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?
An official complaint is sometimes known as a formal complaint. You can make an official complaint when:
- we have not done what we said we would do
- you disagree with a decision we have made
- you are unhappy with the way our staff or contractors have behaved
- we have not provided good service.
There will also be times where the comments from your complaint will not be considered an official complaint; in this instance you will be informed that your comments will be referred to the appropriate team.
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
A complaint may be handled by the Risk and Assurance team for the following reasons:
- the complaint is complex or has significant risk attached to it
- 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 to the Assurance team
You can make a complaint to the Risk & Assurance team by contacting assurance@wcc.govt.nz or through our official complaint tool.