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  • 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.
  • 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.
  • 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.
  • Annual Report 2012/2013 - full report

    Annual reports
    Our anniversary year has been a period of growth and consolidation. We have taken time to reflect on the significant contribution to our development by all those who have held the office of Ombudsman in the past 50 years. We have also managed an unprecedented increase in demand for our services, drawing on both our traditional practice developed over the previous half century and new ways of prioritising and organising our workflows.       
  • Statement of Intent 2013/16

    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 2011/2012 - at a glance

    Annual reports
    This document shows our Annual Report for 2011/2012 at a glance.
  • Annual Report 2011/2012 - full report

    Annual reports
    In many ways, 2011/12 was a watershed year for us. We received and completed the highest ever number of complaints and other contacts concerning state sector agencies. In particular, we managed a significant increase in official information complaints and complaints relating to the Earthquake Commission.
  • Statement of Intent 2012/15

    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 2010/2011

    Annual reports
    The past year has seen consolidation of our efforts to improve work practices within the Office and improve our service to complainants and agencies. The final tranche of work to complete the restructuring and renewal of the Office will take place early in the 2011/2012 financial year.
  • Statement of Intent 2011/14

    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 2009/2010

    Annual reports
    At the close of the 2009/10 reporting year we find ourselves in a similar position to the agencies we oversee: endeavouring to deliver more and better services with the same (or in some cases fewer) resources.
  • Statement of Intent 2010/13

    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 2008/2009

    Annual reports
    In order to fulfil our legislative mandate and to manage our work programme more efficiently and effectively, we have reorganised the Office into targeted teams (see p 12). An advisory group has been established to support the Ombudsmen and Deputy Ombudsman. This will strengthen consistency in Ombudsmen decisions, uniformity of professional practice, and provide a more rigorous quality assurance over the Office output. It will also assist in our goal to widen our focus from individual complaints to a closer analysis of systemic administrative failings of which the complaints may be symptomatic.
  • Statement of Intent 2009/12

    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 2007/2008

    Annual reports
    The challenge for Ombudsmen everywhere is to remain relevant in a changing social, political and technological environment. This Office is responding to that challenge in a variety of ways.
  • Statement of Intent 2008/11

    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 2006/2007

    Annual reports
    One of the key outcomes of their work sought by the Ombudsmen is ongoing improvement and better performance by Government agencies. We continue to encourage agencies to set up their own internal review systems, where possible independ