Quietly, somewhere in the community, there is a service that is free and accessible to all, which helps navigate individual through their rights, entitlements and obligations known as Citizens Advice Bureau. Popularly known as CAB, this voluntary based national not-for-profit organization recently celebrated its Golden Jubilee in Auckland, commemorating the opening of the first CAB in Ponsonby in 1970, and currently sitting at around 80 centres throughout New Zealand.

It may be natural to think this service is available for New Zealand citizens due to its name. When I saw CAB at central library in the city for the first time, I got the similar impression. However, my curiosity led me to visit the Bureau and the volunteers there clarified that it is not just the citizens, but any work visa holders and visitors as well as people with no valid visas but living in NZ, or people living overseas are welcomed and their queries are taken.

I see Citizen Advice Bureau as a one stop service, where you can enquire just about anything. You can keep yourself anonymous while asking the question, and be assured of being given confidential and independent, unbiased advice or referred to an appropriate agency. Queries could range around your rights on consumer issues, property issue, education, emotional and well being, immigration, employment and access to justice. Some examples of queries; “My employee isn’t giving me paid Annual leave, what could I do?”, “I brought a faulty good from online portal, how can I get the refund”, “My neighbour cut the tree on my side of the house, what are my rights?”, “How do I open a Business in New Zealand?”, “I want to work in social service sector, how do I go about it?”, “My College is getting shut without notice, what are my rights?”, “My partner is having an extra-marital affair, where can I seek support?”, “I got a car ticket for parking but my car was parked right, what can I do to challenge the ticket?”

You can chose to be anonymous to ask about your query, however, if the support involves CAB volunteers speaking with government departments such as MSD, Immigration, Labour, your details may be required to ascertain your identity, but your information isn’t used later on. Many CABs also provide Budget planning support, free Legal Clinics or referral to Community Law Centres if eligible for Legal Aid, and JP (Justice of the Peace) services.

I feel this service is a treasure for the migrants who need to understand the political-social-economic structures/institutions and laws and policies not just to survive but thrive to feel the part of the society and be able to benefit and contribute to. The situation of the migrant is the same as a young child studying and getting familiarised with one’s environment. With this service available unlimited times for one’s use and an easy access (in-person, email or phone), it has helped me settle down comfortably and gaining a third person’s perspective with accurate information.

On the supply side, Citizen Advice Bureau survives on its volunteers for day to day functioning. With ongoing training and IT support containing all the useful information, Volunteers are its backbones. The newer migrants in their free time with basic communication skills can volunteer at CAB, gaining not only skills and experience needed for employment in New Zealand, but also embarking on the learning journey in the process. You also get to meet volunteers from different ethnicities and form networks which can support broaden your worldview.

I feel the influence of CAB on policy changes and formulation could be utilized by the community-based organizations but has not been dwelt into much. Each of their queries received is analysed that supports the Leadership Team to decide on where the gap is and if it requires any further advocacy with the Council or Parliament. I believe direct table talks with CAB along with individuals, repeated queries on a particular issue can create a momentum. Migrant community through their organizational needs, parallel to the political process can make their voices heard and the potential here lies huge.

-Mahima Sukheja, M.A. (Hons.) Social Worker