How many, if any, requested call-backs from Ministry of Social Development contact centres were disconnected before the caller spoke to a staff member, broken down by month, from 1 January 2025 to 30 June 2026?

Answer

I am advised that the Ministry of Social Development (MSD) does not record or retain data on the number of requested call-backs that were disconnected before a caller spoke to a staff member. Accordingly, this information cannot be provided. MSD's callback service allows eligible callers to retain their place in the queue and receive a return call rather than remaining on hold. During a callback, two attempts are made to contact the caller. If neither attempt is successful, a text message is sent advising the caller that their place in the queue will be held for the remainder of the day if they call back from the same number.