1 April 2025
Jo Tawhai
By email: [FYI request #30297 email]
Tēnā koe Jo
Re:
Information request
Our ref:
E25HDC00265/SHO
Thank you for your request of
4 March 2025 requesting, for the 2023-24 year:
1. The number of hohou te rongo which have been conducted.
2. The qualifications and training the cultural team have completed in hohou te
rongo.
3. All relevant policies and procedures in place for hohou te rongo.
4. The risk assessment and conflict of interest process for hohou te rongo.
5. The satisfaction surveys/feedback process and results for hohou te rongo.
6. The total cost for all hohou te rongo.
7. The assessment/analysis of whether HDC-led hohou te rongo leads to quicker
and more effective resolution compared to similar complaints, including
complaints referred back to the provider for their own culturally appropriate
hohou te rongo process.
8. All HDC policies and procedures for HDC-led restorative practice
processes/conferences (equivalent to hohou te rongo) available for non-
Mâori (assuming hohou te rongo is only being offered to Mâori
complainants).
9. The number of HDC-led restorative practice conferences conducted (this does
not include the advocacy service processes) for non-Mâori.
We have considered your request under the Official Information Act 1982.
Please find
below our responses to your individual requests.
Auckland Office: P O Box 1791 Auckland 1140; Wel ington Office (new address): PO Box 245, Wel ington 6140
Freephone: 0800 11 22 33; Email: [email address]; Website: www.hdc.org.nz
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Number of hohou te rongo conducted
In the 2023-24 year HDC facilitated two hohou te rongo.
The qualifications and training the cultural team have completed in hohou te rongo
HDC’s Māori Directorate is a smal team, and releasing details of the training and
qualifications of these individuals would be to release the private information of
identifiable individuals. We therefore must withhold the information requested
pursuant to section 9(2)(a) of the Official Information Act to protect the privacy of
individuals.
Please find
enclosed the position descriptions for the roles in the Māori Directorate,
which provide general information about the qualifications and experience required
for these roles.
Relevant policies and procedures in place for hohou te rongo
HDC does not have a written policy relating to hohou te rongo. Below is a written
summary of the process.
Hohou te rongo process is initiated. This is a tikanga led process involving
whānau and the provider. The Māori Directorate facilitate resolution in line
with whānau aspirations. A key role of the Māori Directorate in this process is
to ensure the space for al is safe ā-wairua, ā-tinana, ā-hinengaro and ā-
whānau.
Whānau resolution achieved.
Recommendations made to the provider (if any).
Complaint is closed by HDC’s Complaints Assessment Team.
Please note that the hohou te rongo process is flexible and able to be utilised for both
open and closed complaints. For example, the process may be initiated with the aim
of resolving an open complaint, or it may be recommended by HDC at the end of our
process, and facilitated after the complaint has been closed.
The risk assessment and conflict of interest process for hohou te rongo
Please find
enclosed HDC’s conflict of interest policy.
Satisfaction surveys/feedback process and results for hohou te rongo
HDC is still in the process of receiving feedback as part of our evaluation process into
hui-ā-whānau and hohou te rongo. We are not in a position to release this information
until this process has been completed. Because this review is still in progress, we are
withholding this information pursuant to section 9(2)(g) of the Official Information Act
to maintain the effective conduct of public affairs through the free and frank
expression of opinions by or between or to the Commissioner and her employees.
In relation to the information withheld, we are of the view that the reasons outlined
above are not outweighed by other considerations that render it desirable, in the
public interest, to make this information available.
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Total cost for al hohou te rongo
The overal cost for hohou te rongo in the 2023-24 financial year is comprised of Māori
Directorate team members’ salary cost for time spent and travel cost associated with
facilitating hohou te rongo. The overall cost was approximately $1,118.
Assessment/analysis of efficiency and effectiveness of hohou te rongo
HDC is stil in the process of undertaking an evaluation into hui-ā-whānau and hohou
te rongo. We are not in a position to release this information until this process has
been completed. Because this review is still in progress, we are withholding this
information pursuant to section 9(2)(g) of the Official Information Act to maintain the
effective conduct of public affairs through the free and frank expression of opinions
by or between or to the Commissioner and her employees.
Please note that the purpose of hohou te rongo is not specifically to speed up
resolution of complaints, but to resolve complaints in a way which reflects te ao Māori
(the Māori worldview).
HDC does not specifically collect data on which complaints were ‘referred back to the
provider for their own culturally appropriate hohou te rongo process’. To locate this
information would involve a manual search of complaints and therefore this aspect of
your request is refused pursuant to section 18(f) of the Official Information Act as it
cannot be made available without substantial collation or research.
Policies and procedures for restorative practices for non-Māori
HDC does not have specific policies/procedures relating to restorative practices. We
therefore refuse this request pursuant to section 18(e) of the Official Information Act
as the information does not exist.
Please note that the use of the hohou te rongo process is not restricted to Māori
complainants. The implementation of hohou te rongo was to make HDC’s existing
complaints processes work better for Māori, by introducing a process which better
aligns with te ao Māori, noting that some other aspects of HDC’s process can be
experienced as Euro-centric. It is available to any complainant that may benefit from
such a process.
Number of restorative practice conferences conducted for non-Māori
HDC does not undertake ‘restorative practice conferences’. We therefore refuse this
your request pursuant to section 18(e) of the Official Information Act as the
information does not exist.
You may seek a review of this decision from the Office of the Ombudsman.
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Nāku iti noa, nā
Jane King
Associate Commissioner Legal
Enc
PD - Senior advisor-Māori-Pasifika-Aged-Care
PD- Kaitohu Māori-Director Māori
Conflicts of Interest Policy 2023
