Help on how to apply
Questions and answers about using the online Financial Assistance Application Form.
Why don't I have any back, save and exit buttons?
This most frequently occurs on the address details page, the cause is slow internet dial up connection.
Most dial up connections are fine, however there are a few that are too slow to completely load the information on this page before the page time-out, this is because there is a drop-down box which had every town and city in New Zealand in it.
This takes a while to load and since the buttons are the last object on the page to load, in some circumstances the page will time out before it has had time to completely load.
Those that encounter this issue will need to log on from another internet connection, or complete the manual application process.
Why will it not accept my income details
The fields will only accept numeric characters with the exception of a comma and a ‘.’ before another two numeric characters. It won’t accept a $ sign.
Some examples of correct entries are:
- 150.05
- 1,000.50
- 120
If you enter these details and are still getting an error, go to the previous screen then enter the screen again, this will refresh the screen and there shouldn't be problem.
I'm getting an error when I enter my bank account?
For the question “What bank account do you want the benefit paid into?” on the bank account details page you need to enter:
- the name of your bank
- the name of your branch
- your account name.
For the question “The account number is:” you need to enter your bank account number. This is made up of:
- bank number - this is the first two digits of your bank account number
- branch number- this is the next four digits
- account number- this is the next seven digits
- suffix - this is the last two or three digits.
If you are still having trouble with an error saying the bank account is invalid, once the bank account is correct. Please go back to the previous page and re-enter the page and compete. If this works for please email your username, date and time that this occurred to workandincome_onlineservices@msd.govt.nz
Why is my bank not in the drop-down list?
Co-operatives and credit unions, such as the PSIS, aren't banks. They use other banks to do their banking. Their customers will have been given an account number for the bank that the co-operative or credit union uses. They should enter this number rather than their co-operative or credit union customer number.
For example, a customer of a credit union which trades under Westpac will have been given a Westpac account number to use so should select ‘03 - Westpac' from the drop down list.
My employment details disappear when I click Continue?
This happens when you select the ‘Indicate if you have had any other employment in the last 52 weeks' field. When you click on continue, the employment details that you enter are saved and you are given a new page to enter the employment details of the next job.
This may appear that you have lost what information you entered.
Once you have entered all employment details for each job that they have had ,either current or in the last 52 weeks, remove the click from the ‘Indicate if you have had any other employment in the last 52 weeks' field ‘. Then you will click on ‘Continue' they will move to the next question.
What if I can't remember my password or security question
If you forget your password and the answer to your security question, you won't be able to access your user account. You'll need to create a new user account.
What if I can't remember my user ID?
If you forget your user ID, you won't be able to access your user account. You'll need to create a new user account.
Should you use the online application form?
Yes, if you're aged 16 to 64, and a New Zealand citizen or permanent resident. If this isn’t you, please contact us about applying.
If you think you may have delays in submitting your application form, contact us now if you haven't already done so. This is so we can grant you the assistance you're entitled to as soon as possible.
What assistance can you apply for with the online form?
Most benefits but:
- not New Zealand Superannuation
- not Veteran's Pension.
When you meet with us we'll make sure that you get all the assistance that you're entitled to.
If you want to apply for New Zealand Superannuation please call 0800 552 002
If you'd like to apply for Veteran's Pension contact the Veteran's Pension Centre on 0800 650 656. Veterans may be entitled to other special benefits or pensions.
If you’re struggling to support yourself or your family, please contact us. We can often help in some way. We may be able to give you assistance, advice, or refer you to another agency.
How do you apply using the online form?
You need to:
- Log on/Register
- Complete the form and submit it
- Meet with us to provide all the supporting documents.
You (and your partner if you have one) will be asked questions based on your circumstances:
- Questions are split into sections.
- After completing a section, you'll be shown a summary of your answers.
- Check that your answers are correct then select 'next' to move to the next section.
- After the last section you'll be shown a summary of all your answers.
- Once you are happy that your answers are correct, submit your application.
- In most cases you'll then need to contact us to arrange a meeting.
- At your meeting you need to provide us with all the supporting documents needed to complete your application. You also need to sign your application form.
How long does the form take?
This depends on your circumstances. The questions we ask are determined by your previous answers. This is so we ask you as few questions as possible.
Do you have to complete your application form in one sitting?
No. You can complete the application form in as many sittings as you need, provided you do so within 60 days of first starting your application.
Get your assistance as soon as possible by submitting your application now. We may be able to grant you assistance from when you first contact us or from when you submit your application, whichever comes first.
How long will your answers be saved for?
We'll keep your answers for 60 days from the date you first started filling in your online application form or until you submit your application form.
How long do you have to complete your application and provide your supporting documents?
You have 20 working days from when you first contacted us. Submitting your application form counts as contacting us. You'll need to provide us with any supporting documentation required for your application within this time. If you don't do this, you may have to reapply.
If you can't complete your application within 20 working days for any reason, please contact us.
When will Work and Income get your application form?
We’ll get your application form after you submit it. We won’t view or action your application details until then.
When will you be paid?
This depends on your circumstances.
You must first complete your application. This includes meeting with us and providing all the necessary supporting documents. We'll then grant you any benefits that you're entitled to and tell you the date that your entitlement starts. This date will depend on your circumstances.
Normally you’ll be paid the week after your entitlement starts.
To get your assistance as soon as possible, submit your application now. We may be able to grant you assistance from when you first contact us or from when you submit your application, whichever comes first.
Can you change your answers?
Yes. You can go back and change your answers up until you submit your application.
Once you submit your form you can’t make any changes. You’ll need to start a new application form.
If you change an answer, this may mean that you'll have to answer some new questions that are dependent on that answer.