The issue
Over time the number of new redress claims received has exceeded the number of claims that could be resolved each year. A backlog of over 3,000 open unresolved claims has built up with the Ministries of Social Development and Education, resulting in wait times of up to five years to process claims. Although agencies prioritise claims for claimants who are terminally ill or elderly, delays in the provision of redress compounds the harm already experienced by survivors.
The improvements
The focus is on timely, transparent, and compassionate handling of redress claims is essential.
This will be achieved by streamlining assessment processes and removing investigation of some practice failures.
In November 2024 the Government increased the redress system’s capacity to resolve claims with further increases from July 2026.
This work is complemented with the work to increase system capacity.
Streamline assessment processes and remove practice failures
Enhancements to existing processes to create efficiencies will require changes to the Ministry of Social Development and the Ministry of Education assessment processes to focus on allegations of abuse and neglect, including practice failures by staff that led to abuse or neglect occurring and to discontinue assessment of allegations of failures by staff that did not lead to abuse or neglect.
This work will be completed by December 2025 and will be aligned with the introduction of the common payment framework.
Increase in system capacity
To address the backlog of open unresolved claims that sit with the Ministry of Social Development and the Ministry of Education, there will be a phased approach to increasing the number of settlement offers made over the next three years:
- Complete a minimum of 1550 settlement offers made in 2025/26
- Complete a minimum of 2000 settlement offers made in 2026/27
- Complete a minimum of 2150 settlement offers made in 2027/28