Report a problem
The best way to let us know about something that's broken or report an issue, such as a missed rubbish collection or graffiti is through our online form below.
Report a problem online
What is an official complaint?
A complaint is when you are dissatisfied with the way we have gone about our work. This can include, but is not limited to:
- a decision we have made
- an action we have taken (or a lack of action being taken)
- the way we have treated you
- the standard of service we have provided you with.
There will also be times where your comments will not be considered a complaint; in this instance you will be referred to the appropriate team or relevant information.
Who manages your complaint?
Wellington City Council manages different types of complaints based on how they enter the Council.
Customer Services team
The first time that a complaint is raised with the Council, for example, via a phone call, it will follow a standard complaints management process with the appropriate area.
Manager of a team
If the complaint you have raised has not resulted in an appropriate resolution or you have concerns about the way the Council has dealt with you, you can ask for a manager to look into your complaint.
An official complaint could be handled by the Assurance team for the following reasons:
- a review of a complaint has been requested
- the complaint is complex or has significant risk attached to it
- the number of complaints received for that reason is significant
- a Council employee (or former employee) wants to report wrongdoing to ensure integrity and accountability within the organisation. The Protected Disclosures Act 2000 (or “Whistle blowers” Act) protects employees who make such disclosures.
These complaints are managed on a case by case basis.