He rauemi tātaki ea – A resource for offering an effective apology
People have the right to expect a high standard of administration by central and local government agencies. They expect agencies to act legally, fairly, and in a timely manner, and to be treated with respect in a way that is culturally appropriate.
This guide is to assist agencies to make apologies that are appropriate for meeting the needs of a person wronged by that agency.
The concepts and principles underpinning Te Ao Māori provide tools to ensure that any apology is authentic, addresses the complaint, and is delivered in a culturally appropriate way.
 We would like to acknowledge apologies guidance prepared by the New South Wales and Victorian Ombudsmen, which was very helpful in developing this guide.
 This guide was developed with the assistance of Ombudsman staff, including Rōpū Māori Hononga Hapori (the Māori and Community Engagement Team).