What equity analysis, if any, was undertaken on the effect of the 29 June 2026 bond refund changes on Māori, Pacific, low-income, elderly, or disabled tenants?

Answer

While a specific equity analysis was not undertaken, the focus was on ensuring any tenants who would not be able to access the new system through email, text or internet would be supported with the ability to obtain and lodge bond forms manually. The needs of tenants were considered and addressed during the requirements and design phases of each technology update. This led to a decision to provide tenants with a choice between continuing with phone and paper forms via post or moving to transacting digitally. It was also decided not to change how tenant-initiated refunds occurred, with the only change being tenants needing to contact Tenancy Services or contact a tenant advocate organisation such as Citizens Advice Bureau for the manual refund form. Where Tenancy Services does not have a tenant’s email address or mobile number, notifications will be sent to the tenant by post.