Make a compliment or formal complaint
We want to hear from you – whether our service has met your expectations or fallen short. We understand that things don’t always go as planned, and if you’re not fully satisfied or believe an issue needs to be addressed, you can submit a formal complaint. Your feedback good or bad helps us improve, and we value your voice.
What is a formal complaint?
A complaint is a report of a problem, while a formal complaint is a signed document or electronic submission that alleges a violation and requests an investigation.
You can make a formal complaint when:
- we haven't followed through on our commitments
- we're taking too long to act, or we’re not acting at all
- you feel we're not making decisions as required
- we haven't delivered a satisfactory service.
Before you make a complaint: If your complaint relates to something like an environmental incident, sighting of a pest or a boating incident, accident or hazard, the best way to let us know is to report an environmental incident.
How to make a formal complaint
Follow the steps below to let us know about your concerns.
Steps to make a formal complaint:
- Before submitting your complaint, please gather all relevant details, including dates, times, locations, and the names of people involved. The more information you provide, the easier it will be for us to investigate.
- Submit your complaint in any of the following ways:
- Online: complete the online form, selecting I want to make a complaint.
- Phone or in person: You can visit one of our office locations or contact our Advisory Team on 0800 324 636 between 8AM and 5PM (except on weekends and public holidays).
- Once we receive your complaint, we will:
- acknowledge it within 2 working days
- investigate your concerns
- keep you updated on the progress
- respond within 20 working days (sometimes, it may take longer, but we will let you know).
Your personal information will be kept confidential and only used to process your complaint. Read our privacy policy.
If you are not satisfied with the outcome of your complaint, you may escalate the matter to the Ombudsman’s Office for further review.