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Care agencies in the Oranga Tamariki system

From 1 May 2023, the Chief Ombudsman will oversee the work of care and custody providers in the Oranga Tamariki system.

The Oranga Tamariki system is set up to provide support and services that ensure the safety and wellbeing of children, young people and their family and whānau.

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

A care or custody provider is contracted by Oranga Tamariki to provide care or custody services to tamariki and rangatahi under s396 of the Oranga Tamariki Act 1989. This includes s363 and s364 providers.

Care or custody providers can be:

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

Under the law, the Ombudsman will be able to receive complaints about the support and services from care or custody providers. Ombudsman staff will be able to contact these providers directly to resolve the complaint. To do this, Ombudsman staff will seek information about concerns raised. The Ombudsman will be able to investigate if needed.

The Ombudsman will also have a role to help providers to self-manage handling complaints they receive.

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 and custody providers (April 2023)

Over the coming months more information about the Ombudsman complaints process will be made available to care and custody providers.

The Chief Ombudsman and staff are happy to work with care and 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.

Contact us

Email: [email protected]

Freephone: 0800 802 602

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