Complaints handled by the Assurance team

The Assurance team can help you to find a resolution that reasonably satisfies all parties.

A 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.

How to make a complaint

You can make a complaint to the Assurance team:

  • online – Complaints form
  • by email – complaints@wcc.govt.nz
  • by phone – call us on 04 499 4444
  • by post – send your written request to:
    Assurance
    Wellington City Council
    PO Box 2199
    Wellington 6140
    New Zealand

Privacy complaints

If your complaint is in regards to a privacy matter, you can also contact the Council’s Principal Privacy Officer:

  • by email – assurance@wcc.govt.nz
  • by post – send your complaint to:
    The Principal Privacy Officer
    Complaints & Information Assurance
    Wellington City Council
    PO Box 2199
    Wellington 6140

Protected disclosure or allegation of fraud

If you would like to make a protected disclosure or allegation of fraud, you can:

  • call 04 499 4444 and request to speak to the Principal Advisor Internal Audit
  • address your concerns by post to:
    Principal Advisor Internal Audit
    Wellington City Council
    PO Box 2199
    Wellington 6140

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.

Timeframe

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. 

Costs

All complaint investigations are free of charge.

Privacy

All investigations are confidential.

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.

More information

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