Tçnâ koe Nic Lane,

Thank you for your email received 13 November 2024, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond.

Ngâ manaakitanga,

Official Information Team | Ministerial and Executive Services
Ministry of Social Development

Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mâtou he whakamana tangata kia tû haumaru, kia tû kaha, kia tû motuhake

-----Original Message-----
From: Nic Lane <[FOI #29179 email]>
Sent: Wednesday, November 13, 2024 4:33 PM
To: OIA_Requests (MSD) <[MSD request email]>
Subject: Official Information request - Complaints Process Approachability (MSD)

Dear Ministry of Social Development,

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 Mâori, 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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