Refund money you owe
How to refund money when you're a registered supplier or emergency housing supplier.
You may need to refund money for purchases made by our clients because:
- you were unable to supply the goods or services paid for
- there was an issue with the goods or services you provided
- we paid the wrong supplier, or
- a client left the emergency housing accommodation early.
You need to refund the money to us or the client, it depends on the type of payment it is.
One-off payments or payment cards
You need to refund the money to us when it's from:
- a one-off payment
- a payment made using a payment card
- regular payments made to SPARK (we'll process the refund and pay it back to the client), or
- emergency housing.
How to refund money to us
You can do this by direct credit:
Account name: Work and Income Debt Management
Westpac account number: 03-0049-0006243-25
You need to enter the:
- client's surname then initials in the 'Particulars' field, and
- letter C and the client's 9 digit MSD client number (without the dashes) in the 'Reference' field, e.g. C123456789.
If requested, enter 'RFD' in the code field.
Email us to confirm the refund
What you need to tell us in the email depends on how many refunds you're making.
If you're making 1 refund
Email Crown_Revenue@msd.govt.nz to confirm a refund has been paid and include details of:
- the amount
- customer’s surname and initial
- customer’s 9-digit MSD reference number
- what the refund is for, for example 'washing machine'.
If you're making multiple refunds
If you're making multiple refunds in 1 payment, email a schedule of these to Crown_Revenue@msd.govt.nz.
The schedule needs to include:
- a breakdown of refunds
- the client's surname and initials, and
- the client's 9 digit MSD client number.
In the email you also need to tell us:
- the day the bulk payment was made, and
- the total amount paid.
Regular payments
You need to refund money to the client when it's from an ongoing payment.
This might be because we made a payment after the client had stopped a weekly service. An example of this could be if a client stopped using a lawn mowing service, but didn't cancel the ongoing payment they had set up.
Exceptions to this are when the refund is for:
- regular payments made to SPARK (we'll process the refund and pay it back to the client), or
- emergency housing.
In both of these cases, you need to refund the money to us.