MyMSD walkthrough, beating the phone queue, and going overseas on a benefit

Register for MyMSD

1. You need a client number (9 digits). If you don't have one and can't wait for it to arrive, phone 0800 559 009 and staff will talk through your situation.
2. Go to my.msd.govt.nz and choose Register for MyMSD. Enter your client number and date of birth, accept the terms of use and privacy policy, and enter the 6-digit code sent to your mobile or email.
3. Then log in with a 4-digit PIN you choose, or with RealMe.
4. If you don't have a registered email or mobile, or you can't use MyMSD, phone 0800 559 009.

When the phone queue is long

• Call as soon as lines open (7am weekdays); try mid-week afternoons if mornings are jammed. I couldn't verify live wait-time data.
• Ask whether a call-back is available if you're offered one (I could not verify the current call-back rules).
• Service Express (0800 33 30 30) is an automated 24/7 service: check payment dates, appointments and debts, or reset your payment card PIN. It doesn't take new applications.
• Use MyMSD for anything it can do. A written record in the system beats a phone call.
• Visit a service centre if you urgently need cash or food, or can't use a phone. Bring ID.
• Use a support person or agent (form) so a budgeter or advocate can handle calls with you.
• Keep a log: date, time, name, what was agreed. Ask for decisions in writing.

Going overseas on a main benefit

The rules cover Jobseeker Support, Supported Living Payment, Sole Parent Support, Youth Payment, Young Parent Payment, Emergency Benefit and Emergency Maintenance Allowance.

1. Tell Work and Income before you leave New Zealand: in MyMSD choose 'Something has changed', or phone. Give departure and return dates and the reason, with proof. A partner travelling with you must tell them separately.
2. If the reason is approved, the main benefit continues for up to 28 days. Approved examples include a job interview, a strong chance of a job offer, a seriously ill family member, a funeral or wedding, being a party or witness in a court case, or medical treatment.
3. Longer absences are possible only in some cases: up to 6 weeks for the Special Olympics or Paralympics; up to 2 years for vocational training, disability assistance dog training or medical treatment not available in NZ (listed under Supported Living Payment).
4. If there's no approved reason, your main benefit will most likely stop the day after you leave. Some benefits (Sole Parent Support, Supported Living Payment) can continue in limited cases when you have no work obligations; the listed exceptions don't include Jobseeker Support.
5. Other payments (Accommodation Supplement, Disability Allowance, Winter Energy Payment) may continue for up to 28 days only if you keep meeting their criteria, such as ongoing costs.