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Auckland Council
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Make a formal complaint

We appreciate your feedback and view it as an opportunity to learn and improve our services.

​When to make a formal complaint 

You can make a formal complaint if you have concerns about:

  • our action or lack of action
  • a decision we've made
  • the standard of service received from our staff or contractors.

​What is not a formal complaint

Formal complaints should not include:

If your request is not a formal complaint, contact us.

How to make a formal complaint

 By email

When making a formal complaint, please include:

  • your first and last name
  • your contact phone number
  • a detailed description of your complaint
  • any council reference numbers you have that relate to the problem
  • the names of any council staff you have been dealing with
  • copies of any letters, photographs or emails that are relevant to the problem.

complaints@aucklandcouncil.govt.nz

 By phone

​Call us on 09 301 0101

You can call us 24 hours a day, 7 days a week. The call is toll free for most residential landlines within Auckland Council boundaries (toll free calls are not allowed by all service providers).

 By post

​When making a formal complaint, please include:

  • your first and last name
  • your contact phone number
  • a detailed description of your complaint
  • any council reference numbers you have that relate to the problem
  • the names of any council staff you have been dealing with
  • copies of any letters, photographs or emails that are relevant to the problem.

Customer issues and complaints
Auckland Council
Private Bag 92300
Victoria Street West
Auckland 1142

​What happens next

We will resolve issues in a way that is timely, professional and courteous.

Our dedicated team will investigate your complaint thoroughly and impartially.

We will let you know that we have received your complaint within three working days and you will get a response in 10 working days.

We will contact you if we need more time to resolve the issue.

​If you still have concerns

If you are not satisfied with our response to your complaint, we will take another look into your complaint through our review process.

Email us at complaints@aucklandcouncil.govt.nz to let us know you would like a review.

If we can't resolve the issue together

If we have completed a review and you still feel we have been unfair in how we have dealt with your complaint, you can contact the Office of the Ombudsman.

They will impartially review the processes we have followed when dealing with your complaint.

Our Unreasonable Complainant Conduct Policy

When we work to resolve issues, we enter into a relationship with you, based on mutual honesty and respect.

In rare circumstances, where a complainant (the person who makes the complaint) is not able to engage with us appropriately or reasonably, and where the nature or frequency of engagement raises substantial health, safety, resource or equity issues, we may need to apply our Unreasonable Complainant Conduct Policy.