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Guides
Commonly used guides include:
- The OIA for Ministers and agencies
- The LGOIMA for local government agencies
- Making official information requests: a guide for requesters
Detailed guidance on the official information legislation and aspects of good administrative practice.
We also have guidance on disability rights and protected disclosures.
Case notes and opinions
Case notes are a short case summary, often demonstrating an aspect of a case.
An Ombudsman's Opinion is published where there is public interest in showing the full details of a case.
Reports
Reports include OPCAT, disability rights, official information practice and systemic investigation.
Outreach
Contains our media releases, newsletters, pamphlets, speeches and fact sheets. Fact sheets are published in multiple language and accessible formats.
Corporate documents
This includes our annual reports and strategic intentions.
Projects, reference and data
This includes our official information complaints data, updates on investigations and other projects, and submissions by the Ombudsman.
View all projects, reference and data
Template letters and work sheets
These template letters and work sheets can be used by agencies to help respond to official information requests.
354 Resources Show all
Ex-gratia payment for superannuitant in receipt of overseas pension
Case notesRequest by superannuitant for ex-gratia payment for deduction of voluntary component of overseas pension from New Zealand superannuation – Ministry of Social Development failed to advise superannuitant of discretion to defer commencement of deductioResponse of Board of Trustees to parents’ complaint about bullying
Case notesFailure of school to deal effectively with bullying of autistic and gifted student – parents complain to Board of Trustees – response received a year later- parents highly dissatisfied – investigation discloses that independent review conducted withoutDecision not to include proposal in shortlist for Christchurch regeneration area plan
Case notesComplainant’s proposal for the draft Ōtākaro/Avon River Corridor Regeneration Plan excluded from shortlist of proposals for public notification—complainant alleged assessment of proposal flawed, failure of agency to engage with complainant regardingChanges to the Ombudsmen Act and official information legislation
Official informationThis is a quick reference guide to changes to the Ombudsmen Act and official information legislation which came into effect on 26 March 2015.Investigation into Horowhenua District Council’s email quarantining practice
OpinionsBetween 2011 and 2017, the Horowhenua District Council kept a list of people whose emails were deemed to pose a risk to staff. This list included the names of some of the Council’s own elected officials.Auckland Council’s processing of a request for official information
OpinionsI have investigated an Ombudsmen Act (OA) complaint by Radio New Zealand (RNZ) about the way in which Auckland Council processed its request for information under the Local Government Official Information and Meetings Act (LGOIMA).Local Authority excludes public from meeting when agenda item about water issues
Case notesComplaint about a Local Authority (the Council) to exclude the public from a part of its Audit and Risk Committee meeting regarding its discussion of agenda item relating to water quality and water restriction issues—insufficient weight was given to the public interest in the subject matter of the agenda itemEarthquake Commission’s interpretation of the Earthquake Commission Act 1993 regarding swimming pool building not unreasonable
Case notesWhether the Earthquake Commission was unreasonable to decline compensation for damage to the pool house enclosing a swimming pool at a Christchurch property—Ombudsman concluded EQC’s decision was not unreasonableInvestigation into aircraft landing limits on Ngapunatoru Plateau
OpinionsTo address the growing tourist demand for scenic aircraft landings, in February 2016 the Department of Conservation decided to ‘trial’ raising the daily aircraft landing limits on the Ngapunatoru Plateau. The Ombudsman decided this was unreasonable as it didn't comply with their management plan for the park.Declined request for dispensation regarding school Transport Entitlement Zone
Case notesA family asked the Board of Trustees (the Board) of School A for dispensation to allow their child to access bus services to attend School B.Administrative error resulting in lost opportunity for ACC claim
Case notesA patient who was unaware he had asbestosis underwent a CT scan while being treated at a DHB Hospital. On the scan’s accompanying notes a radiologist noted previous asbestos exposure. This CT scan with accompanying notes was misfiled, for unknown reasons, and the patient’s diagnosis of asbestosis was not confirmed until autopsy.Early resolution of a potential water restriction to a family home
Case notesA family received notice that an agency would be severely restricting its water supply because of an overdue account. Once the Ombudsman became involved, the agency reviewed its accounts and realised it was in error. On the Ombudsman’s request, the agency apologised to the family and committed to reviewing its accounts more carefully before advising of possible water restrictions. From complaint to resolution, the issue was resolved in only 12 working days without the family suffering water restrictions.Ministry of Health unreasonably disallowed visiting Australian resident access to publicly funded health services
Case notesWhether the Ministry of Health was unreasonable to determine that medical treatment obtained by a visitor to New Zealand was not ‘immediately necessary’ and therefore not covered by reciprocal health agreement with Australia – Ombudsman considered the Ministry of Health erred – complaint sustainedAdministrative error leading to loss of opportunity to name a road
Case notesIn mid-2016, the owners of land containing a private road became aware that Kaipara District Council (the Council) had excluded them from a consultation process that it had initiated among residents earlier that year to determine a name for the road.Investigation into Ministry of Health offer of ex gratia payment
OpinionsOn 27 October 2016, I concluded an Ombudsmen Act investigation into a complaint by Cliff Robinson about the decision of the Ministry of Health’s Individual Review Panel to reduce Mr Robinson’s Funded Family Care from 40 hours a week to 29.5.Department of Corrections staff to follow legislative requirements when segregating inmate
Case notesDepartment of Corrections held prisoner in Management Unit without following required procedure—segregation legislation and regulations are clear and prescriptiveLocal Authority fails to include relevant information on a Land Information Memorandum
Case notesLocal Authority omits to identify potential slippage risk on a Land Information Memorandum (LIM) issued to the complainant—Ombudsman sustains complaintMinistry of Social Development (CYF) failings at Family Group Conference and remedy of ex gratia payment required
Case notesMinistry of Social Development (CYF—later Oranga Tamariki) fails to recognise impact and stress caused by failings by its staff at a family Group Conference to discuss child’s future—Advisory Panel had already acknowledged many of the failings but MSD had not accepted the gravity thereof—Ombudsman’s opinion on the matter accepted and MSD (OT) finally offered reasonable ex gratia payment and meaningful apology to complainantImmigration New Zealand’s decision to issue Deportation Liability Notice unreasonable in circumstances
Case notesImmigration New Zealand (INZ)’s decision to issue a Deportation Liability Notice (DLN) was unreasonable—compliance officer inferred situation that complainant was then not given an opportunity to explain—Ombudsman sustained complaint—INZ restored immigration status to complainant with open conditionsLocal Authority not unreasonable to turn off water supply at property owned by a Trust
Case notesDecision by Local Authority to turn off water supply in building occupied intermittently—Ombudsman finds not unreasonableMinistry of Foreign Affairs and Trade assistance for New Zealanders abroad not unreasonable
Case notesMinistry of Foreign Affairs and Trade (MFAT) provided advice to complainants held by school authorities in China—acted in accordance with international consular practice as set out in Vienna Convention—MFAT assistance limited to providing information and cannot interfere with decisions made by other countriesInvestigation into Miramar Central School seclusion complaint
OpinionsIn October 2016, I announced my intention to investigate the use of seclusion in schools.Decisions of PHARMAC to fund Opdivo and Keytruda
Case notesA complaint was made to the Ombudsman that PHARMAC took too long to approve the May 2015 application to fund the metastatic melanoma cancer drug Keytruda.[1]Ministry of Health policy on reimbursement of expenses for house modification unreasonable
Case notesWhether the Ministry of Health’s policy to require prior approval for funding for house modification was reasonable—Ombudsman concluded it was notInvestigation into Ruru School seclusion complaint
OpinionsIn July 2015, Mr and Mrs M complained to the Ombudsman about the alleged abuse of their son N and other students, by staff at Ruru. Their concerns included that N was secluded in a room that Ruru referred to as its ‘safe area’.Immigration New Zealand’s decision on section 61 visa request reasonably considered
Case notesWhether the approach taken by Immigration New Zealand (INZ) about the exercise of absolute discretion when determining requests for a visa under section 61 of the Immigration Act 2009 was reasonable—in this case whether INZ considered relevant considerations regarding international conventions that protect the rights of a child—Ombudsman concluded INZ’s decision-making process was reasonableImmigration New Zealand’s consideration of a section 61 visa request regarding complainant's family role, reasonably considered
Case notesWhether the approach taken by Immigration New Zealand (INZ) about the exercise of absolute discretion when determining requests for a visa under section 61 of the Immigration Act 2009 was reasonable—in this case whether INZ considered relevant considerations including whether it had considered the complainant’s submissions about the active role he had in raising his New Zealand citizen partner’s daughter—Chief Ombudsman concludes INZ’s consideration of the request was reasonableImmigration New Zealand’s consideration of a section 61 visa request deficient
Case notesWhether the approach taken by Immigration New Zealand (‘INZ’) about the exercise of absolute discretion when determining requests for a visa under section 61 of the Immigration Act 2009 was reasonable—in this case whether INZ considered relevant considerations including whether it had considered the complainant’s submissions about the health of his New Zealand citizen child—Chief Ombudsman concludes aspects of INZ’s decision-making processes were deficientImmigration New Zealand’s decision on section 61 visa request regarding complainant's safety, reasonably considered
Case notesWhether the approach taken by Immigration New Zealand (‘INZ’) about the exercise of absolute discretion when determining requests for a visa under section 61 of the Immigration Act 2009 was reasonable—in this case whether INZ considered relevant considerations including whether the complainant had legitimate concerns about his alleged safety if he was to return to his home country—Ombudsman concludes INZ’s decision making was reasonableHealth and Disability Commissioner not unreasonable to refer matter to Medical Council without advising complainant
Case notesWhether the Health and Disability Commissioner legally or otherwise required to inform complainant of a referral made to the Medical Council of New Zealand—Ombudsman concluded HDC not bound to divulge this informationKiwiRail's processing of a request for official information
OpinionsIn response to public concern, I have conducted a self-initiated investigation under the Ombudsmen Act (OA) of KiwiRail’s processing of an Official Information Act (OIA) request for the Third Main Business Case (the business case).Cancellation of transport card and refusal to refund money stored on the card
Case notesA complaint was made against Auckland Transport (AT) about its cancellation of an ‘AT HOP’ card used by commuters on Auckland’s public transport system.