Good morning Spencer

Your request below has been received and a decision on your request will be provided as soon as possible and no later than 3 June 2026. Responses to requests for information that are considered to be in the wider public interest will be published on the New Zealand Defence Force website (www.nzdf.mil.nz).

Regards

Corporate and Ministerial Services
Office of the Chief of Defence Force
New Zealand Defence Force | Te Ope Kātua o Aotearoa
www.nzdf.mil.nz

-----Original Message-----
From: SPENCER JONES <[FOI #34613 email]>
Sent: Tuesday, 5 May 2026 8:17 pm
To: Ministerial Services <[NZDF request email]>
Subject: Official Information request - Veterans System Governance, Delivery, and VANZ–RSA Interface

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Dear New Zealand Defence Force, Veterans Affairs (VANZ)

Tēnā koutou,

I request the following information under the Official Information Act 1982.

This request relates to the governance, delivery, accountability, and operational structure of the New Zealand veterans support system, including the interface between Veterans’ Affairs New Zealand (VANZ) and the Royal New Zealand Returned and Services’ Association (RSA).

This request is made to understand how veteran support is structured, delivered, monitored, and accounted for across agencies and support partners.

PART 1 — VANZ ↔ RSA INTERFACE

Please provide:

1. All documents, agreements, memoranda of understanding (MOUs), protocols, or other records that define or describe the relationship between VANZ and RSA.
2. Any documents that define:
* roles and responsibilities
* referral processes
* service delivery expectations
* escalation pathways
3. Any service-level agreements (SLAs), contracts, or funding agreements involving RSA in relation to veteran support services.
4. Any policies, guidance, or operational instructions describing when and how VANZ refers veterans to RSA.

PART 2 — OWNERSHIP AND RESPONSIBILITY

5. Documents that define which entity holds primary responsibility for:
* welfare support delivery
* emergency or acute support (e.g. accommodation)
* ongoing case management
6. Any internal guidance or policy documents that clarify:
* whether RSA acts as a delivery agent, partner, or independent organisation
* where accountability sits for outcomes where RSA is involved

PART 3 — REFERRAL AND CASE MANAGEMENT

7. Any documented processes for:
* referral from VANZ to RSA
* tracking of referred cases
* follow-up or outcome reporting
8. Any systems (digital or manual) used to:
* record referrals
* track service delivery
* monitor outcomes
9. Any reporting templates, forms, or databases used in relation to RSA-supported cases.

PART 4 — PERFORMANCE AND MONITORING

10. Any documents describing how performance of veteran support services is monitored where delivery involves RSA.
11. Any reports, reviews, audits, or evaluations relating to:

* RSA-delivered or RSA-supported services
* effectiveness of the VANZ–RSA interface

12. Any documents describing:

* performance indicators
* service standards
* response time expectations

PART 5 — FUNDING AND RESOURCE FLOW

13. Any records showing:

* funding provided to RSA for veteran-related services
* purpose of funding
* conditions attached to funding

14. Any documents linking funding to:

* service delivery expectations
* measurable outcomes

PART 6 — FAILURE, COMPLAINTS, AND ESCALATION

15. Any documents relating to:

* complaints about veteran support delivery involving RSA
* identified service failures or gaps
* escalation processes where support is not delivered

16. Any internal reviews, incident reports, or correspondence relating to:

* unmet veteran needs
* delays or failures in service provision

PART 7 — MINISTERIAL AND CABINET TRACEABILITY

17. Any briefings, reports, or advice to the Minister for Veterans relating to:

* the role of RSA in veteran support
* system performance or identified gaps
* recommendations for system improvement

18. Any documents that demonstrate whether VANZ or RSA-related issues have been:

* escalated to Cabinet
* considered in policy development

PART 8 — RECORDKEEPING AND SYSTEM DESIGN

19. Any documents describing how veteran support activities are recorded, including:

* case files
* referral records
* outcome tracking

20. Any record retention or disposal policies relating to veteran support records.

RESPONSE FORMAT REQUEST

To assist clarity and completeness, I request that you:

* Provide a document schedule listing all relevant documents
(including title, date, author, and brief description where available)
* Clearly identify:
* any information withheld
* the specific grounds for refusal under the Act

If any part of this request is refused under sections 18(e), 18(f), or 18(g), please also provide:

* a description of the searches undertaken
* the systems, repositories, or databases searched
* the keywords or parameters used
* an explanation of why the information cannot be provided

DUTY TO ASSIST

If any part of this request is likely to be refused due to substantial collation or research, I am willing to refine the request. Please contact me promptly to discuss scope in accordance with section 13 of the Act.

FORMAT

I am happy to receive the information in electronic form.

Kind regards,
Spencer Jones

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