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Formal Complaints Policy

We take formal complaints seriously, work with complainants to resolve the issue and use complaints as an opportunity to learn and improve our services.

What the policy does

This policy explains:

  • what we mean by 'formal complaint'
  • guiding principles we apply when handling formal complaints
  • our process for handling formal complaints
  • staff roles, responsibilities and procedures
  • how we record formal complaints.

Who the policy covers

This policy applies to all Auckland Council:

  • employees
  • casual staff
  • contractors
  • temporary staff.

Get a copy of the policy

Unreasonable Complainant Conduct

When working to resolve issues, in rare circumstances, we may need to apply our Unreasonable Complainant Conduct Policy.

This policy aims to minimise the potential impact unreasonable behaviour has on our staff.

 Related topics

 

 

Make a formal complainthttps://www.aucklandcouncil.govt.nz/report-problem/formal-complaintMake a formal complaintSubmit a formal complaint to us online.aspx
Privacy and official information requestshttps://www.aucklandcouncil.govt.nz/about-auckland-council/privacy-official-information-requestsPrivacy and official information requestsRead about our official information services, how to make an official information request, read published responses to information requests.aspx
Our Customer Charterhttps://www.aucklandcouncil.govt.nz/report-problem/Pages/Our-Customer-Charter.aspxOur Customer CharterRead our Customer Charter outlining what you can expect from us. Also find out how you, a member of the public, can help us deliver a high standard of customer service.aspxPrivacy, terms and conditions
Unreasonable Complainant Conduct Policyhttps://www.aucklandcouncil.govt.nz/plans-projects-policies-reports-bylaws/our-policies/Pages/unreasonable-complainant-conduct-policy.aspxUnreasonable Complainant Conduct PolicyWhen working to resolve issues, in rare circumstances we may need to apply our Unreasonable Complainant Conduct Policy.aspxPolicy
Request a review of the outcome of your formal complainthttps://www.aucklandcouncil.govt.nz/report-problem/formal-complaint/Pages/review-formal-complaint.aspxRequest a review of the outcome of your formal complaintFind out how we work to resolve formal complaints.aspx
Report a problemhttps://www.aucklandcouncil.govt.nz/report-problem/Pages/report-a-problem.aspxReport a problemReport online if you see a maintenance problem in parks, community facilities or venues, beaches and maunga. For other problems in your community or home, find out how to phone the organisation responsible.aspx

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