How do I make a complaint about MSD’s response to my claim?

If you are unhappy about MSD’s offer, you can talk to them about your options 

Making a complaint can bring up a range of emotions. Learn where you can find support to help you. 

You do not have to accept the Ministry of Social Development's (MSD’s) offer. If you do not accept their offer, they will talk to you about what other options are available.  

These may include:   

• If you had an individualised claim assessment:
  • asking for a formal review of your individualised claim assessment   
  • if you have not received a rapid payment offer, you may also be able to request one. 
  • talking to your lawyer about your options.
• If you receive a rapid payment offer: 
  
  • talking to MSD if you think they made an error in their rapid payment assessment 
  • asking for an individualised claim assessment 
  • talking to your lawyer about your options. 

Learn about where you can get legal advice and support.

What happens if MSD reviews your individualised claim assessment 

If MSD reviews your individualised claim assessment, they will go through their decision with you once their review is finished. They may also find further information during the review which they can give you.

They may discuss  a payment offer with you. This payment offer could be higher than or the same as their original offer.

You may want to get legal advice about your options before you decide whether to accept this offer. 

You can make a complaint about MSD’s response to your claim 

If you are still unhappy about MSD’s response to your individualised assessment claim (or you are unhappy with the rapid payment offer), you can make a complaint to MSD by: 

• phone: 0800 631 127 
• email: historicclaims@msd.govt.nz     
• post to: Ministry of Social Development, Historic Claims, PO Box 1556, Wellington 6140.   

You can make a complaint to the Ombudsman 

If you are still unhappy after making a complaint to MSD, you can take your complaint to the Ombudsman by: 

• phone: 0800 802 602 
• email: info@ombudsman.parliament.nz  
• post to: The Ombudsman, PO Box 10152, Wellington 6143. 

Find out how the Ombudsman can help you.