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Kaupapa Here Kōamuamu Ōkawa

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.

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