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. If you have a comment or some feedback for us, please get in touch.

How to make a complaint

Our process and principles

Waka Kotahi NZ Transport Agency complaints process:

• You can give us complaints through any Waka Kotahi NZ Transport Agency contact point.
• If you call us we will try to resolve the complaint for you. Please note we are currently experiencing high call demand due to COVID-19 and wait times are over 15 minutes.
• If you’ve emailed us or used the online form, we’ll contact you within 15 working days.
• If you have indicated you would like a response 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 have handled your complaint, we can look at this again through our escalation process.

Complaints escalation process