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Ombudsman role with Oranga Tamariki care or custody providers

Under new legislation, from 1 May 2023 the Chief Ombudsman may receive complaints about Oranga Tamariki’s care or custody providers.

A care or custody provider is contracted by Oranga Tamariki to provide care or custody services to children/tamariki and young people/rangatahi under s396 of the Oranga Tamariki Act 1989. This includes s362 and s364 providers.

Care or custody providers can be:

  • iwi social services
  • cultural social services, such as Kaupapa Māori, Pacifica
  • child/tamaiti and family support services
  • community services.

Under the law, the Ombudsman is able to receive complaints about the support and services provided by care or custody providers. Previously, any complaints would have been dealt with by the Ombudsman through Oranga Tamariki. As of 1 May 2023, Ombudsman staff are now able to contact providers directly to resolve complaints.

The Ombudsman also has a role to provide guidance to care and custody providers on managing the complaints they receive.

Watch this video message for care or custody providers from Chief Ombudsman Peter Boshier.


Read more about the oversight of the Oranga Tamariki system legislation and the strengthened role of the Ombudsman

Support from the Ombudsman

To help you understand the Ombudsman’s role and function and effective complaints handling processes, read the following resources available on this website.

Effective complaint handling

Download a printable factsheet for care or custody providers

Watch this webinar about the Chief Ombudsman's enhanced focus on the Oversight of Oranga Tamariki, including the complaints process.

The Chief Ombudsman and staff are happy to work with care or custody providers, answer any questions and talk through the changes in more detail. If you aren’t sure whether this applies to you, then you can check in with the Ombudsman to find out.

Frequently asked questions

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Contact us

Complaints to the Ombudsman about Oranga Tamariki or one of its care or custody providers:

Freephone: 0800 184 184

Email: [email protected]

For general enquiries and complaints:

Freephone: 0800 802 602

Last updated