Nelson City Council

Suggestion, compliment, complaint?

Please tell us about it

We value your feedback so we can improve our services

Thanks for taking the first step to help us resolve issues and improve how we do things.

Please let us know if you are pleased with our services and also if something goes wrong so we can put it right. Your feedback is welcome.

Click to go to online form for making a suggestion, compliment or complaint

Your feedback is important to us

Nelson City Council has a feedback and complaint process to make sure we record all feedback, act promptly to resolve any issues and get back to you. Everyone at the Nelson City Council is committed to listening to any concerns you might have and will be open and honest about mistakes or improvements needed.

Feedback or complaint?

Ask to make a complaint if you think Council service or facilities have not been up to expected standards, timeframes unreasonably long, or if you think Council has acted contrary to policies, bylaws, regulations or legislation. This includes issues about our processes, procedures or conduct.

Compliments, feedback and suggestions are also appreciated and will receive prompt attention.

How to make a suggestion, compliment or complaint

Online

Use this online form for making a suggestion, compliment or complaint

In person

Call into the Nelson City Council Customer Service Centre on the corner of Halifax and Trafalgar Sts.

By telephone

Ring us on 03 546 0200, 24 hours

By email

Send us an email with details of your complaint

By post

Nelson City Council
PO Box 645
Nelson 7040

Making a complaint?

Here's what we will do when we receive your complaint:

1. We will record all the details, including your contact details so we can get back to you
2. We will write to confirm we have received it within four working days
3. Staff will investigate each complaint
4. We will get back to you with the result within ten working days of acknowledging receipt, or we will contact you if more time is needed and let you know when you can expect a response.

More information

Read the Council Complaint and Feedback Policy

Phone the Council on 03 546 0200 if you would like a full list of Council services and facilities or for more information.

Still unhappy with the response to a complaint?

If, after making a complaint and hearing back, you still consider the matter hasn’t been settled, you can then choose to contact the Office of the Ombudsmen. They deal with public complaints about central and local government organisations, including the release of official information.

Make sure you have lodged your complaint with us first. The Ombudsmen may decide not to investigate unless you have already raised your concern with the relevant organisation and given it the opportunity to put it right.

How to contact the Ombudsmen

Free phone

800 802 602

Email

complaint@ombudsmen.govt.nz

Website

www.ombudsmen.govt.nz

Thanks for taking the time to help us improve Council services.

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