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  • Accessibility Strategy and Action Plan

    Disability rights projects
    Listen to an audio recording of the overview Watch an the overview in New Zealand Sign Language
  • Regulatory policy design during COVID-19 pandemic

    Good administration
    This guidance is intended to assist government agencies in designing and implementing robust, fair, and fit-for-purpose, regulatory policies[1] that enable the fair administration of government policy during the COVID-19 pandemic.
  • Investigation Terms of Reference: Ara Poutama Aotearoa – Department of Corrections – actions and/or omissions to make sustained and significant improvement to prisoner welfare and rehabilitation

    Investigations
    The Chief Ombudsman has commenced a self-initiated investigation into Ara Poutama Aotearoa – Department of Corrections.[1]
  • Oranga Tamariki newborn removal investigation Terms of Reference

    Investigations
    This document updates the terms of reference for the Chief Ombudsman’s self-initiated investigation into the role of Oranga Tamariki – Ministry for Children in connection with the removal of newborns.
  • 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
  • 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.
  • 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.
  • Good decision making

    Good administration
    This guide sets out key information about good decision making by agencies, including the role of a decision maker, who has the power to make a decision, how to make good decisions, how to give a statement of reasons and good record-keeping.
  • Managing unreasonable complainant conduct

    Good administration
    This manual is designed to help agencies and their staff take a systematic and consistent approach to managing their interactions with complainants. It provides a series of suggestions and strategies to assist all staff members – not just frontline staff – to deal with unreasonable complainant conduct.
  • Good complaints handling by school boards

    Good administration
    This guide sets out the key ‘need to know’ information about good complaints handling by school boards. It also explains the Ombudsman’s role in relation to complaints about the administrative conduct of schools.