Complaints statistics
Updated 8 March 2024
Complaints from People on Sentences/Orders
People on sentences/orders (or their authorised advocates) can complain about their experiences. Refer to our Complaint Resolution page for details on how to submit a complaint.
Please see the Offender Complaints Breakdown XLSX, 29.7 KB spreadsheet for a more detailed breakdown of some complaint types from people on sentences/orders.
Complaint Types | 2023/24* | 2022/23 | 2021/22 | 2020/21 | 2019/20 | 2018/19 |
Prisoner: General Complaints (PC.01) | 11,907 | 19,907 | 11,900 | 13,289 | 12,567 | 11,480 |
Prisoner: Allegations Against Staff (IR.07) | 2011 | 1033 | 382 | 341 | 181 | 132 |
Prisoner: Health Complaints | 764 | 99 | # | # | # | # |
Offender: Psychological Services Complaints | 8 | 3 | # | # | # | # |
Offender: Rehabilitation Programmes Complaints | 2 | # | # | # | # | # |
Defendant: Bail Support Services Complaints | 2 | 2 | 5 | # | # | # |
Defendant: EM Bail Complaints | 11 | # | # | # | 24 | 17 |
Offender: Probation Complaints | 256 | 265 | 199 | 305 | 272 | 277 |
Contract Notification - PECCS | 0 | 4 | 0 | 3 | 2 | 2 |
Notes:
- The increase in PC.01 and IR.07 volumes from 2022/23 is linked to prisoners being enabled to submit complaints directly into the system via the prison kiosks.
- The volume of IR.07s which are upheld has remained relatively stable irrespective of the increase in IR.07s received, suggesting that the increase does not relate to an actual increase in poor conduct by staff.
- Corrections is progressively centralising many complaint types. # indicates that no data was recorded in a financial year.
- ‘Contract Notification’ refers to a complaint from a person on a sentence/order (or their advocate) to a contracted provider. In these cases, the provider is required to notify Corrections of the complaint. Note that ‘Contract Notification – PECCS’ includes a small number of complaints from members of the public in addition to complaints from people on sentences/orders.
- PC.01 data has been extracted for the 2023/23 financial year as of 10 January 2024. All other data extracted as of 29 January 2024. Figures reported for some complaint types may have changed compared to previous reporting.
- The Office of the Inspectorate investigates complaints from people in prison and on community-based sentences and orders. Generally, complaints should be resolved at the lowest level. A person on a sentence/order should speak to a Corrections staff member to try to resolve their concern first. If, after that, a person still believes they have been treated unfairly or unreasonably, they can make a complaint to the Inspectorate. In cases of urgency or safety, a complaint can be made directly to the Inspectorate. Statistics on the number of complaints received by the Office of the Inspectorate are available on their website.
Complaints from Members of the Public
Members of the public can also complain about their experiences. Refer to our Complaint Resolution page here for details on how to submit a complaint.
Please see the Public Complaints Breakdown XLSX, 19.8 KB spreadsheet for a more detailed breakdown of some complaint types from members of the public.
Complaint Types | 2023/24* | 2022/23 | 2021/22 | 2020/21 | 2019/20 | 2018/19 |
Unwanted Mail Complaints | 273 | 499 | 630 | 910 | 361 | # |
Kaiwhakamana Complaints | 1 | # | # | # | # | # |
Victim Complaints | 4 | 10 | 3 | 4 | 6 | 8 |
Visitor Complaints | 2 | 4 | 1 | 2 | # | # |
Other Public Complaints | 35 | 5 | 46 | 13 | # | # |
Notes:
- Data extracted as of 29 January 2024. Figures reported for some complaint types may have changed compared to previous reporting.
- Corrections is progressively centralising many complaint types. # indicates that no data was recorded in a financial year.