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  • Upcoming OPCAT inspection by Chief Ombudsman’s team

    Factsheets
    Information for residents of a facility that is being inspected, and their family and whanau.
  • Criteria for OPCAT COVID-19 Inspections

    Factsheets
    Purpose Inspecting places of detention helps to ensure that people who are deprived of their liberty are treated humanely, and their rights are respected and protected.
  • Pūhara Mana Tangata Terms of Reference

    Advisory groups
    This document outlines the terms of reference for Pūhara Mana Tangata, the Chief Ombudsman's Māori advisory panel. Pūhara Mana Tangata
  • Memorandum of Understanding on bilateral cooperation between Ombudsman Thailand and the Chief Ombudsman of New Zealand

    Protocols with agencies
    On 11 February 2020 the Office of the Ombudsman Thailand and the Chief Ombudsman signed a Memorandum of Understanding, in the interest of fostering international cooperation in the field of complaint-handling, good governance, protection of human rights
  • Orientation visits: First step in developing aged care inspections programme

    Factsheets
    Our first step in developing our new inspections programme is to familiarise ourselves with privately-run aged care facilities.
  • OPCAT aged care inspections programme

    Factsheets
  • Legal framework for Chief Ombudsman’s inspections of health & disability facilities

    Factsheets
    Inspecting places of detention helps to ensure that people who are deprived of their liberty are treated humanely, and their rights are protected and restored.
  • Annual Report 2018/2019

    Annual reports
    It was a busy year. A very busy year. Using almost all measures, the level of our work increased, yet our results were, overall, very pleasing.
  • Fact sheet: Aged care monitoring

    Factsheets
    This fact sheet sets out why the Ombudsman is monitoring privately-run aged care facilities, and how the monitoring will differ from existing audits and reviews. 
  • Strategic Intentions 2019/2023

    Corporate information, Strategic intentions
    Our Strategic Intentions document sets out the nature and scope of our functions, the strategic direction of our organisation, what we are hoping to achieve, and some key measures.
  • Fact sheet: Oranga Tamariki

    Factsheets
    This fact sheet explains the Ombudsman's role in relation to complaints made against Oranga Tamariki. Also available in Easy Read format.
  • Fact sheet: Accident Compensation Corporation

    Factsheets
    This fact sheet explains the Ombudsman's role in relation to complaints made against the Accident Compensation Corporation (ACC). Also available in Easy Read format.
  • Fact sheet: Earthquake Commission

    Factsheets
    This fact sheet explains the Ombudsman's role in relation to complaints made against the Earthquake Commission (EQC). Also available in Easy Read format.
  • Fact sheet: Immigration New Zealand

    Factsheets
    This fact sheet explains the Ombudsman's role in relation to complaints made against Immigration New Zealand. Also available in Easy Read format.
  • Fact sheet: Inland Revenue Department

    Factsheets
    This fact sheet explains the Ombudsman's role in relation to complaints made against the Inland Revenue Department (IRD). Also available in Easy Read format.
  • Fact sheet: Work and Income

    Factsheets
    This fact sheet explains the Ombudsman's role in relation to complaints made against Work and Income. Also available in Easy Read format.
  • Annual Report 2017/2018

    Annual reports
    In the past year, we have made some excellent progress in key areas, none more so than by clearing our backlog of complaints, a bugbear both for us and the public. We have been quicker and more efficient in resolving complaints, but with no reduction in the quality or efficacy of our work. Specific cases we have dealt with this year are contained in this report, and they showcase the breadth and depth of the work we are tasked to undertake.
  • Strategic Intentions 2018/2022

    Strategic intentions
    Our Strategic Intentions document sets out the nature and scope of our functions, the strategic direction of our organisation, what we are hoping to achieve, and some key measures.
  • Annual Report 2016/2017

    Annual reports
    In 2016/17 we achieved 700 remedies for New Zealanders—‘remedy’ being the legal term for a solution to a problem. This is an increase of 20 percent on the previous year, one of many positive figures in this year’s Annual Report. We also had 149 recommendations for improvement in places of detention accepted.
  • Updated agreement with the Chief Executive of the Department of Corrections

    Protocols with agencies
    This updated agreement signed in August 2017 underpins the work of our agencies to ensure the humane treatment of people in legal custody.  
  • Strategic Intentions 2017/2021

    Strategic intentions
    Our Strategic Intentions document sets out the nature and scope of our functions, the strategic direction of our organisation, what we are hoping to achieve, and some key measures.
  • OIA strategy 2016/2020

    Strategic intentions
    This document lays out our strategy for working with the Official Information Act. 
  • Annual Report 2015/2016 - full report

    Annual reports
    We have already begun to make great strides in the 2015/16 reporting year. Despite overall intake once again increasing, we completed 7% more work than last year and finished the year with 11% less work on hand than at the same time last year. Our overall net clearance rate for complaints was 105%, meaning that we closed 178 more complaints than we received, and so started to make significant inroads into our backlog of aged complaints.
  • Annual Report 2015/2016 - at a glance

    Annual reports
    This document shows our Annual Report for 2015/2016 at a glance.
  • Strategic Intentions 2016/2020

    Strategic intentions
    Our Strategic Intentions document sets out the nature and scope of our functions, the strategic direction of our organisation, what we are hoping to achieve, and some key measures.
  • Annual Report 2014/2015 - at a glance

    Annual reports
    This document shows our Annual Report for 2014/2015 at a glance.
  • Annual Report 2014/2015 - full report

    Annual reports
    By 2006 it was becoming clear that we could not sustain the business model we were then operating and the late John Belgrave, then Chief Ombudsman, challenged us to reflect on the theme “Where is the Office Going?” So we began what has seemed like a long journey to modernise the Office.
  • Statement of Intent 2015/19

    Strategic intentions
    This statement of intent sets out the nature and scope of our functions, the strategic direction of our organisation, what we are hoping to achieve, and some key measures.
  • Annual Report 2013/2014 - at a glance

    Annual reports
    This document shows our Annual Report for 2013/2014 at a glance.
  • Annual Report 2013/2014 - full report

    Annual reports
    This year we have begun to reap the benefits of the additional resources granted to us by Parliament for the 2013/14 year onwards, which has enabled us to appoint additional staff to progress the amount of work we are receiving.
  • Statement of Intent 2014/18

    Strategic intentions
    This statement of intent sets out the nature and scope of our functions, the strategic direction of our organisation, what we are hoping to achieve, and some key measures.
  • Annual Report 2012/2013 at a glance

    Annual reports
    This document shows our Annual Report for 2012/2013 at a glance.