2026 Consumer Pathway - Where to Complain and Who Regulates What

A practical guide for older New Zealanders, whānau, and advocates navigating the complaints and regulatory maze. > Not sure where to start? Call Citizens Advice Bureau on 0800 367 222 — they can point you to the right agency for any issue. The Ombudsman is an independent Officer of Parliament who investigates complaints about decisions, acts, or omissions by central and local government agencies. The Ombudsman also has powers under OPCAT (the Optional Protocol to the Convention Against Torture) to inspect places of detention — including aged residential care facilities where residents are deprived of their liberty. - MSD wrongfully denied or reduced your NZ Superannuation - Health NZ refused to fund a treatment or service - A government agency was slow or unresponsive - You were treated unfairly by a government department - An official decision was unreasonable or procedurally flawed - You want to complain about conditions in an aged care facility (OPCAT) - You made an Official Information Act (OIA) request and are unhappy with the response - Investigate and make recommendations (not legally binding but almost always followed) - Require an agency to reconsider a decision - Recommend an apology or remedy - Make public reports - In OPCAT cases, make unannounced inspections of aged care and disability facilities - Ombudsman (OPCAT) — specific to aged care facility inspections - Privacy Commissioner — for complaints about personal information handling