Overview

The Council is committed to resolving issues or complaints you have about its policies and service delivery.

If you have an issue or complaint, first talk to the Council business unit concerned. If the issue stays unresolved or you are dissatisfied with the business unit's response, then approach the Issues Resolution Office (IRO).

Role of the Issues Resolution Office

Investigates Complaints

If you believe the Council has treated you in a way that is unfair, illegal, unreasonable, mistaken or wrong, IRO may be able to help.

IRO investigates complaints about the Council's policies, activities and services to:

make sure that customers are treated fairly in their dealings with the Council by reviewing the circumstances around an issue or complaint
reach a resolution that reasonably satisfies all parties
improve future dealings between the public and the Council by making changes when improvements are identified.

Impartiality

IRO is funded by the Council, but is independent of all Council business units. It reports directly to General Counsel and has direct access to the Chief Executive. IRO investigates issues without direct influence from any Council business unit.

Costs

All investigations are free of charge.

Your Privacy

All investigations are confidential.

Official Information Requests

IRO is also the main point of contact for requests for official information held by the Council.

Official Information

Make a Complaint

You should first try to resolve your complaint with the Council business unit responsible for the issue:

Council Compliment and Complaint Form

If that does not resolve the issue, you can send a formal complaint to IRO. You can complete the online form below, email or write a letter outlining your issue.

Issues Resolution Form

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Address:	Issues Resolution Office Wellington City Council PO Box 2199 Wellington
Phone:	(04) 499 4444
Fax:	(04) 801 3048
Email:	iro

Complaint Process

Lodge your complaint:

Complete the Issues Resolution Form and send it to the Issues Resolution Office.

Investigation:

IRO investigates the issue, working with the relevant parties. If a meeting is needed, it can be arranged to take place at the Council offices, your home or workplace, at a time that suits you.

Recommendations:

IRO may recommend an action plan to the relevant Council business unit if it finds in favour of a complainant.

Decision:

IRO will explain in writing the reasons behind any decision made by the Council.

If you are not satisfied with the decision, you can contact the Office of the Ombudsmen.

Office of the Ombudsmen

The Office of the Ombudsmen deals with public complaints about central and local government organisations, including requests for official information.

If you are dissatisfied with the Council's internal efforts to resolve your complaint - through the relevant business unit and the IRO - you can contact the Office of the Ombudsmen.

Office of the Ombudsmen website

Examples of Complaints

Since it was created in February 2001, IRO has investigated a range of issues, such as:

consents (resource and building) and other regulatory functions (dog and noise control)
footpaths, sewers and water pipes
rates and rates changes
rubbish
encroachment licences for road reserve
housing tenancies
trees on road reserve.