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Search guides, case notes, opinions, reports and other information. Resources and publications can also be searched by date and other options.
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More information about the resource categories on this page
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.
371 Resources Show all
Decisions to decline MIQ medical needs exemptions were not unreasonable
Case notesThe Chief Ombudsman investigated two complaints in late 2020 about the Ministry of Business, Innovation and Employment’s decisions to decline the complainants’ requests for medical needs exemptions from Managed Isolation and Quarantine (MIQ) requirementUnreasonable decisions by INZ on Post-Study work visa applications
Case notesImmigration New Zealand applied an interpretation of immigration instructions not reflected in guidance to applicants - Post-Study work visa – open was granted for one year instead of three – INZ relied on an amendment circular to preclude eligibiliNew case note – Complaints about Immigration New Zealand
Case notesThe Chief Ombudsman has issued a case note which highlights a number of complaints about Immigration New Zealand’s decision-making on Skilled Migrant Category residence visa applications and the Employment Visa Escalation Scheme.Unreasonable actions throughout dealings with custodial caregiver
Case notesUse of incorrect, unverified information—failure to perform due diligence before removing mokopuna from grandmother—inadequate review of case, and inadequate response to review—failure to work with complainant in a way that met her needs as wEarly resolution of a toll fee imposed on previous vehicle owner
Case notesToll fee charged by Waka Kotahi to a previous vehicle owner who had left the country — Ombudsman inquiries with Waka Kotahi resulted in the toll fee being waived —complaint resolved without need for formal investigationWorkSafe’s decision not to formally investigate an incident
Case notesComplaint about WorkSafe’s decision not to investigate and lay charges following an accident causing injury – failure to consider all relevant information – failure to engage meaningfully with the complainant – no evidence that documents had been faEarly resolution of decision to decline COVID-19 Wage Subsidy application
Case notesApplication for COVID-19 wage subsidy declined by Ministry of Social Development, even though complainant had registered as self-employed before the relevant date—Ombudsman inquiries with Ministry resulted in approval of application—complaint resolvConsultation on health and safety processes for Managed Isolation Facility
Case notesComplaint about level of consultation with residents before Stamford Plaza Hotel became a Managed Isolation Facility—Chief Ombudsman found that the Department did not consult appropriately with the residents before this occurred—the Department also didTreatment of disabled mother and removal of newborn child
Case notesOutcome The Chief Ombudsman formed the opinion that Child, Youth and Family, then as part of the Ministry of Social Development (the Ministry), had acted unreasonably in its treatment of the child’s mother.Complaint about the reimbursement of costs when attending the Chief Executive’s Advisory Panel
Case notesComplaint about Oranga Tamariki's (the Ministry) Chief Executive’s Advisory Panel’s process for reimbursement of costs - complainant was not informed of the process - Ombudsman suggested an update to the information sheet provided to attendeesComplaint from a young person in a Care and Protection Residence
Case notesComplaint from young person in Care and Protection Residence - Planning for placement outside Residence and communication about this unreasonable - Placement in Residence to be a last resort and for as short a time as possible - Placement found during iCancellation of access between mother and son due to COVID Alert Level 4 lockdown
Case notesCancellation of face-to-face access due to lockdown - Oranga Tamariki (the Ministry) applied blanket rule not required by the Health Act Notices and failed to consider individual circumstances - Access reinstated so Chief Ombudsman recommended apologyFull Practice review of social work practice after notification of investigation
Case notesComplaint about Oranga Tamariki’s (the Ministry) apparent failure to protect a vulnerable child—the Ministry reviewed the complaint after notification of investigation and began a full case review - Chief Ombudsman felt this was a satisfactory resolutioDecision to implement locked cell policy
Case notesComplaint about the negative effects of implementing a locked cell policy in the Kaaka North and South pods at Northland Region Corrections Facility – Chief Ombudsman found that the implementation was unreasonable – the significant consequences (lack ofDecision to release tender information in response to Official Information Act request
Case notesComplaint about a decision to release information under the Official Information Act—Ministry consulted adequately with affected party—Ministry took into account affected party’s submissions, all relevant considerations, principle of availability, legisCall to avoid the pending removal of a newborn baby
Case notesPending removal of newborn from hospital by Oranga Tamariki (the Ministry) - family now willing and able to care for baby - Inquiries made and the Ministry able to make alternative arrangements—baby discharged from hospital with familyDecision not to accept marriage certificate as proof of surname change
Case notesInland Revenue (IR) refused to accept marriage certificate as proof of name change—as a result of preliminary inquiries IR reinstated its policy of accepting marriage certificates as proof of name change, and updated the complainant’s name—complaint resEx-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).Earthquake 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 unreasonableLocal 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 itemInvestigation 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.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 sustainedEarly 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.Administrative 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.