Why changes were needed
The Royal Commission highlighted challenges for people navigating the State redress system.
It found that:
- navigating the system could be confusing
- survivors were often required to repeat information about their experiences
- different agencies used different processes and approaches
In response, improvements have been introduced to make State redress easier to access, easier to understand, and more consistent across agencies.
What these changes mean for survivors
These improvements are intended to make it easier for people to:
- know where to start
- access information and support
- make a claim through a centralised service
- avoid navigating multiple agency processes on their own
- receive a more coordinated response when more than one agency is involved
Joined-up redress system with common policies
Government agencies are working together to provide a more consistent approach to State redress.
Common policies and processes help agencies respond to claims in a more consistent way, regardless of which agency is responsible.
A centralised State redress service
A centralised State redress service is now available.
The State redress service is a central service that helps people access information, make a claim, understand what happens next, and connect with the appropriate participating agency or agencies.
The State redress service can:
- answer questions about State redress
- help people make a claim
- provide information about existing claims
- explain how information may be collected, used and shared
- connect people with the appropriate agency or agencies
The introduction of the State redress service is intended to make the system easier to navigate and reduce the need for people to work out which agency they need to contact.
The State redress service is hosted by the Ministry of Social Development (MSD) on behalf of participating agencies in the State redress system.
Simpler and more consistent claims process
A simpler and more consistent approach to making claims has been introduced across the State redress system.
This includes common forms, guidance and processes to help make it easier for people to access State redress and provide the information needed to begin the process.
Additional agencies are now included in the State redress system
The State redress system has expanded to include claims relating to:
- Te Puni KÅkiri
- the Department of Corrections, in relation to youth penal institutions operated by the former Department of Justice
- Health New Zealand services and former State-run mental health and psychopaedic facilities.
This means people with experiences relating to these agencies can access the same State redress entry point. Where a claim involves more than one agency or care setting, agencies can work together to support a more coordinated response.
Government agencies continue to work together to support information sharing and coordination where required to respond to claims that span more than one organisation.
One redress claim for each survivor
Some people's experiences involve more than one care setting, organisation or government agency.
Where appropriate, agencies can work together through a single claim process.
This helps reduce the need to repeat information and supports a more coordinated response.
We are continuing to develop the detailed policies and processes that will support this approach.
A common legal framework
Work is underway on a common legal framework that will provide greater consistency in the legal costs that may be covered by the Crown as part of the State redress process.