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 either:

  • email, or
  • text.

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.

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. We'll use your feedback to improve services, systems and the way we work with clients, whānau, and communities.

    Your feedback will also be used by your local office or contact centre, but your name will not be included.

    In some situations, the survey team may get in touch with you, 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 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).

    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:

    We'll never ask you to provide personal details, eg, 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, if you get an email
    • reply 'STOP', if you get a text
    • contacting 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.