Support and guidance

The State redress service is a single point of contact for people seeking information about State redress.

The service can: 

• answer questions about redress 

• help you register a new claim 

• provide information and updates about the progress of your claim, where available 

• help connect you with the appropriate government agency or agencies 

• explain what happens next in the redress process 

• help you access information about care records and wellbeing support 

State Redress NZ is designed to make it easier for people to access information, register claims, and find the right support without needing to work out which agency to contact first. 

State Redress NZ has been introduced to make the redress system easier to understand and navigate. 

It provides a single starting point for people seeking information about State redress and helps connect them with the appropriate agency or agencies.

State redress can include one or more forms of support depending on your circumstances: 

• a personalised apology 

• financial payment 

• counselling or other well-being support 

• assistance with accessing care records 

Not every claim will result in the same outcomes.

The Redress System for Abuse in Care Act 2026 is available on the New Zealand Legislation website.

The Act explains some matters relating to the redress system, including the Serious Offender process and the role of the independent redress officer. 

Read the Act: Redress System for Abuse in Care Act 2026

No. 

You do not need to work out which agency is responsible for your claim before contacting the State redress service. The service will help identify the appropriate agency or agencies.

No. 

When you first contact the State redress service, you only need to provide enough information to help us understand the next step and identify the appropriate agency or agencies. 

You can choose to share more information if you wish, but you will not usually be asked to provide detailed information about your experiences during the initial registration process.

That is okay. 

Many people do not remember all the details of their experiences. Information such as approximate dates, locations, care settings or agency involvement can still be helpful. 

The State redress service can work with you to identify what information may be available.

To verify your personal information, you will be asked for a copy of one of the following forms of identification (ID):

• New Zealand or overseas passport (please include the first page with your photo and details, as well as the page with your signature) 

• New Zealand driver’s license (please include both sides) 

• New Zealand firearms license 

• a statutory declaration [external link] 

• a proof of identify form [external link] 

New Zealand forms of ID within two years of the expiry date are acceptable.  
Any form of ID issued overseas must be current. 

ID that has been cancelled or is defaced cannot be accepted. 

If you do not have one of these forms of identification or are not sure if your ID is acceptable, please contact the State redress service who will be able to assist you with other ways to verify your identity.  

More information on ID requirements can be found at Identification check requirements | New Zealand Ministry of Justice. 

Yes. You do not need to make a redress claim to request information or records relating to your time in care.  

The State redress service can help connect you with the appropriate agency and explain the available options.  

Find out more about requesting care records on the Care Records page.

The State redress service is designed to reduce the need for people to repeat information unnecessarily. 

Where agencies need to work together to respond to a claim, information may be shared in line with privacy and information-sharing requirements.

The State redress service and participating agencies must comply with privacy laws and information-sharing requirements. 

Information is only shared when needed to support the redress process or where otherwise required or permitted by law. 

Read more about Privacy and Information Sharing.

No. The new service will not have access to historic care records. 

Find out more about how care records are managed on the Care Records page.

Some people have experiences that involve more than one care setting, organisation, or government agency. 

You only need to start the process once.  

Where appropriate, agencies may work together to respond through a single claim process. One agency may be appointed as the lead agency and become your main point of contact.

The State redress service is hosted by the Ministry of Social Development (MSD) and supports the wider State redress system. 

The service works with participating redress agencies and helps ensure claims and information are directed to the appropriate agency or agencies.  

While MSD staff working in claims will be able to see your contact details and basic information, claim information is restricted to the State redress service and the responsible agency or agencies.

Yes. You can choose to have a whānau member, support person, advocate, caregiver, or another trusted person support you during the redress process or act on your behalf in some circumstances. 

Find out when an Authority to Act form may be needed and how to appoint a representative. 

Read more about Authority to Act.

Yes. You can choose to seek legal advice or have a lawyer represent you during the redress process. 

You can also choose to engage directly with the State redress service and participating agencies without legal representation. 

Assistance is available to help with the cost of legal services. Contact the State redress service for more information about the support available.

No. You do not need a lawyer to make a State redress claim. Many people choose to engage directly with the State redress service and participating agencies. 

If you would like legal advice or representation, you can choose to engage a lawyer. 

 Assistance may be available to help meet the cost of legal advice or representation in some circumstances. Contact the State redress service for more information about the options available to you.

The State redress service will work with you to understand any accessibility, communication, language, cultural, or support needs you may have. 

Please let us know about any support you require when you contact us.

Yes, in some circumstances. 

If you are terminally ill, seriously unwell, or there are other circumstances that may affect your ability to take part in the process, please let the State redress service know. 

We can share information about your circumstances with the agency responsible for your claim so it can consider whether your claim should be prioritised. 

The State redress service can also discuss any support or adjustments that may help you take part in the process.

The Common Payment Framework helps redress agencies assess financial redress in a more consistent way across the State redress system. 

It provides guidance for agencies when considering financial redress for survivors who choose an individualised assessment. 

Read more about the Common Payment Framework

Possibly. If you have previously received redress from a participating agency, you can still contact the State redress service to discuss your circumstances. 

The agency responsible for the care setting involved in your claim will consider your circumstances and decide whether a further claim can be considered. 

Any previous claims or redress payments may be taken into account during this process.

If you have questions, need support, or would like to discuss your options, please contact the State redress service. 

A member of the team can: 

• answer questions about State redress 

• explain the process 

• discuss the support available 

• help you understand what happens next 
• connect you with the appropriate agency or agencies  

Phone: 0800 110 886

From overseas: +64 4 910 9886

Email: info@contact.redress.govt.nz [email link] 

Post: 
State redress service 
State Redress NZ 
PO Box 1556 
Wellington 6140