Ministry of Social Development (MSD) payments

We know it can be inconvenient not knowing when your MSD payments will show up in your account, so we’ve made a change to ensure you get your money at the same time, every time.

What do I need to know?

Up until 18 March 2020, your MSD payments have been arriving in your account at different times, making it difficult to plan ahead. From Thursday 19 March 2020, your MSD payments will be processed at 11pm on the same day you’re used to receiving them, provided we've received them.

It’s important to remember that the only change we've made is the time your payment will be available in your account. Everything else will stay the same.

We hope that knowing you’ll get your payment at the same time, every time will give you more certainty to manage your money.

Which MSD payments are affected?

Any payments you receive as a customer of MSD will be affected. This includes benefits as well as Accommodation Supplement, NZ Super or Veteran’s Pension, StudyLink and Youth Payments.

What will these changes mean for me?

Making payment times consistent means you:

  • will know exactly when your MSD payment will be in your account
  • will have more certainty, peace of mind and control over your finances
  • won’t have to check your balance as often
  • won't need to call us to check when the payment is being paid into your account.

Will I need to do anything?

If you have automatic payments going out the day your payment is usually due, you might want to make sure you have funds in your account to cover them or you can change the date they go out.

Any direct debits you have set up won’t be affected by this change as they're processed after 11pm.

How it works: Richie’s weekly payment from MSD

Richie is getting a Jobseeker Support benefit from MSD while he looks for a new job. At the moment, he receives his regular payment into his Kiwibank account every Tuesday sometime between 6pm and midnight. This makes it hard for Richie to know for certain when his money will be available.

From 19 March 2020, Richie’s money will be available at 11pm every Tuesday night, provided we've received them. To make sure he has enough money available for his rent, he goes online and updates his automatic payment so it'll go out of his account on Wednesday.

Now that he knows exactly when his money from MSD will be available in his account, he can check his account balance less often.

Frequently asked questions

How do I set up internet banking and the mobile app?

Follow our step-by-step guide to set up internet banking and the mobile app. To get started, you can download the mobile app from the App Store or Google Play by searching 'Kiwibank'.

For hands on help, we have specially trained digital experts in over 70 Kiwibank branches. You can also visit your nearest Kiwibank or call us on 0800 113 355.

What if I’d rather call to check my account balance?

If you need to call to check your balance, you'll get five free phone calls to our contact centre each month including phone banking. After this, it will cost $5 per call to speak to a customer service representative or $0.50 per call to our automated phone banking system.

If you’re calling from overseas, charges by your network provider may apply.

Why is Kiwibank changing payment times?

Not knowing exactly when MSD payments will arrive into customer accounts causes some of our customers a lot of stress. Having looked at the trend of when MSD payments arrive into customer accounts, we’ve seen 11pm is the best time to provide payment certainty – so customers receive them at the same time, every time.

Can you guarantee that MSD payments will show up in customers’ accounts at the same time, every time?

We're committing to processing MSD payments at 11pm on the day we receive them. There may be times when events outside of our control, like a system outage, could delay payments, i.e. we may not have received the payments in time to process them by 11pm. If this happens, then we’ll process them as soon as we can.

Will this change also apply to MSD’s one-off same day payments to customers?

Yes. However, MSD reminds customers of the payment time at the time the payment is arranged.

Does Kiwibank charge for phone calls?

Customers get five free phone calls to our contact centre each month including phone banking. After this, it will cost $5 per call to speak to a customer service representative or $0.50 per call to our automated phone banking system. If you’re calling from overseas, charges by your network provider may apply.

There's now more certainty for when money will be available into our customers' accounts which should limit the number of times they need to call us.

Is Kiwibank making interest from holding these payments?

No. While we receive MSD payments at different times during the day, we don’t earn interest on processing them by 11pm.

Where can I get help?