Outcomes - Selected Case Summaries



Delays in decision making on application for assistance

Early Resolution | 25 May 2021
Needs Assessment Unit (NAU)

A physically disabled, unemployed man applied for financial assistance from the NAU in July 2020. By May 2021 he had still not received a response to his application. He had received food vouchers between July 2020 and March 2021, but then that benefit was discontinued without an explanation.

We contacted the NAU to determine what response, if any, the unit had made to the complainant’s requests for assistance. The NAU told us that benefits issues were resolved internally and explained why certain benefits can often take longer to process.

The NAU told us that the process to apply for personal financial assistance can be a lengthy one for clients because of extensive due diligence requirements. In addition, there is a long waiting list for the service.