Resources and publications

Ngā rauemi me ngā tānga

Search our guidescase notesopinionsreports and other information. Our resources and publications can also be searched by date and other options. 

Use the search bar to make your search. Then use the filters to narrow down the results by resource type or topic. 

  • Ombudsman's approach to 'delay complaints'

    Official information
    This guide explains the Ombudsman’s approach to complaints about delayed responses to official information requests.
  • Changes to the Ombudsmen Act and official information legislation

    Official information
    This is a quick reference guide to changes to the Ombudsmen Act and official information legislation which came into effect on 26 March 2015.
  • Changes to the LGOIMA, including ‘working day’ definition

    Official information
    Changes to the Local Government Official Information and Meetings Act 1987 (LGOIMA) which came into effect on 21 March 2019 will affect ‘working day’ calculations for LGOIMA. This guidance explains those changes in more detail.
  • The OIA and school boards of trustees

    Official information
    This guide sets out the key ‘need to know’ information about the obligations of school boards of trustees under the OIA. It also explains the Ombudsman’s role in relation to complaints about OIA requests.
  • Address information for the purposes of civil court proceedings

    Official information
    This guide sets out the Ombudsman’s approach to OIA and LGOIMA requests for address information for the purposes of pursuing civil court proceedings.
  • Chief executive expenses

    Official information
    This guide sets out the Ombudsman’s approach to requests for information about state sector Chief Executives’ expenses.
  • The OIA and parliamentary privilege

    Official information
    A guide on the impact of the Parliamentary Privilege Act and the reasons for withholding parliamentary proceedings.
  • Report on an announced inspection of Auckland South Corrections Facility - 20 February 2019

    OPCAT reports
    The Chief Ombudsman, Peter Boshier, has released his first inspection report into the treatment and conditions of prisoners at Auckland South Corrections Facility (also known as Kohuora).
  • Terms of reference for intellectual disability systemic investigations

    Projects, reference & data, Investigations
    The Systemic Improvement Investigations (SII) team undertakes self-initiated investigations (under the Ombudsmen Act 1975) into systemic issues where the Chief Ombudsman thinks their intervention has the potential to improve public sector administration
  • Potentially frivolous or vexatious requests work sheet

    Template letters and worksheets, Worksheets and other resources
    This summary work sheet will help you to decide whether there is a proper basis for refusing a request for official information under section 18(f) of the OIA / 17(f) of the LGOIMA, because the request is frivolous or vexatious.
  • Publicly available information work sheet

    Template letters and worksheets, Worksheets and other resources
    This summary work sheet will help you to decide whether there is a proper basis for refusing a request for official information under section 18(d) of the OIA / 17(d) of the LGOIMA, because the requested information is or will soon be publicly available.
  • Sample estimate of costs

    Template letters and worksheets, Worksheets and other resources
    This sample estimate of costs can be used to help calculate a charge for supplying official information, and be provided to the requester.
  • 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.
  • Charging work sheet

    Template letters and worksheets, Worksheets and other resources
    This summary work sheet takes you through the process of deciding whether or not to charge for the supply of official information, and if so, how much.
  • 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.
  • Complaining about goods and services

    This is a teaching resource about the language of complaint. It is for teachers working with people who are not confident speaking and writing English and are free for anyone to use. You can use the leaflets and case studies on this page to help with teaching the topics.
  • Is it OK to complain?

    This is a teaching resource about the language of complaint. It is for teachers working with people who are not confident speaking and writing English and are free for anyone to use. You can use the leaflets and case studies on this page to help with teaching the topics.
  • Making complaints about government agencies

    Pamphlets and posters
    A pamphlet explaining what the Ombudsman can do for you, the complaints process, and what happens when you make your complaint. Available in Easy Read and Large Print formats, plus versions in Te Reo Maori, Samoan, Tongan, Korean, Mandarin and Hindi. Or, view a short YouTube video in New Zealand Sign language called "Making complaints about government agencies".
  • Making complaints about prisons and Community Corrections

    Pamphlets and posters
    A pamphlet on making a complaint about prisons and Community Corrections. It covers: What can the Ombudsman do for you?; What happens when you make a complaint?; and the complaints process. Available in Easy Read and Large Print formats, plus versions in Te Reo Maori, Samoan, Tongan, Korean, Mandarin and Hindi.
  • Monitoring places of detention

    Pamphlets and posters
    A pamphlet explaining the Ombudsman's role as a National Preventive Mechanism, what the Ombudsman looks at when monitoring places of detention, and other National Preventive Mechanisms. Available in Large Print and Easy Read formats, plus versions in Te Reo Maori, Hindi, Korean, Tongan, Samoan, and Mandarin. Or, watch a short YouTube video in New Zealand Sign language called "Monitoring places of detention".
  • Where to get more help resolving a complaint

    Sometimes when we make a complaint we’re not happy with the response we get. If we are unhappy with how our complaint has been dealt with, we may need to take it further. This is a teaching resource about the language of complaint. It is for teachers working with people who are not confident speaking and writing English and are free for anyone to use.
  • Whistle-blowing: A guide to the Protected Disclosures Act

    Pamphlets and posters
    If you want to report serious wrong doing in your work place, this pamphlet explains how the Ombudsman may be able to help you. Available in Easy Read and Large Print formats, plus versions in Te Reo Maori, Samoan, Tongan, Korean, Mandarin and Hindi. Or, view a short YouTube video in New Zealand Sign Language called the Protected Disclosures Act and the Ombudsman's role in it.
  • Writing to complain

    A guide to writing a letter of complaint. This is a teaching resource about the language of complaint. It is for teachers working with people who are not confident speaking and writing English and are free for anyone to use. You can use the leaflets and case studies on this page to help with teaching the topics.
  • Plan for the next Making Disability Rights Real report

    Projects, reference & data, Disability rights projects
    In mid- to late 2019, New Zealand’s compliance with the United Nations Disability Convention will be reviewed. Find out more about this and how to make a submission.
  • Fair treatment for people with disabilities

    Pamphlets and posters
    This pamphlet provides information about the Ombudsman's role under the Disabilities Convention. Available in Large Print and Easy Read formats, plus versions in Te Reo Maori, Hindi, Korean, Tongan, Samoan, and Mandarin.
  • The Ombudsman: who we are

    Pamphlets and posters
    A pamphlet explaining what the Ombudsman does. Available in Easy Read and Large Print formats, plus versions in Te Reo Maori, Samoan, Tongan, Korean, Mandarin and Hindi. Or, watch this five-minute YouTube video (in New Zealand Sign Language) on what the Ombudsman does.
  • Measures protecting public health and safety – request to New Zealand Police for video footage of tasered goat

    Case notes
    New Zealand Police (Police) received a request from a journalist for video footage of an incident in December 2016 during which a goat was tasered.
  • Ombudsman Quarterly Review Spring 2018

    Ombudsman Quarterly Reviews (OQR)
    The Spring 2018 edition of the Ombudsman Quarterly Review is here now.