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.
You can find details below regarding complaints about a specific matter:
If your complaint relates to any other topic, please contact us via phone or email so we can direct your call to the appropriate team or person.
If you’re unhappy with how we handled your complaint or the response you received, our Customer Relations team can take another look. Please get in touch using one of the options below:
NZ Transport Agency Waka Kotahi
Customer Relations Team
Private Bag 11777
Palmerston North 4442
To help us review your complaint, please include:
Our Customer Relations team will take a fresh look at your concerns. We’ll gather any information we need and get in touch to talk things through Once we’ve completed a full review, we’ll let you know the outcome and any next steps.
We’ll keep you updated throughout the process. While we can’t guarantee a different outcome, we will make sure your complaint is carefully and fairly considered.
If you’re still unhappy with the outcome following our review, you can contact the Office of the Ombudsman. The Ombudsman usually expects you to try to resolve the issue with us first.
You can make a complaint online, by email, phone, or post.
Make a complaint to the Ombudsman(external link)
The Managing unreasonable customer conduct guideline sets out how NZTA identifies and responds to unreasonable customer behaviour, while ensuring we still respond to customers by providing them with a high standard of service and protecting the health and safety of our staff.
The guidelines outline what type of behaviour falls within the unreasonable conduct, and the process to follow to manage this. These guidelines and processes are a natural escalation from a complaint (either formal or not) from a customer, in the appropriate circumstances.
