What happens if the Ombudsman investigates
We’ll let you know if your concern will be investigated. Here’s what happens next.
Starting an investigation
An investigator will contact you to tell you the Ombudsman is going to look into your complaint. We call this an ‘investigation’.
The investigator who contacts you may be different to the first person you spoke to.
During this time, the investigator gathers information from lots of different places. The investigator will keep you updated on how it’s going.
Sometimes we can find a way to fix your problem. If this happens, the investigator will talk to you, and if you’re happy, the investigation will end.
If at any stage the Ombudsman can’t help you, we’ll help you to find someone who can.
During an investigation
We’ll look at all the information found and use it to form a view about what’s happened.
We'll share what’s found with you. You’ll get a chance to read the findings. We can also talk to you about them. If you want, we can visit you to talk about them.
We’ll also share it with Oranga Tamariki or the care or custody provider you’ve complained about. This is to hear their thoughts.
The view will outline what the Ombudsman has found and ideas for how to fix the problem. We call these ‘Remedies’ and ‘Recommendations’.
This is when the investigation ends.
After an investigation
We’ll check in with Oranga Tamariki or its care or custody provider. This is to make sure the recommendations are completed.
Tell your story
If you have any questions or would like more information, please get in touch with us.