Complaints Process Approachability (OT)

Nic Lane made this Official Information request to Oranga Tamariki—Ministry for Children

Currently waiting for a response from Oranga Tamariki—Ministry for Children, they must respond promptly and normally no later than (details and exceptions).

From: Nic Lane

Dear Oranga Tamariki—Ministry for Children,

Can you please supply information regarding your complaints process detailing how you have focussed on designing for Aotearoa’s diverse population.

Specifically, I would like to understand how the ministry ensures the complaints process is rights-based, approachable and accessible across different languages and alternative formats.

Please provide the following:
Documentation of the Complaints Process
- An outline of the complaints process, including step-by-step details on how individuals can lodge a complaint and any flowcharts to understand this process.

Accessibility Design for Languages
- Information on the languages supported within the complaints process, including te Reo Māori, New Zealand Sign Language, and any other languages available.
- Details of any written, spoken, or digital resources available in these languages to assist complainants through the process.
- Any specific strategies or initiatives to support complainants whose first language is not English.

Alternative Format Availability
- Information on the availability of alternative formats (e.g., Easy Read, BRF, Oral) for complaints documentation and resources.
- Timelines around when these Alternative Formats if not provided will be.

Approachability and Inclusivity Design
- Any documents, guidelines, or assessments outlining how the ministry has incorporated inclusivity and approachability into the complaints process, particularly to support individuals with disabilities or language barriers.

Evaluation and Feedback Mechanisms
- Information on how the ministry evaluates the effectiveness of these accessibility measures, including any feedback mechanisms from the public to improve the process.

Please prioritise the supply of these in documents where possible in a non PDF formats.

Thanks in Advance,

Nic Lane

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From: OIA Requests (OT)

Tçnâ koe

 

Thank you for your email to the Oranga Tamariki Official Information Act
request inbox.

 

The Ministerial Support team will respond to you as soon as possible.

 

Please note: This inbox is monitored 8am – 4pm, Monday to Friday
(excluding Public Holidays).

Nâku noa, nâ

 

Ministerial Support

PO Box 546, Wellington 6140

* E: [1]OIA [email address]

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From: OIA Requests (OT)

IN-CONFIDENCE

 

 

 

Tçnâ koe Nic,

 

I am writing to acknowledge receipt of your request for information about
Complaints Process Approachability (Oranga Tamariki) under the Official
Information Act 1982.

 

We will endeavour to respond to you as soon as possible, and in any case,
no later than 11^th December 2024 , being 20 working days from our receipt
of your request on 13^th November 2024, as provided for under the Act.

 

If we are unable to respond to your request within those 20 working days,
we will notify you of an extension to that timeframe.

 

Your reference number is:

Nâku noa, nâ

 

Ministerial Services

PO Box 546, Wellington 6140

P E: OIA [email address]

 

 

 

 

 

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