Care, Claims & Resolution Team

If you have been maltreated or neglected while in the care of Child, Youth and Family, the Department of Social Welfare, or Child Welfare; the Ministry of Social Development wants to work with you to find resolution.

The Care, Claims and Resolution Team will discuss your complaint or claim with you, explain your options, and how we can help. 

You can make a complaint or claim to the Ministry if:

• you are not a current client of Child, Youth and Family
• you were in the care, custody or guardianship of Child, Youth and Family, the Department of Social Welfare, or Child Welfare; or you or your family was under the supervision of a Child Welfare officer or social worker at some point in the past
• you believe you were abused, mistreated or neglected while in care, and
• you believe that treatment has harmed or damaged you in some way, and
• you want the Ministry to do something about the mistreatment you received.

When you contact us we will explain how we may be able to help you.  We may invite you to meet with us to discuss your claim in more detail.

If you are seeking a financial settlement, we will investigate your claim and if appropriate offer you a fair and reasonable settlement that takes into account what we expect the Courts would award.

Where we have got it wrong, we will apologise to you.  We will also look at what other help we can provide. Where we can’t reach an agreement, you can choose to take Court action.

You do not need a lawyer to work directly with the Ministry to resolve your complaint or claim.  However, you always have the option of obtaining legal advice, if you wish.   

If you don’t want to take your complaint or claim directly to the Ministry you can go to the Confidential Listening and Assistance Service run by the Department of Internal Affairs.  The Service is a non-compensatory forum to assist people who allege abuse or neglect; or have concerns about their time in state care in the residential health, child welfare or residential special education sector before 1992.

You may also get legal advice to file a civil claim in the High Court.  Your lawyer will be able to give you advice on whether or not you qualify for legal aid.

If your complaint is about criminal conduct, you may also wish to make a complaint with the Police.

We’re also happy to talk with you if you just have questions about your time in care.

You can contact the Care, Claims and Resolution Team at the Ministry either by:

Phone: 0508 FAMILY (0508 326 459)

Email: HistoricClaims@msd.govt.nz

Postal address: PO Box 1556, Wellington