Information to help manage capacity for the Sensitive Claims Service
Following the first six monthly reporting cycle of the Sensitive Claims Service, you've provided us with valuable information about the number of kiritaki (clients) that use your services, how many you placed on a waitlist (if you manage a waitlist), and the number of referrals you couldn’t accept. This period of reporting also accounts for the new contract being implemented as well as transitioning kiritaki from the Integrated Service for Sensitive Claims to the new Sensitive Claims Service.
The information you share with us may change over time once we launch the new pathway into the Sensitive Claims Service through Safe to talk on 1 September 2025. We will communicate any changes to you prior to the next reporting period.
According to the data we received
The total number of clients reported to be on waitlists from January 2025 through to June 2025 was 3,049 (please note that clients may be double counted if they are on separate waitlists with multiple suppliers).
Due to capacity restraints, 14,226 referrals couldn’t be accepted due to capacity constraints. This doesn’t mean 14,226 unique clients were referred — people may have contacted more than one supplier to find an available provider or to go on a waitlist.
The average wait time across all regions is 14 weeks. This doesn’t mean all clients who wanted to start the Sensitive Claims Service during this quarter had to wait 14 weeks — the wait time is only for clients who were on a waitlist. We do not have information on how many clients accessed services without having to wait.
During the same period, 7,814 new sensitive claims were lodged — of which 3,547 went on to receive support through the Sensitive Claims Service.
The table below shows the regional wait time reported between 1 January 2025 – 30 June 2025 for clients on a waitlist.
|
Region |
Average wait time |
|
Northland |
12.7 weeks |
|
Auckland |
10.8 weeks |
|
Waikato |
6.5 weeks |
|
Bay of Plenty |
6.4 weeks |
|
Gisborne |
8.0 weeks |
|
Hawke's Bay |
12.4 weeks |
|
Taranaki |
10 weeks |
|
Manawatu-Wanganui |
31.3 weeks |
|
Wellington |
22 weeks |
|
Nelson/Marlborough |
2.6 weeks |
|
Canterbury |
18.4 weeks |
|
West Coast |
13.5 weeks |
|
Otago |
11.4 weeks |
|
Southland |
28.5 weeks |
Read more information on how to manage waitlists, decline referrals, and deliver services outside of your Geographical Areas (GA) to address capacity issues.