Raising questions or concerns, and making a complaint about Ombudsman work

If you have a question or concern about the status of your complaint about an agency then you should contact the person you have been dealing with or email us at [email protected] citing your case reference number. We will respond as soon as possible.

Complaints about an Ombudsman’s decision or how you’ve been treated by the Ombudsman or their staff

While we always try to get it right sometimes this is not the case. So, if you have a complaint about the service you have received, the process we have followed or the outcome reached in a matter being handled by an Ombudsman or their staff and you want some action taken, you can contact us. We will look into your concerns and get back to you. 

How to make a complaint

As a first step, contact the staff member you have been dealing with and explain your concerns. That staff member will try to resolve the matter straight away. If they can’t, they may refer your concerns to a more senior staff member. 

If you don’t feel comfortable raising the concern with the staff member you have been dealing with you can email us at [email protected], citing your case reference number.

It’s important that you explain:

• What you are complaining about
• Why you think the Ombudsman/their staff made a mistake
• What action you are seeking in response

Once we have received a complaint we will write to you acknowledging your concerns. We will look into your complaint and contact you to work through the issue. You should expect a response from us within 6 weeks. If we need to take longer (for example because we need to get additional information or it is a detailed matter) we will let you know.

Possible outcomes of a complaint about Ombudsman work

One or more of the outcomes listed below are possible, depending on the circumstances of each complaint.

For service delivery complaints, we may:

• acknowledge what has happened
• provide assistance
• provide an explanation
• provide reasons
• expedite the work on a matter where there has been unreasonable relay.

For requests to review a process or outcome, we may:

• provide advice that the original decision was correct and the matter does not merit further review
• acknowledge the original decision was wrong and amend it without further review
• agree to reconsider the original decision
• provide an explanation for the decision
• provide reasons for the decision.

We may also:

• provide an apology – with reference to He rauemi tātaki ea – A resource for offering an effective apology
• undertake some other remedial action
• update records
• update a policy, procedure, guide, template or process
• provide guidance or training to staff.

If you are dissatisfied with how your complaint has been handled

While we look to ensure complaints are resolved by staff you have been dealing with, we recognise this isn’t always appropriate or possible. 

If you are dissatisfied with how staff have responded to your complaint you can ask for the matter to be escalated. You can do this direct with the staff, or by emailing us at [email protected], citing your case reference number. Senior staff will review the matter and determine an appropriate response. 

There isn’t another complaint body who can review the Ombudsman’s decisions. You can take legal proceedings against the Ombudsman, but there are some parts of the law which limit the ability to do this, and we recommend seeking your own legal advice if you wish to do this.