We’re committed to providing excellent service and addressing any concerns you may have. This page outlines the process for submitting a complaint to Toi Moana, how we handle complaints, and what you can expect if your behaviour becomes unreasonable.
Complaint Process
- Submitting a Complaint
You can submit a complaint through our website, or by phone on 0800 884 880.
Please provide as much detail as possible, including any relevant documents or evidence. - Acknowledgment
We will acknowledge receipt of your complaint within a reasonable time. - Investigation
Our team will investigate your complaint thoroughly and fairly.
We may contact you for further information or clarification to ensure we have fully understood your complaint. - Response
We will respond to you about your complaint within a reasonable time. Our goal is to resolve complaints. - Escalation
If our response does not resolve your complaint or you have concerns about the way we have managed your complaint, you’re entitled to ask for this to be escalated within the organisation. We may choose to review the process followed to address your concerns.
Additional Points
- Where we see fit, we may refer to your complaint to someone independent of council to review.
- We will do everything we can to provide a reasonable and considered response to your complaint. However, if you still are not happy, you can contact the Office of the Ombudsman or seek private legal advice.
- We keep records of complaints and how they have been addressed.
Expectations for respectful conduct
When engaging with Toi Moana about complaints we expect all members of the public to conduct themselves respectfully when interacting with our staff. Unreasonable behavior, such as harassment, excessive demands or acting dishonestly will not be tolerated. If you persist with unreasonable behaviour, we may take steps to manage your conduct, including limiting who you may speak to at Council and how you contact us.
If you are not satisfied with any steps taken by us to manage the situation may seek an external review from an oversight agency such as the Office of the Ombudsman.
Conclusion
We value your feedback and are committed to improving our services. If you have any questions or need further assistance, please do not hesitate to contact us.