Citizens Advice Bureau New Zealand |
Ngā Pou Whakawhirinaki o Aotearoa

Website

konae.org.nz

Judges’ comments

The Citizens Advice Bureau New Zealand website has a clear purpose that’s immediately obvious from its homepage. The judges praised how each page is built around commonly asked questions, making it reader-focused and easy to follow. The headings are frequent, clear, and descriptive. Together, they tell a story that’s easy to scan and understand at a glance.

The writing uses short paragraphs focused on one topic, and short straightforward sentences in active voice. The words are mostly clear and familiar. When technical terms are needed, they’re explained – for example, ‘redress’ appears in the top menu, then is immediately explained by a page titled ‘What is redress?’.

The judges especially liked the tone, which is warm, supportive and reassuring. Phrases like ‘We have heard from people who have been through the process’ and ‘Your wellbeing is important’ acknowledge lived experience and show care.

The website was co-designed with survivors and people with lived experience through interviews, focus groups, surveys, and accessibility reviews. The judges noted this inclusive approach was well-suited to the website’s purpose and importance for users’ wellbeing. The feedback led to clearer navigation, a simpler homepage, and language adjustments that made the site safer and easier to use.

Overall, the judges found the website is a strong example of plain language and information design to help people in need. It clearly supports people to understand their rights, find their records, and navigate difficult processes with care and clarity.

Media statement

Citizens Advice Bureau is honoured to be recognised in the Plain Language Awards for our work on Kōnae: My Records Guide (konae.org.nz). Plain language is central to our kaupapa. It makes important information accessible so people can understand their rights, access services, and make informed decisions.

Kōnae: My Records Guide is an important website designed to support people to access records created about them, by government, faith-based or other organisations involved in decisions about their guardianship or care.  On Kōnae, people can find up-to-date, plain language information for requesting records from over 60 organisations.

A lot of time, effort, and aroha has gone into ensuring the content of the website is clear and accessible and that it honours the people Kōnae is for. It has been written with insights and advice from survivors of abuse in care and other people with lived experience.

Kōnae was commissioned by the Government as part of its response to the Royal Commission of Inquiry into Abuse in State and Faith-based Care, where it was found that people faced many barriers to accessing personal records.

Survivors reported long delays, heavily redacted or incomplete information, and uncertainty about their rights and how to request those records. Providing accessible, plain language information has been an important part of addressing these problems.

Since the launch of Kōnae in February 2025 we’ve had over 40,000 visits, more than 100,000 pageviews, and over 1,000 records requests sent through our Kōnae online form. We hope that Kōnae continues to help people and their whānau access their records.

We are very proud to have Kōnae recognised in this year’s Plain Language Awards.

Kerry Dalton
Chief Executive Officer
Citizens Advice Bureau New Zealand | Ngā Pou Whakawhirinaki o Aotearoa