Complaints & Comments


We aim to provide high quality services but recognise that there may be instances when we don’t meet our standards. These could lead to inconvenience or financial loss. We seek to continuously improve and recognise that customer complaints give us valuable information on how we can improve our services.

What is a complaint?

A complaint is an expression of dissatisfaction with a stated standard of service provided by us or a failure to provide an agreed service.  Complaints might be when we have:

failed to do something that we should have done
failed to treat you in accordance with our policies and procedures
done something that we should not have done
done something badly.

What is not a complaint?

A complaint is not a request for service such as reporting a repair or contacting us about a neighbour dispute.

How can a complaint be made?

All our customers are welcome to complain about our services and challenge decisions through our complaints system. Customers will not receive adverse treatment because they have made a complaint.  A complaint can be made in a variety of ways. Customers can make a complaint face to face, by phone, fax, letter, e-mail, or by filling in a complaints, comments and compliments form.

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