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  • Making complaints to the UN Disability Committee: A guide for New Zealanders

    Disability rights
    This guide explains how to make a complaint to the UN Disability Committee. Available in English, te reo Māori, Easy Read, as a summary poster, NZ sign language video and audio guide.
  • Effective complaint handling

    Good administration
    This guide sets out key information for agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman’s role and a checklist for agencies to follow.
  • Reasonable accommodation of persons with disabilities in New Zealand

    Disability rights
    This guide explains what 'reasonable accommodation' is and how to do it. Available in EasyRead, Te Reo Maori and New Zealand sign language.
  • Good decision making

    Good administration
    This guide sets out key information about good decision making by agencies, including the role of a decision maker, who has the power to make a decision, how to make good decisions, how to give a statement of reasons and good record-keeping.
  • Managing unreasonable complainant conduct

    Good administration
    This manual is designed to help agencies and their staff take a systematic and consistent approach to managing their interactions with complainants. It provides a series of suggestions and strategies to assist all staff members – not just frontline staff – to deal with unreasonable complainant conduct.
  • Good complaints handling by school boards of trustees

    Good administration
    This guide sets out the key ‘need to know’ information about good complaints handling by school Boards of Trustees (BOTs). It also explains the Ombudsman’s role in relation to complaints about the administrative conduct of schools.