If you, or a child or young person you know is in immediate danger call Police - dial 111
For non-urgent concerns about a child or young person you are worried about, or who is already in care, contact Oranga Tamariki - Dial 0508 FAMILY(0508 326 459) or email contact@ot.govt.nz
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
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
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.
complete a feedback form at your local Oranga Tamariki office.
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.
Advocacy, Monitoring and Investigating - the Oversight SystemTari 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