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Complaints escalation process

If you are unhappy with how we have handled your complaint, or the response provided, we can look at this again through our escalation process via one of the channels below providing details of your original complaint:

If you are still not happy after we’ve had a second look, you can contact the Chief Executive’s Office on or in writing to:

Waka Kotahi NZ Transport Agency
Private Bag 6995
Marion Square
Wellington 6141

As a final step, if still unhappy you can contact the Ombudsman's Office. You can make a complaint by email, post, or use their online complaints form.

Make a complaint to the Ombudsman(external link)

You need to have followed the Transport Agency’s complaints and escalation process before contacting the Ombudsmen’s Office. If you have not done so, then you may be asked to complete these steps by the Ombudsmen’s Office first.