Improve access to and navigation of redress services

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 to deliver redress, irrespective of which State agency they were in the care of. 

A single set of policies will be developed that will be published on this website. This work is expected to be completed in June 2026.

Integrated operating model and single-entry point to State Redress system

The government will introduce a single-entry point and integrated operating model that will mean survivors will experience a joined up and seamless service. The single entry point and operating model is supported by the Redress New Zealand website that will be updated regularly as and when initiatives are implemented. 

In addition, there are four other initiatives to support the introduction of a single-entry point for survivors: 

• The development of a single redress management system to support a joined-up approach to respond to redress claims and monitoring the system whilst managing individuals' privacy 
• Information sharing agreements to support delivery of a joined-up redress system whilst appropriately managing individuals' privacy 
• The creation of a single team, with a single phoneline and email, to support survivors seeking to register a claim and answer questions about the redress process 
• The development of a new integrated operating model that supports joined-up service delivery. 
  
  

These initiatives are currently being worked on and will be delivered by June 2026 

Simple application process

The government is developing consistent tools and guidance to support survivors registering for redress. 

The implementation of this work is aligned to the work on the other initiatives and will be delivered by June 2026. 

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 as they don’t currently have a process in place. 

The implementation of this work is aligned to the delivery of the integrated operating model initiatives due to be completed by June 2026. 

One point of contact and one redress claim for each survivor

A process to identity and manage redress claims involving multiple agencies for survivors who have had care experiences is currently under development. This includes an agreed approach to develop settlement offers for claims involving multiple agencies. 

The implementation of this is aligned to the work on the integrated operating model initiatives and will be delivered by June 2026. 

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.