Getting support

VOYCE Whakarongo Mai is an independent advocacy service for children in care and can help connect you with other services. Find out more at www.voyce.org.nz
Freephone: 0800 4VOYCE (0800 486 923) or send a message online 

Youth Law provides free legal services for all tamariki
Children (plural) aged 0-13 yearsView the full glossary and rangatahi
Young person aged 14 – 21 years of ageView the full glossary, or people making enquiries on their behalf. Find out more at youthlaw.co.nz, phone Youth Law on 0800 884 529 or email legal@youthlaw.co.nz

 

Helplines for counselling support

  • Need to talk? If you need to talk about how you're feeling right now, trained counsellors are available free of charge at anytime of the day or night. Find out more at 1737.org.nz 
    Free call or text anytime on 1737
  • What's Up is a free helpline and online chat service for children and young people ages 5-18. Find out more at  whatsup.co.nz 
    Call 0800 WHATSUP (0800 942 8787) from 11am to 11pm. Online chat is available at whatsup.co.nz from 11am to 10.30pm every day.
  • The Lowdown is a space created with rangatahi for rangatahi. You can learn, express and engage around your hauora (wellbeing), identity, culture and mental health. Trained counsellors are also available to help. Find out more at thelowdown.co.nz
    Free text 5626 or call 0800 111 757 email team@thelowdown.co.nz

 

 

Caring Families Aotearoa
New ZealandView the full glossary supports caregivers of children in care. Find out more at caringfamilies.org.nz Freephone: 0800 693 323 or email: enquiries@caringfamilies.org.nz

Oranga Tamariki has a caregiver support line 0508 227 377 and a webpage with resources for caregivers: ot.govt.nz/caregiving/support-and-learning/ 

Helplines for counselling support

  • Need to talk? If you, or someone you know, needs to talk about how they're feeling right now, trained counsellors are available free of charge at anytime of the day or night. Find out more at 1737.org.nz 
    Free call or text anytime on 1737

Making a complaint

If you have a concern about Oranga Tamariki or another custody or care provider you can make a complaint. 

You can make a complaint with Oranga Tamariki or the provider first. If you’re not sure about doing that, or your complaint is about more than one organisation, then you can talk to someone at the Ombudsman.

For Tamariki
Children (plural) aged 0-13 yearsView the full glossary or Rangitahi in care, VOYCE – Whakarongo Mai can work with you to understand your rights and help you express your views on any matter. This includes supporting you to resolve issues or make a complaint. Find out more about VOYCE at voyce.org.nz

Download the PDF guide to getting support and making a complaint in the oranga tamariki system. 

Oranga Tamariki or community providers contracted to Oranga Tamariki

If you have a concern about Oranga Tamariki, or a provider contracted to Oranga Tamariki, you can make a complaint.

You can make a complaint with Oranga Tamariki or the provider first. If you’re not sure about doing that, or your complaint is about more than one organisation, then you can talk to someone at the Ombudsman.

Making a complaint about Oranga Tamariki:

Making a complaint about another custody or care provider

Other custody or care providers are contracted by Oranga Tamariki. If you have a concern about one of these providers, you can make a complaint to the provider directly or contact Oranga Tamariki (see above).

If your complaint is about the Open Home Foundation, there is a complaints process outlined on their website. This includes phoning 0508 673 646, or emailing the Practice Manager or the Chief Executive at nationaloffice@ohf.org.nz.

If your complaint is about Barnardos, you can make a complaint to the General Manager - phone 0800 227 627, email info@barnardos.org.nz or find out more online at barnardos.org.nz/get-in-touch.

How the Ombudsman can help

If you aren’t happy with the response from Oranga Tamariki
Children (plural) aged 0-13 yearsView the full glossary, or another provider, you can make a complaint to the Ombudsman.

You can contact the Ombudsman on 0800 802 602, email info@ombudsman.parliament.nz or find out more on the Office of the Ombudsman website.

Make a complaint to the Ombudsman

Advocacy, Monitoring and Investigating - the Oversight System Tari tirohanga whānui

Advocacy, Monitoring and Investigating - the Oversight System

There is now strengthened monitoring, complaints processes and advocacy for tamariki
Children (plural) aged 0-13 yearsView the full glossary (children), rangatahi
Young person aged 14 – 21 years of ageView the full glossary (young people) and their whānau
Whānau refers to people who are biologically linked or share whakapapa. For the Monitor’s monitoring purposes, whānau includes parents, whānau members living with tamariki at the point they have come into care View the full glossary (family), in the oranga tamariki system.

The ‘oranga tamariki system’ is responsible for providing services and support to tamariki and rangatahi and their whānau under, or in connection with, the Oranga Tamariki Act. This includes services like early support, emergency help, care, youth justice and transitions out of care. This also includes work to support whānau wellbeing and reduce risks to tamariki. 

Lots of organisations are involved in the oranga tamariki system. There are government
organisations such as Oranga Tamariki, Police, and health and education organisations, iwi
TribeView the full glossary, hapū
Sub-tribeView the full glossary, and Māori social services as well as community organisations.

Three oversight agencies work together to check that law is being applied correctly, services are being delivered effectively, and that those services are improving outcomes for tamariki and rangatahi.

The Children and Young People’s Commission (from 1 July) advocates for the interests, rights and wellbeing of all mokopuna, including those in the oranga tamariki system, and where needed, help mokopuna and their whānau navigate the system to resolve problems. Find out more at occ
Office of the Children's Commissioner View the full glossary.org.nz or phone the Child Rights Line on 0800 224 453

Aroturuki Tamariki, the Independent Children’s Monitor, listens to the voices of tamariki and rangatahi and their whānau in monitoring the performance of the oranga tamariki system. This includes compliance, quality of practice and outcomes, and identifying areas for improvement. Monitoring reports are used by others to advocate for system change. Find out more at aroturuki.govt.nz or email info@aroturuki.govt.nz

The Ombudsman handles complaints about Oranga Tamariki, its care or custody providers, and other government organisations. The Ombudsman also investigates and monitors serious and significant issues. Find out more at ombudsman.parliament.nz/
children-in-care or phone 0800 802 602

 

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