Office of the Ombudsmen
Te Tari-o-Ngā Kaitiaki Mana Tangata
Media release

Official Information complaints rise – Ombudsmen’s report

The Office of the Ombudsmen has reported that the number of complaints under the Official Information Act increased by more than six percent to 812 in the last year.

In its Annual Report, tabled in Parliament today (Thursday) the Ombudsmen say the increase is because more people are aware that they can request information and more prepared to complain if they are turned down, experience delays or incur charges.

The Ombudsmen say the impact of the Public Records Act and the statutory obligation to create and maintain full and accurate records will increase public expectation about the nature and accessibility of official information.

“Agencies face new challenges in responding to requests where record-keeping has not kept pace with statutory requirements.”

The Office reports that responses by ministers and core government departments show signs of improvement on releasing information under the Official Information Act.

Police topped the table for Official Information Act complaints to the Office of the Ombudsmen in the year to June 30 this year. The Office received 98 complaints, five fewer than the previous year.

The Ministry of Social Development was second, with 64 complaints, 11 of these concerned Child Youth and Family. District Health Boards had 47 complaints and Educational Institutions 40, of which 19 concerned Boards of Trustees.

The Office reports that the number of complaints received under the Ombudsmen Act in the past year is lower than the previous year.

“But at 7,593 it still represents a considerable number of cases.”

The Ombudsmen say, as would be expected, most complaints received against departments related to main service delivery and regulatory areas of IRD, Social Welfare, ACC and Immigration.

The report shows there were 290 Ombudsmen Act complaints against Immigration New Zealand. This is down six percent on the previous reporting year but still significantly higher than the 2004/05 year. Since the Ombudsmen’s last report, the Department has introduced a system that is intended to reduce the number of complaints.

There was a decline for the second year in the number of complaints about the ACC with 111 received. The Office says it is indicative of the ACC’s approach to resolving matters at an early stage, and its increasing use of mediation to resolve difficult cases.

Where Significant Numbers of OA Complaints Arose
Year ended
30/6/06 Year ended
30/6/07
Central Government >=30 complaints [1]
Department of Labour 320 296[2]
Inland Revenue Department 120 125
Ministry of Social Development 168 140[3]
Ministry of Justice 54 49[4]
Local Government >=15 complaints
District Councils – all[5] 275 224
Tasman 25 24
Queenstown Lakes 15 20
City Councils – all5 165 154
Auckland 26 27
Christchurch 18 27
North Shore 16 21
Manukau 15 16
Regional Councils – all 48 37
Other Organisations >=15 complaints
Accident Compensation Corporation 161 111

1 Excludes complaints from prisoners.
2 290 involving the New Zealand Immigration Service and 6 other.
3 Includes complaints directed at former Ministry of Social Policy and Department of Work and Income and 52 concerning Child, Youth and Family.
4 Includes complaints directed at the former Department for Courts.
5 Total for all Councils inclusive of those detailed.

Where Significant Numbers of OIA Complaints Arose
The following table shows the more significant areas where complaints arose:
Year ended
30/6/06 Year ended
30/6/07
Departments and organisations >=20 complaints
Police 103 98
Ministry of Social Development 27 649
District Health Boards 58 47
Educational Institutions 20 4010
Department of Labour 32 3711
Ministry of Justice 23 33
Ministry of Health 17 28
Land Information New Zealand 7 23
Ministers of the Crown >= 15 complaints
Minister of Justice 3 2412
Minister of Education 8 2213
Minister of Social Development and Employment - 2014
Minister of Health 9 1915

9 11 concerning Child Youth and Family.
10 19 involving Boards of trustees – schools.
11 26 involving the New Zealand Immigration Service and 11 other.
12 1 concerning the Assoc. Minister of Justice.
13 1 concerning the Assoc. Minister of Education and 1 the Minister for Tertiary Education.
14 3 concerning the Assoc. Minister of Social Development and Employment.
15 2 concerning the Assoc. Minister of Health.

ENDS

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