We appreciate your feedback and view it as an opportunity to learn and improve our services.
If you require a service, such as noise control, animal control or litter collection, please contact us.
If you have done this and feel dissatisfied with our service, we encourage you to
let us know through our complaints process.
A complaint is an expression of dissatisfaction by one or more of our customers, citizens, ratepayers or visitors about:
- our action or lack of action
- our decision
- the standard of service received from our staff or contractors.
How we manage complaints
We are committed to resolving issues and delivering a timely, professional and courteous service. When we work to resolve issues, we enter into a relationship with our complainants, based on mutual honesty and respect.
Our complaints policy sets out guiding principles for our staff to follow when handling complaints. If you would like further information on this policy, please feel free to contact us.
Depending on your issue, we will either manage this through one of our central teams or work alongside the particular business area involved to seek a resolution.
Our standard response timeframe is an acknowledgement within 3 working days and a response in 10 working days. However, if the issue needs more time we will let you know and keep you updated.
There may be situations where we can’t help, but we will try to suggest alternative options, such as the Citizen’s Advice Bureau for civil matters, independent legal advice where appropriate, or other government agencies that might be able to assist.
We have a dedicated Complaints and Issues Resolution team, including relationship managers, who:
- coordinate a response
- oversee any issues.
They also assist business units manage issues relating to services they provide.
Let us know
If you feel that we have let you down in some way, please tell us what has happened, what you expected and what you think we can do about it.
- Use our online form.
- Phone us on (09) 301 0101.
- Visit one of our customer service centres.
- Send a letter to:
Complaints and Issue Management Team
Private Bag 92300
If you are following up on a earlier complaint please have your reference number on hand.
Still have concerns?
If you are not satisfied with our response to your complaint, contact us and we will consider your concerns and carry out a fair review.
Please provide the reference number of your initial complaint and a brief description of what has happened to date.
If we can't resolve the issue together
If after working together to resolve the issue you are still not happy with the outcome, you can contact the Office of the Ombudsman.
They will consider an impartial review of the processes we have applied when dealing with your complaint.