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Feedback and Complaints

TELL US WHAT YOU THINK

Help us improve our service to you

We always welcome feedback on what we've done well and also on how we can improve our processes and services. We aim to respond quickly to any unsatisfactory performance and work to prevent any similar problems happening again.

If, despite our best efforts, you are unhappy with our service you can voice your concern and make a formal complaint.

Complaints process

1. Let us know about your complaint:
   Post it to NPDC, Private Bag 2025, New Plymouth 4342.
   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 your complaint within five working days.
   
   
3. If you are happy with the response your complaint is resolved.
   
   If you are not happy with the response your complaint is forwarded to a senior manager to respond to within five working days.
   
   
4. If you are not happy with that response your complaint can be referred to the Chief Executive and the Mayor or a Councillor.
   
   
5. You can 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) if we can not resolve it.

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.