Dealing with Work & Income For the First Time
Dealing with Work and Income (WINZ) can feel overwhelming, especially if it’s your first time. Many people feel nervous walking into a WINZ office or applying for support online, but knowing what to expect can make the process much easier. WINZ is there to help people who need financial support, housing help, or assistance finding work — and you have the right to ask for the support you need.
Getting Ready for Your First Visit
If you’re going into a WINZ office, it helps to be prepared. Bring:
Photo ID
A recent bank statement
Your IRD number
A New Zealand mobile number or email address
Proof of your situation (for example, a redundancy letter)
Anything else WINZ has asked you to bring
It can be a stressful experience, so consider taking a support person. They can sit with you, help you stay calm, and take notes so you don’t have to remember everything.
When you arrive, check in with the receptionist and wait for your case manager to call your name. Try to arrive a little early so you don’t feel rushed.
Your Client Number
Everyone who uses WINZ gets a nine‑digit client number. You’ll find it on letters from:
Work and Income
StudyLink
Super Seniors
Youth Services
The Ministry of Social Development
It’s also printed on your Community Services Card or SuperGold Card. This number helps WINZ find your records quickly.
Applying Online
You can apply for most benefits online by creating a MyMSD account at my.msd.govt.nz. . With MyMSD you can:
Apply for support
Check your payments
Update your details
If you’re new to WINZ, it may take a few days to get your client number and finish your registration. The WINZ website is free to use on Spark, Vodafone, 2degrees, and Skinny mobile networks — it won’t use your data.
If WINZ Says No
If WINZ refuses to give you support, you don’t have to accept the decision straight away. You have the right to ask for a Review of Decision, which is a formal process where WINZ looks at your situation again. This can be helpful if you think they misunderstood something, didn’t have all the information, or made a mistake. You can ask for a review in person, over the phone, or through MyMSD. Once you request it, WINZ must explain their decision clearly and reconsider it.
If You Owe WINZ Money
If you have a debt with WINZ, don’t panic — lots of people do, and it doesn’t mean you’re in trouble. WINZ won’t expect you to pay it all back at once. Instead, talk to your case manager about setting up a payment plan. They must work with you to find an amount you can realistically afford, even if it’s very small. If your situation changes — for example, if your income drops — you can ask to have the repayment amount lowered. It’s always better to talk to WINZ early, before the debt grows or becomes stressful. You can also ask for a breakdown of the debt so you understand exactly what it’s for.
How The Loft Can Help You
The Loft can help you figure out what you might be entitled to and help you navigate the WINZ system. In some situations, we can provide advocacy. If you’d like guidance or someone to talk things through with contact us, and our team can help you take the next steps confidently.