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Feedback: Compliments and Complaints

We would like to hear what you think of our service - good or bad. Your feedback will help us improve what we do. If you have had good service from us, let us know so we can do more of the same.

What happens to your feedback?

If your feedback is about unsatisfactory service, it will be treated as a formal complaint and processed as per this diagram (see below for a text description of the process).

Your feedback is treated as confidential. It is forwarded to the most appropriate staff member, who will respond within five working days.

Complaints process

1. We receive your feedback:
   Post it to NPDC, Private Bag 2025, New Plymouth 4342. (Please download our Compliments and Complaints brochure (Two pages 1.2MB PDF))
   Call us on 06-759 6060.
   Fax it to 06-759 6072.
   Email us at enquiries@npdc.govt.nz
   Fill in our online contact form
   Visit us at the Civic Centre or one of our Library and Service Centres.
   
   
2. We will respond to you within five working days.
   
   
3. If you are satisfied with our response your complaint is resolved.
   
   If you are not satisfied with our response a senior manager will investigate the matter and respond to your complaint.
   
   
4. If you are not satisfied with our response you may refer your complaint to the Office of the Ombudsman (http://www.ombudsmen.parliament.nz/) or an appropriate authority (e.g. Building Authority http://www.dbh.govt.nz/lbp).

What is a complaint?

A complaint is where you believe that:

• Your request has not been responded to.
• The service you received was substandard.
• The conduct of Council staff or contractors was unsatisfactory.

Customer Charter

We have developed this charter to confirm our promise to you in the service you expect from us. By working together, we will work smarter, help you achieve your goals, and deliver sensational service.

We promise that ...

We will make it easy for you to deal with us.

Whether you are calling to report a pothole or setting up a business, we will make communicating with us easy. We will deliver a one-Council approach when working on your requests and enquiries.

If we are not able to provide you with the outcome that you want, we will explain to you the reasons why and where possible provide you with an alternative solution. 

We will be responsible for the service that you receive from us.

Your confidence in us to do things right is important to us.

We will take responsibility for giving you the right information. We will let you know how long a service takes and keep our commitment made to you. If this changes, we will explain why and what will happen next.

We will treat you right.

We want you to feel comfortable dealing with us.

We will treat you with respect. We will strive to find balance between taking into account your individual circumstance and applying consistent service.

We will listen to you.

Your feedback is important to us.

We will listen to you and ask your views on how we can improve the way we do things.