The doors to our Whitianga and Paeroa offices will be closed for the summer break from 4pm on Friday, 20 December, while our Taupō and Hamilton offices will close for the summer break at 1pm on Tuesday, 24 December. All offices will reopen on Monday, 6 January 2025. To report air or water pollution, unsafe water activities in or on a river, lake or harbour, or make a general enquiry or information request during this time, call us 24/7 on 0800 800 401.

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Feedback and complaints policy

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At Waikato Regional Council, we are committed to ensuring you have the best possible experience with us.

We appreciate your feedback! We take complaints seriously and we use your feedback as an opportunity to learn, and improve our services. 

Give us your feedback or make a complaint

If you would like to tell us about something we do really well, or we have let you down in some way, please get in touch and tell us what has happened. We will make sure that all feedback – good and bad – is used to improve our services.

How we manage complaints

If you are not happy with what we do or the way we do it, we will work with you to resolve your issue. We will make every effort to resolve your complaint as soon as it is received by our frontline staff.

However, if your complaint needs more time to be worked through we will assign it to a senior staff member who will contact you within two days to let you know we are working on it, gather any further information if needed or share relevant information with you. We then aim to have the issue resolved and have a full response to you within 15 working days

If you are still not satisfied with the outcome of your complaint, we provide a complaint review process run by the office of the Chief Executive. The timeline for such a review can be difficult to determine from the outset. We will discuss this with you and keep you informed throughout the process.

If after working together through the review process you are still not happy with the outcome, there is an option to contact the Office of the Ombudsman.

The diagram below summarises the complaints resolution process.

Diagram showing the complaints resolution process