Te whakatakoto amuamu
Make an official complaint to Council

The Council is committed to resolving complaints you have about its policies and service delivery.

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.

Assurance team

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.

Our complaints principles

There are a number of principles that we will apply when responding to a complaint. These are broken down into four key themes:

How to make an official complaint

You can make a complaint to the Assurance team:

Make an official complaint

You can also send your written request to:

Assurance team
Wellington City Council
PO Box 2199
Wellington 6140
New Zealand

Next steps

The Assurance team will investigate your complaint:

  • to make sure that you were treated fairly in your dealings with the Council by reviewing the circumstances around the issue or complaint
  • by working with you with the aim of reaching a resolution that reasonably satisfies all parties
  • to improve future dealings between the public and the Council by making changes when improvements are identified.


The management process and timeframe will be defined on a case by case basis. However, you can expect an acknowledgement of your complaint within three business days and we will keep you updated on how we are progressing with your complaint.

If we can’t resolve the complaint

The Council will do everything it can to provide a reasonable and considered response to your complaint. However, if you still are not happy with how we have dealt with your complaint, you can contact the Office of the Ombudsman or seek private legal advice.


All complaint investigations are free of charge.

More information

If you have further questions about our process, need clarification or want new or additional information, email assurance@wcc.govt.nz.