Draft guidance: Effective complaints handling for care providers

We are seeking feedback on a set of draft resources designed to support care providers in the Oranga Tamariki system with effective complaints handling across the Oranga Tamariki system.

What’s included:

• Effective Complaints Handling Guide - a detailed guide outlining seven core elements of effective complaints handling, along with key “need-to-know” information for providers.
• Checklist - a short summary of the guide and a practical tool to support care providers to put the seven elements into action at their organisation
• Overview of the complaints process - a simple outline of the complaints process.

Have your say

We want to hear from care and custody providers, and others working in the Oranga Tamariki system, about whether these resources are useful and how they could be improved.

Consultation is open until 30 June 2026.

Please provide feedback by email: [email protected]

Following consultation, the documents will be refined, designed, and republished alongside a summary of what we heard and what has changed.