Complaints handling guidance for care providers – draft available for feedback

We are inviting feedback from care providers and others in the Oranga Tamariki system on a set of draft resources designed to help to set up and maintain effective complaint handling systems.

The three documents have been developed for care providers, they include:

• An Effective Complaints Handling Guide for care providers, outlining seven core elements of good practice
• A Practical Checklist Guide, a short summary and made to support putting the elements into action
• An Overview, offering a simple, accessible summary of the complaints process
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We are seeking feedback from providers and others working across the system to understand how useful these resources are in practice, and what could be improved.

You can view the guidance documents for consultation here. 

Consultation is open until 30 June 2026, and feedback can be provided in a way that suits you — whether in writing or through a conversation with our team.

Effective complaints processes are a key part of keeping children and young people safe. It gives children and young people the ability and agency to raise concerns and get problems fixed. This guidance supports care providers to create processes so that children and young people can speak up and be heard and get the help they need. 

Under legislation, from 1 May 2023 the Chief Ombudsman may receive complaints about Oranga Tamariki’s care or custody providers. The Ombudsman also has a role to provide guidance to care and custody providers on managing the complaints they receive.

For more information see - Ombudsman role with Oranga Tamariki care or custody providers | Ombudsman New Zealand