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Customer Complaints Policy

Council has recently adopted a Customer Complaints Management Policy, which is now available on our website.

As an organisation we are committed to the delivery of quality services to meet the needs of our customers, and as such welcome feedback from customers that provides opportunities to improve our services.

The Policy has been put in place to provide a formal process for staff to respond to customer complaints and to assist customers to understand the best method to resolve any issues. It does not replace the Service Request system for issues where Council needs to take action to fix something.

Under the policy, customers who are dissatisfied with a service that they have already received are encouraged to inform Council and we commit to resolving any complaints in a fair, timely and confidential manner.

We encourage anyone who wishes to make a complaint to do so but will not accept any abuse towards staff. Our Policy also outlines exceptions where the use of the Policy is not appropriate, such as where Council is carrying out statutory obligations.

Complaints can be made using the online form, emailed to, over the phone on 0800 474 834 or by post to Westland District Council, 36 Weld Street Hokitika, Private Bag 704, 7842