We carried out three different phases of research from 2020 to 2025 to better understand how tamariki and rangatahi in care—and the people who support them—want to raise concerns about their care.
This work helped us prepare for our expanded role overseeing the Oranga Tamariki system, which came into effect in May 2023.
What we heard through this research shaped how we communicate with children and young people – such as us designing the Nau-mai website opens page in this tab, new online forms and printed resources, and new processes. We then tested what we had put in place – to check it was working.
What we did
The research had three phases:
Phase 1 – ‘Amplifying children’s voices’ (November 2020)
- A review of existing evidence and more than 20 interviews. This helped to build a strong base of knowledge on how children and young people seek help, how complaints processes work, and how to communicate well with them. These insights guided the next phase.
Phase 2 – ‘Children’s voices’ (March 2021)
- The researchers gathered insights directly from children and young people with care experience, as well as whānau and trusted adults. This included:
- An interactive survey with 58 care experienced children and young people
- Interviews with 29 care experienced young people, as well as whānau, foster carers, social workers, teachers, and youth workers
- Three in-depth sessions with 17 children and young people aged between 4 and 21.
- Three key themes stood out:
- Te ao Māori: Tools and communication must meaningfully recognise te ao Māori
- Accessibility: Information must be able to be understood by everyone including people with different literacy levels, impairments, and abilities
- Language matters: the word ‘complaint’ can be barrier and deter engagement with the Ombudsman.
Phase 3 – ‘Nau-mai.nz user testing report’ (June 2025)
- The researchers tested the Nau-mai.nz website and printed resources with 27 care-experienced young people aged 10–24 and 16 trusted adults.
- While this was a small group the feedback was clear that the Nau-mai.nz website and its supporting printed materials are helpful and easy to use, and are meeting an important need for young people and those supporting them.
What we learned
Across all phases, more than 100 children and young people shared their perspectives, alongside trusted adults - whānau, caregivers, and professionals.
Their feedback has directly shaped:
- The Nau-mai.nz website opens page in this tab
- The language and design of our resources
- How we support children and young people to raise concerns.
We will continue to listen and make changes to improve the work we do.
Guiding approach
This work was guided by the whakataukī: “Ahakoa he iti, he pounamu” ~ “Despite being small you are of great value. Your voice matters. Your experience matters.”
The approach was guided by the principles of whaipainga (beneficence) and kaitiakitanga (guardianship and protection), and was approved by the New Zealand ethics committee.
Acknowledgements
We are so grateful to all the children, young people, whānau, and trusted adults who shared their experiences.
We also want to acknowledge the researchers for their hard work and expertise - Nadine Metzger and Annalise Myers from Point and Associates (Aotearoa), and Lyn Doherty from Ohomairangi Trust.