necessarily representative of wider welfare payment recipients. 

It’s important clients inform MSD of any changes in their circumstances to help ensure they receive the welfare payments they are entitled to. MSD has increased its interactions with a number of clients, particularly Jobseeker Support clients, giving people more opportunities to discuss their circumstances with us. All clients have an obligation to tell MSD of any changes in their circumstances, as part of the conditions of receiving income support.