Work and Income apologises to man
Work and Income has apologised to a Southland man after a staff member told him to use depression medication when he attended a benefit review meeting.
David Smith said he was at the meeting with three case workers at the Queenstown Work and Income office in February when the issue of his depression came up.
One of the staffers said he should use depression medication, he said.
‘‘She said she had depression, and it worked for her.
‘‘I said, ’you’re not a medical professional’.’’
Smith said he tried three different medications but made the choice to drop medication with the approval of his doctor. ‘‘They didn’t work for me.’’ At the same Work and Income meeting, Smith said he mentioned his eyesight and that he needed glasses when one of the staff told him to buy glasses from a ‘‘two dollar shop’’.
‘‘They said they’re exactly the same as Specsavers,’’ he said.
An optometrist had advised him that he needed glasses for short distances and reading.
Smith was shocked by advice given by the staff.
‘‘Both of them had glasses, and I am sure they wouldn’t go down to the the two dollar shop if they had an eye problem,’’ he said.
Both instances were unprofessional because he made the appointment to discuss his backpay, not his mental health or eyesight, Smith said.
‘‘That’s why we have medical professionals, and dentists and optometry,’’ he said.
Ministry of Social Development southern regional commissioner Sue Rissman said ‘‘neither conversation was appropriate’’.
It was true that Work and Income staff discussed with Smith the importance of taking prescribed medication, Rissman said.
‘‘At the same meeting he was advised that we could assist him with an advance of $249 for glasses.
Smith was adamant he did not want a debt and he was not keen on an advance, which lead to a discussion about other ways that Smith could get cheaper glasses from other stores in town, she said.
Work and Income staff should not make any comment about a person’s health condition, Rissman said.
‘‘The branch manager has personally apologised to Mr Smith.
‘‘We are not aware of any other complaints of this nature.’’
When the ministry become aware that a client had not received the appropriate and correct service from staff, they acknowledged it and would apolo- gise, she said.
‘‘Whether a person elects to go public with those details is up [to] them.’’
In April, Smith wrote a letter to Social Development Minister Anne Tolley to complain.
Smith received a response on May 5, from Ministerial and Executive Services general manager Elisabeth Brunt, who said she was concerned to read Smith’s description of events and offered her apology.
‘‘Work and Income endeavours to provide professional service at all times, and it is disappointing to hear of instances where that may not have happened.’’
Smith said he had been told by his advocate that the apology letter was very rare.
Smith was at the Queenstown Work and Income office to discuss his benefit being cut because he had received a backpay, which put him over the cash asset threshold to be eligible for assistance. On May 9, he won his case. A letter to Smith says the backpay covered expenses incurred while Smith awaited a decision on applications for ministry benefits, the accommodation supplement and temporary additional support.
‘‘It would be unfair to use these arrears as a reason to stop you form receiving on-going Temporary Additional Support payments,’’ the letter says.