Thousands Call New Enquiry Line
More than 13,000 calls have been received by an Enquiry Line launched in June 2009 to give veterans quicker and better access to services and advice.
“The response to the Enquiry Line has been extremely pleasing,” said Veterans’ Affairs New Zealand (VANZ) Manager Corporate and Commemorations Elaine Myers-Davies. “We are currently receiving around 2000 calls a week.”
“It has been an outstanding success, with 98 percent of calls during its first month responded to and resolved at the first contact with the caller.”
VANZ has been working hard to meet the needs of veterans and to focus on improving the delivery of services.
The Enquiry Team, which is comprised of four staff, can help veterans with inquiries about pensions, information in respect of the Veterans SuperGold card, and details about ex-service memorials and funding for commemorative activities.
The most common queries so far relate to war disablement pension eligibility. The Enquiry Line also provides information on how veterans can get a case manager, how the case management system works and what is available through the case management service for partners and children of veterans.
If the caller is actively case managed, it is necessary for the team to refer the call to the case manager, so that the ongoing requirement for services and support can be continually reassessed.
0800 4 VETERANS (0800 483 8372).