How to make a complaint
What should you do first?
Before coming to the Ombudsman you should try to resolve the issue with the public sector agency itself.
If you are a child/tamaiti or a young person/rangatahi (or a trusted adult contacting us on their behalf) you can come to us directly.
Many agencies have a complaints process. If they don’t, write to the head of the agency, such as the chief executive or chairperson.
The Ombudsman may decide not to investigate unless you’ve tried to do this first.
What the Ombudsman can do
You can make a complaint over the phone, by email, online or posting it to us.
General complaints freephone: 0800 802 602
Complaints to the Ombudsman about Oranga Tamariki freephone: 0800 184 184
Email: [email protected]
Post: The Ombudsman, PO Box 10152, Wellington 6143
What happens when you make a complaint
Tips on making your complaint to the Ombudsman
What you need to know
- Don’t delay. It may be hard for the Ombudsman to investigate a complaint about something that happened more than 12 months ago.
- Describe the decision or action you want to complain about, and explain why you think it was unfair.
- Be clear and concise. Stick to the main facts at the heart of your complaint, and don't add too much detail unless it’s necessary.
- Provide letters, documents or other evidence that show you’ve already tried to sort out the issue with the agency.
- Explain the outcome you want.