Your debt with us

We can help you manage any money you owe to Work and Income.

When a debt is created, we'll check to see if this happened because of an error we made. If it's because of an error we made, we'll check against a list of criteria to see if we can write it off.

If it wasn't because of an error we made, or we can't write it off, we'll send you a letter to let you know about it.

How we can help with your debt

If you have a debt with us, we're here to help.

We can help with:

  • a breakdown of your debt, if you want one
  • debt repayments 
  • what to do if you don't agree with your debt, and
  • support for managing your debt.

There are 2 common ways to get into debt with us:

  • We paid you too much money (an overpayment). This could happen if you didn't tell us:
    • your correct income before we paid you
    • about a change in your circumstances
  • We paid you money for something which you agreed to pay back. This is usually for something you really needed and couldn't afford at the time, e.g. a:
    • washing machine,
    • school uniform, or
    • rent payment.

If you want to get a breakdown of your debt, you can. How you get the breakdown depends on whether you get a benefit from us or not.

  • If you get a benefit from us, you'll be able to see a breakdown of your debt in MyMSD from 2018 onwards. If you want details of your debt from before 2018, you'll need to contact us.
Go to My MSD login
  • If you don't get a benefit from us, you can contact us for a debt breakdown.

If the debt breakdown is quite complex, it might take a few days to get this for you. It may be best for us to give it to you in writing as well. If this is the case, we'll let you know when you contact us.

How to contact us

If you're getting payments from us, call us on 0800 559 009

If you're not getting payments from us, contact our Client Support Debt Management Team

Our staff will talk you through the debt and how it was created, and give you a breakdown of it.

How much you repay and how you pay your debt back depends on whether you get one of these payments from us:

  • a main benefit
  • NZ Super or Veteran's pension, or
  • Accommodation Supplement.
Repaying debt while getting one of these payments
Repaying debt if you're not getting one of these payments

If you think we've made a mistake with your debt, you can call us on 0800 559 009

They can:

  • explain why you have a debt
  • consider any new information you give us
  • start a review of the decision if you ask them to.

We have support to help you budget, deal with debt and manage your money.

This includes information about:

  • budgeting support
  • MoneyTalks - a free financial helpline
  • joining a MoneyMates support group, and
  • talking to a financial mentor.
Managing your money

If you want someone else to talk with us about your debt, you need to fill out a form to nominate them as your agent.

Having someone act on your behalf