The issue
The Royal Commission highlighted challenges for survivors navigating the State redress system with multiple agencies operating different procedures. It found:
- navigation of the system was confusing for survivors
- repeated intake and retelling caused trauma for survivors
- inconsistent standards across redress agencies makes the system feel unpredictable and frustrating.
The improvements
Joined up redress system with one set of common policies
Survivors will experience a joined-up and consistent approach when accessing redress, irrespective of which State agency they were in the care of.
To support this approach a set of common policies for the redress system are being developed and have been published:
Integrated operating model and single-entry point to State Redress system
A single-entry point and integrated operating model will deliver a joined up and seamless service for survivors accessing redress. The Redress New Zealand website will be updated regularly as and when the following initiatives to support a joined-up approach are implemented:
- a single redress management system to respond to redress claims and monitor the system
- information sharing agreements to manage individuals' privacy
- a single team, with a single phoneline and email, to support survivors seeking to register a claim and answer questions about the redress process
- a new integrated operating model to support joined-up service delivery.
A recent decision to extend the State redress system to survivors abused in State-run mental health facilities from 1 July 1993 to 30 June 2022 will be incorporated into the design of the new operating model.
Simple application process
Consistent tools and guidance for all redress agencies is being developed to support a simple application process for survivor registered for redress. This includes the development of a standardised application form to collect survivor information across all redress agencies.
Integration of Te Puni Kōkiri and Department of Corrections claims
Work is underway to develop an approach to assess and respond to Te Puni Kōkiri and the Department of Corrections claims. The agencies are currently considering eligibility statements for their claims process and how the claims will be assessed.
One point of contact and one redress claim for each survivor
A process is being developed to identity and manage redress claims involving multiple agencies for survivors. This includes an agreed approach to develop settlement offers for claims involving multiple agencies.
The delivery of this work is aligned to the delivery of the integrated operating model initiatives.
Common Legal framework
A framework with clear and consistent parameters around what legal costs will be covered by the Crown will be designed, tested and implemented by June 2026.