Customer Feedback & Complaints

We value your feedback - good and bad - and are committed to responding to you and working with you to resolve concerns you might have.

As a first step, contact the staff member you have been dealing with and explain your concerns.  If they can’t resolve your issue, they may escalate your concerns.

How do I send a compliment, complaint or suggestion?

You can write to us with the details of your complaint, email, or contact our Customer Experience team to discuss your concern. Alternatively, you can fill out our online form.

Online

Step 1.Have your details ready

Make sure you include as much detail as you can (eg the background, people involved, dates and times). This helps us understand the feedback, whether it’s a compliment, complaint or suggestion.

Step 2.Complete the form online

Customer Feedback & Complaints Form

By email

Step 1.Have your details ready

Make sure you include as much detail as you can (eg the background, people involved, dates and times). This helps us understand the feedback, whether it’s a compliment, complaint or suggestion.

Step 2.Send us the details

Email your information to enquiries@horowhenua.govt.nz

By phone

Step 1.Have your details ready

Make sure you have as much detail as you can (eg the background, people involved, dates and times). This helps us understand the feedback, whether it’s a compliment, complaint or suggestion.

Step 2.Phone us on (06) 366 0999

By post

Step 1.Have your details ready

Make sure you provide as much detail as you can (eg the background, people involved, dates and times). This helps us understand the feedback, whether it’s a compliment, complaint or suggestion.

Step 2.Send your details

Post to Horowhenua District Council, Private Bag 4002, Levin 5540.

In person

Step 1.Have your details ready

Make sure you bring as much detail with you as you can (eg the background, people involved, dates and times). This helps us understand the feedback, whether it’s a compliment, complaint or suggestion.

Step 2.Visit your nearest Council Office

Our Service Centres are located in:

  • Levin (Main Office), 126 Oxford Street, Levin, open 8am to 5pm Monday to Friday (except public holidays).
  • Foxton Service Centre, 92 Main Street, Foxton, open 9am to 5pm Monday to Friday and 10am to 4pm Saturday to Sunday (except public holidays).
  • Shannon Service Centre, Plimmer Terrace, Shannon, open 10am to 12 noon and 1pm to 5pm Monday to Friday, Saturday only 10am to 12 noon.

If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint. Otherwise we will write to you acknowledging your complaint.

We will look into your complaint and contact you to work through the issue. You should expect a response from us within 15 business days. If we need to take longer because, for example, we need to get additional information or it is a detailed matter, we will let you know.

You have the right to raise your concerns with the Ombudsman:

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.

Contact Us

Phone

(06) 366 0999

Email

enquiries@horowhenua.govt.nz
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