Compliment or Complaint

We value your feedback, whether it is positive or highlights areas that could be improved. We are committed to responding to you and working with you to resolve any concerns you might have.

How do I submit a compliment, complaint or suggestion for improvement?

You can call our Customer Experience team anytime on 06 857 8060 to discuss your concern over the phone, submit your concern online, or write to us with the details of your compliment or complaint via email or post.

Please have your details ready and choose from any of the contact options below:

Online
Complete this online form to submit your compliment or complaint. 

Please include as much detail as you can, including any relevant background, people or process involved, dates and times. This helps us understand the feedback and investigate the concern if required, whether it’s a compliment, complaint or suggestion.

Email
Email us details of your concern to customerservice@chbdc.govt.nz.

Please include as much detail as you can, including any relevant background, people or process involved, dates and times. This helps us understand the feedback and investigate the concern if required, whether it’s a compliment, complaint or suggestion.

Phone
Call us anytime on (06) 857 8060 to speak to one of our team.

Please include as much detail as you can, including any relevant background, people or process involved, dates and times. This helps us understand the feedback and investigate the concern if required, whether it’s a compliment, complaint or suggestion.

Post
Write to us with details of your compliment or complaint to Central Hawke’s Bay District Council, PO Box 127, Waipawa 4240.

Please include as much detail as you can, including any relevant background, people or process involved, dates and times. This helps us understand the feedback and investigate the concern if required, whether it’s a compliment, complaint or suggestion.

Acknowledging your complaint

If you have sent us details of your concern and provided us with an email address, we will email you to confirm we have received your complaint within three working days. If you have not emailed us or provided an email address, we will write to your postal address acknowledging your concern.

We will look into your complaint and contact you to work through the issue. You should expect a response from us within 15 working days. In the event investigation into the concern requires more time, such as to allow us to gather more information or it is a detailed matter, we will let you know. 

What should I do if I am not satisfied with the outcome of the complaint?

If the response or suggested resolution does not meet your expectations, you can request that your complaint be referred to a member of Council's Executive Leadership Team.

If you are still not satisfied following a response from a member of our Executive Leadership Team, you can refer your complaint to the office of the Ombudsman.

You can contact the Ombudsman by:

• freephone on 0800 802 602;
• visiting their website, www.ombudsman.parliament.nz;
• emailing info@ombudsman.parliament.nz, or
• posting your concerns to Office of the Ombudsman, PO Box 10152, Wellington 6143.

The Ombudsman can consider complaints about the administrative acts and decisions of state sector agencies. The Ombudsman will ask you if you have first tried to resolve the matter with us directly and will also consider whether you have any other remedy available. The Ombudsman may look into your complaint and make a recommendation to us regarding the concern you have raised.