If you have an issue or complaint, first talk to the Council business unit concerned. If the issue stays unresolved or you are dissatisfied with the business unit's response, then approach the Issues Resolution Office (IRO).
Role of the Issues Resolution Office
If you believe the Council has treated you in a way that is unfair, illegal, unreasonable, mistaken or wrong, IRO may be able to help.
IRO investigates complaints about the Council's policies, activities and services to:
- make sure that customers are treated fairly in their dealings with the Council by reviewing the circumstances around an issue or complaint
- reach a resolution that reasonably satisfies all parties
- improve future dealings between the public and the Council by making changes when improvements are identified.
IRO is funded by the Council, but is independent of all Council business units. It reports directly to Director, CEO's Office and has direct access to the Chief Executive. IRO investigates issues without direct influence from any Council business unit.
All investigations are free of charge.
All investigations are confidential.
Official information requests
IRO is also the main point of contact for requests for official information held by the Council.
Official Information Request
Make a complaint
You should first try to resolve your complaint with the Council business unit responsible for the issue:
Contact the Council Form
If that does not resolve the issue, you can send a formal complaint to IRO. You can complete the online form below, email or write a letter outlining your issue.
Issues Resolution Form
Lodge your complaint:
Complete the Issues Resolution Form and send it to the Issues Resolution Office.
IRO investigates the issue, working with the relevant parties. If a meeting is needed, it can be arranged to take place at the Council offices, your home or workplace, at a time that suits you.
IRO may recommend an action plan to the relevant Council business unit if it finds in favour of a complainant.
IRO will explain in writing the reasons behind any decision made by the Council.
If you are not satisfied with the decision, you can contact the Office of the Ombudsmen.
Office of the Ombudsmen
The Office of the Ombudsmen deals with public complaints about central and local government organisations, including requests for official information.
If you are dissatisfied with the Council's internal efforts to resolve your complaint - through the relevant business unit and the IRO - you can contact the Office of the Ombudsmen.
Office of the Ombudsmen
Examples of complaints
Since it was created in February 2001, IRO has investigated a range of issues, such as:
- consents (resource and building) and other regulatory functions (dog and noise control)
- footpaths, sewers and water pipes
- rates and rates changes
- encroachment licences for road reserve
- housing tenancies
- trees on road reserve.