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Streetwise / Interview Room / Work and Income
Interview Room · checked 8 Oct 2026

Walk into Work and Income ready.

Tell us why you are going. We give you your own checklist: what to bring, what help to ask about, and your rights in the room. It takes a minute and nothing you tick leaves your device.

Step 1 of 2

Why are you going to Work and Income?

Your rights in the room

Someone can speak for youTell staff on the day that you want someone to act for you, and they can for that meeting. For longer, there is an Appointment of Agent form.
Ask for an interpreterWork and Income offers interpreters, and some staff speak other languages. Ask when you book.
A private room or a home visitYou can ask for a meeting room, or a home visit if you have mobility problems.
See what they hold about youUnder the Privacy Act you can ask for the information Work and Income holds about you, and ask for it to be corrected.

If you disagree with a decision

  1. Talk to them firstCall 0800 559 009. Some problems are fixed over the phone.
  2. Ask for a Review of DecisionIn writing, within 3 months of being told about the decision. Say when you were told, what the decision was and why you disagree. Use the form or a letter.
  3. They look at it againWork and Income reviews its own decision and writes to you, usually within 2 weeks.
  4. Benefits Review CommitteeIf the decision stands, two staff who were not involved and a community representative hear it. You can bring a support person, advocate or lawyer.
  5. Social Security Appeal AuthorityStill not right? You can appeal within 60 working days (about 12 weeks) of getting the Committee's decision.

Decisions based on medical grounds go to the Medical Appeals Board instead.

Help people often miss

Accommodation SupplementA weekly payment towards rent, board or home ownership costs. Not for public or social housing.
Temporary Additional SupportA weekly payment for up to 13 weeks when you cannot cover essential costs.
Food grantYou do not need to be on a benefit, and you do not pay it back. It comes on a payment card you spend within 7 days.
Special Needs GrantA one-off payment for an essential or emergency cost you have no other way to pay.
Advance Payment of BenefitFor people on a benefit or pension with an urgent cost. You pay this one back.
Disability AllowanceUp to $82.85 a week for ongoing costs from a disability likely to last 6 months or more. You do not need to be on a benefit.

Free, independent help

Citizens Advice BureauFree, confidential advice. 0800 367 222
Community LawFree legal advice at a local centre. Find your centre
Auckland Action Against PovertyFree advocates for Work and Income issues, nationwide. [email protected]

Questions people ask

Do I need an appointment?

Usually. You apply online through MyMSD first, and MyMSD tells you if you need to come in. Work and Income says that in most cases it needs to see you face to face. At the appointment your case manager checks your ID and checks you are getting everything you qualify for.

What ID do I need?

Two identity documents, at least one from the government. They must be originals, not copies or certified copies, and government ID must be current or no more than 2 years expired. You can skip this by verifying online with Identity Check. A partner must bring their own ID into a service centre.

Can someone come with me and speak for me?

Yes. You can tell staff you want someone to act for you at that meeting. For an ongoing arrangement, use an Appointment of Agent form, and the agent brings their own original government ID.

How long do I have to challenge a decision?

Ask for a Review of Decision within 3 months of being told about it. It must be in writing. The time can be extended if there is a good reason.

Do I have to pay back a food grant?

No. You do not have to be on a benefit to get one, and you do not pay it back. An Advance Payment of Benefit is different: that one you pay back.

What is the traffic light system?

It applies to Jobseeker Support, Sole Parent Support and some other clients. Miss an obligation without a good reason and you go to orange: contact Work and Income within 5 working days. At red your benefit can be cut: one failure means 50% less for 4 weeks. Each failure counts for 2 years.

How do I contact Work and Income?

Call 0800 559 009 (under 65), Monday to Friday 7am to 6pm and Saturday 8am to 1pm. Over 65: 0800 552 002. You can also use MyMSD online.

Sources Work and Income: what to bring · reviews of decisionsChecked 8 October 2026Streetwise. Free, no sign-up.

Every fact comes from Work and Income and the Ministry of Social Development. Streetwise is independent: we are not Work and Income, and this is general information, not advice about your case.

Still not sure? Work and Income · Citizens Advice Bureau · Community Law.

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Sources: what to bring, appointments, someone acting for you, our services, reviews of decisions, traffic light system, telling us about changes, A to Z of benefits, phone numbers, Community Law.