Making a complaint about a charity
Updated November 2010
Charities Services inquires into anyone alleged to be engaged in conduct in breach of the Charities Act or serious wrongdoing in connection with a registered charity
What is the role of Charities Services?
Charities Services was established by government in 2005 to register and monitor charitable organisations in New Zealand and to provide them with support and education on good governance and management.
Charities Services' role is to increase charities' effectiveness and the public's trust and confidence in them.
To do this, we:
- maintain and monitor a register of charities
- receive Annual Returns and monitor the activities of charities
- promote public trust in charitable organisations
- provide education and assistance to the charitable sector
- encourage best practice in governance and use of resources
- provide advice on matters relating to charities.
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What powers does Charities Services have?
We have limited powers under the Charities Act 2005 in respect of registered charities and breaches of the Act. These include the powers to issue warnings, publish details of possible breaches of the Act, publish details of possible serious wrongdoing, and to deregister a charity.
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What type of complaints does Charities Services deal with?
We receive a range of complaints about charities or people involved with them.
We inquire into anyone alleged to be engaged in conduct in breach of the Charities Act or serious wrongdoing in connection with a registered charity. We do this if we consider the inquiry is reasonably necessary for the purposes of carrying out Charities Services functions and exercising its powers under the Act.
We also initiate our own inquiries and respond to information provided to us.
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Do I need to complain to the charity concerned before making a complaint to Charities Services?
We encourage you to first use all available methods to resolve the matter with the charity directly, before approaching Charities Services.
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How should I complain to Charities Services?
You must complain to Charities Services in writing. You can do this by emailing: compliance@charities.govt.nz or by sending a letter to:
Compliance Team
Charities Services
PO Box 30112
LOWER HUTT 5040 Return to top
We need as much information as possible so we can effectively assess your complaint and decide the appropriate course of action
It would be helpful if you provided the following:
- the name of the charity and its registration number
- the name of any people involved
- the allegation against the charity or people
- the effect on the charity
- any actions you have taken regarding your concerns
- whether there has been any publicity surrounding the issue
- copies of documentary evidence supporting the complaint
- details of your dealings with the charity in relation to your concerns
- details of any dealings or correspondence you have had with other agencies regarding your concerns.
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What details do I need to give Charities Services about myself?
You need to tell us your name, telephone number, postal address and email address (if you have one).
You also need to tell us about any connection you have with the charity or the person you are complaining about.
We do assess complaints that are made to us anonymously – however, it is difficult for us to investigate and respond effectively to information we receive anonymously.
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How long will it take for my complaint to be dealt with?
This depends on the nature and complexity of your complaint. The actions we need to take and the time it takes to complete an investigation varies from complaint to complaint.
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Will I hear back from Charities Services with an outcome?
Yes. We will acknowledge your complaint and let you know if we intend to take the matter further or refer it to another agency.
If we take up the matter for investigation, we will write and let you know the conclusions we reach.
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Information relating to complaints is subject to requests under the Official Information Act 1982.
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