MIQ referring to debt collectors regardless of Fee waiver application status

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cokemaster

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#289961 12-Oct-2021 10:20

Hi Everyone,

I’ve become aware that MIQ are now engaging debt collectors regardless of your Fee waiver status.

The communications appear to come from “Milton Graham“ which appears to be “illion New Zealand Ltd”.

Trying to find out more information.

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#2793771 12-Oct-2021 11:13

So I’ve gotten off the phone with MIQ.

They have confirmed that this is a result of their billing system not being linked to their fee waiver system. The agent involved has raised this to their supervisor who has stated that there are no plans to link the two together, nor is there apparently anyway for MIQ contact centre staff to escalate to the fees team who have implemented this change.

Their advice has been “to call the debt collection agency and refer them back to MBIE”

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#2793775 12-Oct-2021 11:25

How long after MIQ did you get hit with this? I've been back 7 months and had no correspondence (except a nurse follow up) since I left.

cokemaster

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#2793808 12-Oct-2021 11:48

My father in law went through MIQ in Feb 2021. The invoice was issued in May 2021.

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CruciasNZ

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#2793974 12-Oct-2021 13:57

Use of debt collectors is perfectly reasonable. Not linking a fee waiver system and thereby paying debt collectors to try collect on debts that don't exist is stupid; checks out for a government department.

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#2793987 12-Oct-2021 14:08

cokemaster: My father in law went through MIQ in Feb 2021. The invoice was issued in May 2021.

According to MIQ this is the supposed process... if they are getting Debt Collection letters it sounds like correspondence is being sent to an incorrect address??

"MIQ sends reminders before the due date which include details of how to pay, how to apply for an instalment plan, and what to do if the person considers they are not liable or are exempt.

After the due date a further letter will be sent requesting payment. This letter also contains details about how to apply for an instalment plan.

If the person does not contact or pay, a decision will be made about the most appropriate course of action, including debt collection agency referral. This decision will be made applying a consistent set of factors and would only occur when it is 90 days or more overdue.

https://www.miq.govt.nz/about/media-centre/common-topics-for-media-questions/fees-and-waivers/

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#2793988 12-Oct-2021 14:08

CruciasNZ:

...checks out for a government department.

Was thinking this myself.

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#2793999 12-Oct-2021 14:17

It's from one extreme to another. First they weren't sending out invoices or allowing to pre-pay. (My Sister tried a considerable number of times to pay and was told they couldn't process her payment and to wait). I'd echo the opinions of others that this is typical government stuff.

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#2794134 12-Oct-2021 18:04

wellygary:

...

According to MIQ this is the supposed process... if they are getting Debt Collection letters it sounds like correspondence is being sent to an incorrect address??

...

I can confirm that they've sent the invoice (my email account was used as a contact) and immediately upon receipt, we have followed the procedures for lodging a 'Fee Wavier' application.

They have sent an overdue notice around August where I called them again and was advised to email fees@miq.govt.nz to notify them that a Fee wavier application was in progress. This was done.

No response has been received from them until the debt collectors started emailing me this morning. What makes this more amusing that the debt collectors refuse to give any further information, so I've gone with the "this debt is disputed, this FWA-xxxxxxx-xxx number is the fee waiver application, talk to MBIE, not to me" line.

The funny thing is - if this was a private company, I am familiar with the steps of dealing with this, but a government agency (and not a fine)... new ground for me.

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#2794141 12-Oct-2021 18:15

Time to contact fair go or a national news reporter?

cokemaster

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#2794158 12-Oct-2021 18:19

As we speak, I'm writing to the CEO of MBIE.

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#2794184 12-Oct-2021 18:33

Write direct to the minister rather than MBIE.

I'd do both Stuart Nash and Chris Hipkins. Their emails are their first initial "." Last name @ministers.govt.nz.

Obviously the minister isn't going to directly reply, but it's literally their teams jobs to step in and sort stuff out when processes fail. Mention media risk, that gets them talking a but more.

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#2794190 12-Oct-2021 18:48

Ensure you also email the miq complaints email - I assure you that gets attention and quickly.

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#2794202 12-Oct-2021 19:21

wellygary:

According to MIQ this is the supposed process... if they are getting Debt Collection letters it sounds like correspondence is being sent to an incorrect address??

"MIQ sends reminders before the due date which include details of how to pay, how to apply for an instalment plan, and what to do if the person considers they are not liable or are exempt.

After the due date a further letter will be sent requesting payment. This letter also contains details about how to apply for an instalment plan.

If the person does not contact or pay, a decision will be made about the most appropriate course of action, including debt collection agency referral. This decision will be made applying a consistent set of factors and would only occur when it is 90 days or more overdue.

https://www.miq.govt.nz/about/media-centre/common-topics-for-media-questions/fees-and-waivers/

Typical govt sending letters about important things like this. They really should have to try harder before handing things over to collections. Govt is terrible for having wrong addresses for people because every department and organization seems to want to maintain their own customer database and never update it.

Richard rich.ms

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#2794413 13-Oct-2021 11:27

Ge0rge: Ensure you also email the miq complaints email - I assure you that gets attention and quickly.

I can assure you this is 100% correct

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#2797611 19-Oct-2021 14:12

@cokemaster - there have been numerous complaints made last week by people who have received debt collection notices while fee waivers are still in processing. Work is being undertaken to address this.

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