What you can challenge
- Declined, stopped or reduced payments, changed start date, or the amount of an overpayment or debt.
- Obligation failures and sanctions (first dispute within 5 working days).
- Decisions made on medical grounds follow a separate process.
The steps
- Ring Work and Income (0800 559 009) and ask what the decision was based on. Ask if it can be fixed now.
- If not, request a Review of Decision: complete the form, or write a letter saying the date you heard about the decision, what it was about, and why you disagree. No legal language needed. Drop it at a service centre or post it.
- Internal review: Work and Income re-checks the original information and may phone you. A letter arrives within about 2 weeks. If the decision hasn't changed, it goes to the Benefits Review Committee.
- Benefits Review Committee (BRC): 2 Work and Income staff not involved earlier plus a community representative appointed by the Minister. You can attend at a service centre, by video, or by phone, with a support person, advocate or lawyer. Expect a letter and report about 10 working days after.
- Appeal: if you still disagree, you can appeal to the Social Security Appeal Authority within 60 working days of receiving the committee's letter. Use the online Notice of Appeal on the Ministry of Justice website, email SSAA@justice.govt.nz, or post to the Social Security Appeal Authority, Tribunals Unit, DX SX 11159, Wellington.
You can withdraw at any time by calling 0800 559 009 or contacting the BRC co-ordinator named on your hearing letter.
Scripts you can copy
Phone call first
Hi, I received a decision on [date] that [what happened]. I think it may be wrong because [reason]. Can you tell me exactly what information the decision used, and whether it can be corrected now? If not, please note that I want a Review of Decision.
Review of Decision letter
To: Review of Decision, Work and Income Client number: [number] Date I was told of the decision: [date] Decision: [e.g. declined Accommodation Supplement / stopped Jobseeker Support / debt of $X] I am asking for a Review of Decision because: [short, factual reasons and any evidence attached] What I want: [the decision reversed / backdated to date / debt reduced] Please send your decision in writing. I may bring a support person to any hearing. [Name, phone, signature]
Late application
I am applying outside the 3-month period. The reason I could not apply earlier was [illness / stress after redundancy / I did not understand the decision until I got advice from CAB]. I ask that this be accepted as a good reason.
Make it stronger
- Stick to facts: dates, amounts, who you spoke to, what they said.
- Attach evidence: payslips, tenancy agreement, medical certificate, bank statements, texts.
- Ask for the relevant parts of your file: you have a right to your own information under the Privacy Act.
- Get free help: CAB 0800 367 222, Community Law centres, or a community advocate. Take a support person.
- Keep complying with obligations while a review is in progress.
Sources
General information only. Confirm with the agency for your situation. Spotted something out of date? Email help@unemployed.nz.