Making a complaint
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The Ministry of Social Development is committed to delivering first class services and providing dependable advice across all our business units.
If you think we are not meeting this standard we would like to hear from you. Not only so we can put right your complaint, but to improve our services for everyone.
What is a complaint?
A complaint is an expression of dissatisfaction when the Ministry has not met your expectation. Your complaint may be about:
- An incident or service issue
- An income support or pension decison
How to make a complaint
If you have a complaint it is best to contact the manager of the particular office concerned first.
Otherwise you can contact the Ministry of Social Development directly:
Phone: +64 4 916 3300
Ministry of Social Development
PO Box 1556
Fax: +64 4 918 0099
When you make a complaint please tell us:
- Your name
- Your address and contact details
- Your client number if known
- Details about the complaint
We ask for your contact details so we can respond directly to you. However if you wish to make a complaint anonymously it will be treated with the same level of importance.
How long will it take?
We will endeavour to resolve your complaint immediately. If we need to work with others to resolve your complaint it may take longer. You will always be advised in writing when your complaint has been received.
Our commitment to resolving your complaint
All complaints are taken seriously and handled with immediate priority.
We will ensure you are treated with respect and in a professional manner.
Who is responsible for the complaint?
Your complaint will be assigned to the appropriate business unit within the Ministry and escalated accordingly.
If you are not happy with the outcome of your complaint
We will do our best to ensure you are satisfied with the outcome of your complaint investigation.
However if you are not there are other people you may choose to contact such as your local member of Parliament, the Minister of Social Development and Employment, The Ombudsman or the Privacy Commissioner.
For further information visit the New Zealand government portal.
Child Youth and Family complaint process
If you have contacted the local office and the problem can't be sorted straight away you can make a formal complaint to Child Youth and Family.
If you are not satisfied after making a formal complaint you can ask for a review by the Chief Executive of the Ministry of Social Development.
Complaints Procedure for Child Youth and Family Residents
If you are a Resident in any of the Child, Youth and Family residences and have a complaint you can ask the Residence staff for a ‘complaint form’ (Whaia Te Maramatanga).
The Residence will look into your complaint and take action if necessary. They will also advise you of their findings.
If you feel that your complaint is not sorted to your satisfaction, you can ask for the matter to be sent to a Residence Grievance Panel for an independent investigation.
Residence Grievance Panel
A grievance panel is appointed to oversee grievances lodged by young people in. Each panel member is appointed by the Minister on the nomination of the Chief Executive of the Ministry of Social Development, following consultation with: The Principal Youth Court Judge, The Principal Family Court Judge, and The Commissioner for Children.
Each panel also includes a Tangata Whenua member from the area in which the residence is situated.
Historic Claims 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 Historic Claims Team will discuss your complaint or claim with you, explain your options, and how we can help.