This page explains what usually happens after you make a State redress claim and what you can expect at each stage of the process. 

The State redress service will help guide you through the early stages of the process and keep you informed about what happens next.

Step 1: Contact the State redress service

When you contact the State redress service, a member of the team will:

  • answer your questions 
  • explain the process 
  • gather information needed to start your claim 

You do not need to have all the details, dates or documents ready before contacting us.  

We can work with you to understand what information is available and what may be needed. 

At this stage, you will not usually be asked for detailed information about your experiences.  

Instead, we focus on understanding: 

  • where your experiences occurred 
  • when they occurred 
  • which agency or agencies may be responsible for responding to your claim 

Step 2: We receive your claim

Once we have the information needed to start your claim, it will be recorded in the State redress system. 

The State redress service will explain how your information may be collected, used, and shared as part of the redress process. 

Step 3: We identify the right agency

We will identify which agency or agencies may be responsible for responding to your claim. 

To do this, information about you and your claim may need to be shared with those agencies. 

If your experiences relate to more than one care setting or agency, agencies may work together to respond to your claim. 
Agencies may share information about your experiences so they can understand and assess your claim and provide a more joined-up response. 

This helps reduce the need for you to repeat information and supports a more joined-up response. 

Information is only shared when needed and is handled in line with privacy and information-sharing requirements. 

You can learn more on the Privacy and Information Sharing page.

Step 4: We confirm whether your claim is eligible 

The agency or agencies responsible for your claim will decide whether your claim meets their eligibility criteria. 

The State redress service will remain your main point of contact while your claim is being considered for eligibility. 

The service can: 

  • provide updates about your claim 
  • explain what stage your claim is at 
  • answer general questions about the process 
  • help you access information about care records or support services 
  • help coordinate communication with agencies where needed 

Criminal record checks for financial redress 

If your claim is eligible, you will be asked to complete a Serious Offender Declaration and agree to a criminal record check. 

Having a criminal conviction history does not stop you from making a State redress claim. 

Find out more about the Financial redress and criminal record checks.

Step 5: An agency takes the lead  

Once your claim has been confirmed as eligible, it will be allocated to the agency responsible for responding to it. 

When that agency is ready to begin assessment, it will assign an agency lead. 

Your agency lead will become your main point of contact. 

They will:  

  • work with you through the assessment process 
  • discuss available redress options 
  • explain what happens next 
  • answer questions about your claim 

If your experiences involve more than one care setting or agency  

If your experiences involve more than one care setting or agency, those agencies may work together to manage your experiences through a single claim process and provide a more joined-up response. 

When this happens, one agency may be appointed as the lead agency. 

That agency will assign your agency lead, who will become your main point of contact. 

The State redress service will introduce you to your agency lead when this occurs. 

Step 6: Your claim is assessed 

Your agency lead will work with you to understand your experiences and assess your claim. 

This may include considering: 

  • information you provide 
  • records relating to your time in care 
  • other information relevant to your claim 

You do not need to remember every detail. 

Your agency lead will explain what information may be helpful and why it is needed. 

Different assessment options 

Depending on where your experiences occurred, there may be different assessment options available. 

These may include: 

  • a rapid payment process 
  • an individual assessment process 

Your agency lead will explain which options are available to you and what each option involves. 

Support from people you trust 

You do not have to go through the process alone. You can choose to have support from: 

  • a lawyer 
  • an advocate 
  • a whānau member  
  • a support person or other representative  

Your agency lead can explain the support options available to you, including when an Authority to Act may be needed. 

Timeframes 

The time needed to progress a claim can vary. This depends on factors such as: 

  • the agency involved 
  • the type of claim 
  • the number of claims already waiting to be assessed 
  • the assessment approach being used 

Some claims move to assessment quickly. Others may wait longer before an agency is ready to begin assessment. 

The State redress service and your agency lead will keep you informed about significant changes and what to expect next.

Support during the process 

Talking about abuse or neglect, or reading information in care records, can be difficult. You can take the process at your own pace. 

Support may be available before, during, and after the redress process. 

You can find information about: 

  • wellbeing support 
  • peer support 
  • care records 
  • legal representation 
  • accessibility support 
  • Authority to Act 

Read more in Support and guidance.