Complaints

We continuously aim to improve the quality of transport services provided to New Zealanders and understanding your concerns will help us identify areas for improvement.

If you wish to lodge a complaint, please select from the choices below. If you have a comment or some feedback for us, please get in touch.

How to make a complaint

Our process and principles

Waka Kotahi NZ Transport Agency complaints process

• You can give us complaints through any Waka Kotahi NZ Transport Agency contact point.
• If you’ve emailed us or used the online form, we’ll contact you within 10 working days.
• If you have indicated you would like a response to feedback or comments, we will get back to you too. We'll use your feedback to continuously improve, and to give you better information upfront to meet your needs.
• If you are unhappy with how we have handled your complaint, we can look at this again through our escalation process.

Complaints escalation process

Managing unreasonable customer conduct

The Managing unreasonable customer conduct guideline sets out how Waka Kotahi identifies and responds to unreasonable customer behaviour, while ensuring we still respond to customers by providing them with a high standard of service and protecting the health and safety of our staff.

The guidelines outline what type of behaviour falls within the unreasonable conduct, and the process to follow to manage this. These guidelines and processes are a natural escalation from a complaint (either formal or not) from a customer, in the appropriate circumstances.

• Managing unreasonable customer conduct guideline [PDF, 352 KB]
• Summary of managing unreasonable customer conduct guideline [PDF, 190 KB]
• Individual rights and mutual responsibilities of the parties to a complaint [PDF, 164 KB]