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Complaints

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.

If you wish to lodge a complaint, please select from the choices below and the person best able to help you will be in touch within two working days. If you have a comment or some feedback for us, please get in touch.

How to make a complaint

Our process and principles

The NZ Transport Agency complaints process:

  • You can give us complaints through any Transport Agency contact point.
  • If you've made a complaint the person most able to help will get in touch within two working days of the complaint being received. If you have indicated you would like a response in relation to feedback or comments, we will get back to you too.
  • We'll use your feedback to continuously improve, and to give you better information upfront to meet your needs.
  • If you are unhappy with how we handled your complaint, we will look at it again through our escalation process.
  • If you are still not happy after this second look, you can contact the Chief Executive.
  • As a final step you can contact the Ombudsman's Office (external link) . You can make a complaint by email, fax or letter (external link) , or use their online complaints form (external link) .

 

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