Client experience online surveys
You may be asked to complete an online survey telling us about your recent experience with us. Your feedback will help us improve our services.
How it works
We'll send you a link to an online survey by email.
The survey will ask you some questions about the service you've recently received from us.
It's voluntary and will take a few minutes. If you want to do it, you'll need access to the internet and normal data charges will apply.
The link is valid for 5 days from when it's sent.
As well as our usual surveys, you may also be invited to take part in voluntary research about your experience with our employment services. These invites are sent by email from noreply@surveys.msd.govt.nz.
Get a copy of your response
If you want a copy of your completed survey, email us with your:
- name
- client number, and
- postal or email address you want us to send the response to.
Not happy with your experience
If you're not happy about your experience with us, you can still give us your feedback through the survey. You can also make a formal complaint.
What we do with your feedback
Your feedback helps us understand what we're doing well and where we can do better, and may be used to improve services, systems and the way we work with clients, whānau and communities.
To achieve this, your feedback may be shared with other parts of MSD. We will not routinely share your name apart from the purpose of following up with you, or to investigate, your feedback.
In some situations, authorised staff may be able to identify and contact you where necessary, for example if:
- we think we may be able to fix or improve things for you
- we want to better understand your experience
- we're worried you or someone else is being harmed or is at risk of harm (we may also contact emergency services if needed)
- we think we might be paying you too little or too much (based on your feedback)
Please note that this feedback service is not a way to challenge or appeal decisions made by MSD. If you disagree with a decision about your entitlement or assistance, you should use our Review of Decision process.
We'll keep your information safe
We'll keep your information safe and secure so unauthorised people can't use it. We have systems and safeguards in place to control how we collect, manage and use your feedback. These help us to keep it safe.
Check the survey is valid
If you get an email, it will come from noreply@surveys.msd.govt.nz.
We'll never ask you to provide personal details, e.g. passwords or bank account numbers, as part of this survey.
If you're not sure the survey you received is valid, please contact us.
Don't want to get these surveys
If you don't want to get these client experience surveys from us in the future, you can opt out by selecting the 'opt-out' button in the email, or contact us.
Questions or concerns
If you have any questions or concerns about the survey, you can fill out our online feedback form on the Ministry of Social Development website. You need to:
- select the option 'Complaints and compliments'
- tell us that your feedback is about our client experience survey.