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Make a complaint

You can submit a formal complaint to us online if you are dissatisfied with the level of service we have provided, or we haven't done what we said we would do.


Before you start

If your complaint is about noise or something that needs to be maintained, cleaned, fixed or replaced, or roading matters, or a building consent – report an issue


When you should make a formal complaint

Make a formal complaint when:

  • you believe we haven't done what we said we would do.
  • you disagree with a decision we have made.
  • you are unhappy with the way our staff or contractors have behaved or communicated.
  • you believe we haven't provided a good service.
  • a different reason

    • What happens when you make a formal complaint

    As soon as your complaint is lodged you will receive an acknowledgement email with a reference number. Please use that number for all future correspondence with the Council on this complaint.

    Your complaint will be assigned and responded to by the most appropriate staff member or team, and it may not necessarily be the person you addressed your complaint too.

    We will endeavour to provide a response within 15 working days. Where that is not possible then we will let you know when you can expect a response from us. We will also keep you updated on our progress.

    You can find more information, including what to do if you are unhappy with how we have handled your complaint, in our complaints policy.