Ombudsman working to deliver more impact
The Ombudsman is completing an increasing number of complaints and is setting new goals for achieving greater impact.
Chief Ombudsman John Allen has just published the Office of the Ombudsman’s Annual Report 2025/26 and Strategic Intentions 2026-31.
“The Annual Report highlights significant improvements in complaints performance, while the Strategic Intentions share our goals to guide the Office’s work over the next five years. We want to make the most of our functions and align our efforts to improve outcomes for people.”
“Our objectives are to drive lasting improvements in people’s experience of government, protect and strengthen the conditions for open and accountable government, and provide a more accessible and responsive service.”
Mr Allen says increasing demand for the Office’s services has required the need to explore new ways of operating.
“Our focus is on resolving cases more quickly, acting proportionately, and addressing any systemic issues that may have given rise to the complaints we are receiving.”
The Office completed 11,700 complaints in 2025/26, 43 percent more than the previous year. It achieved a clearance rate of 109 percent, meaning it completed more complaints than it received during the year, reducing the number of complaints on hand.
“We were able to deal with more complaints at an early stage, with 48 per cent of them resolved before Final Opinion, compared with 34 per cent the previous year,” Mr Allen says.
The Office provided 2,593 remedies to address individual complaints and improve public administration, up 64% on last year.
“The different approaches we have been trialling are showing positive results and point to wider benefits. Complainants are getting remedies sooner, while agencies are supported to resolve problems more quickly and easily,” says Mr Allen.
“We are also focused on helping to address the challenging systemic issues within the public sector. The Ombudsman’s unique role in handling complaints, initiating investigations, monitoring disability rights and inspecting prisons, aged care facilities and other secure facilities gives us valuable insights into how government’s actions and decisions are impacting people - that we can use to influence systemic change.”
Mr Allen says the Office is also seeking more opportunities for wider improvement by hearing directly from New Zealanders about their experiences.
“Our outreach work is helping us build stronger relationships with communities across the country and better understand their experiences.”