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.
You can find details below regarding complaints about a specific matter:
If your complaint relates to any other topic, please contact us via phone or email so we can direct your call to the appropriate team or person.
If you are unhappy with how we have handled your complaint, or the response provided, we can look at this again through our escalation process via one of the channels below providing details of your original complaint:
Waka Kotahi NZ Transport Agency
Customer Relations Team
Private Bag 11777
Palmerston North 4442
Please include any details regarding your complaint such as:
If you are still not happy after we’ve had a second look, you can contact the Chief Executive’s Office on ceoffice@nzta.govt.nz or in writing to:
Waka Kotahi NZ Transport Agency
Private Bag 6995
Marion Square
Wellington 6141
As a final step, if still unhappy you can contact the Ombudsman's Office. You can make a complaint by email, post, or use their online complaints form.
Make a complaint to the Ombudsman(external link)
You need to have followed the Transport Agency’s complaints and escalation process before contacting the Ombudsmen’s Office. If you have not done so, then you may be asked to complete these steps by the Ombudsmen’s Office first.
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.
