We take formal complaints seriously, work with complainants to resolve the issue and use complaints as an opportunity to learn and improve our services.
Kaupapa Here Kōamuamu Ōkawa Formal Complaints Policy
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.