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Our customer promise

Our customer promise highlights our commitment to you, on the kind of experience and service that you can expect to receive from us.

Our commitment to you - we will:

  • Listen, understand and treat you with respect
  • Communicate by using plain language
  • Ensure your experience with us effortless, with easy-to-use and accessible digital tools and services
  • Continuously work to improve our services through customer feedback and innovation
  • Respond to enquiries as quickly as possible or within set timeframes

How we will achieve this

To help us effectively manage your request we have developed response timeframes for different types of requests depending on urgency. 

Our timeframes

  • Response Target: We will respond within 1 hour.
  • Completion Target: The issue will be fixed or mitigated within 4 hours.
  • Description: High-priority issues that require immediate attention, such as those posing a significant risk to public safety.
  • Response Target: We will respond within 4 hours.
  • Completion Target: The issue will be fixed or mitigated within 8 hours.
  • Description: Urgent situations that require prompt action to minimise risk or disruption.
  • Response Target: We will respond within 5 working days.
  • Completion Target: The issue will typically be resolved within 5 working days.
  • Description: Routine maintenance or non-urgent issues that can be addressed within standard timeframes.
  • Response Target: We will begin investigating the issue within 5 working days.
  • Completion Target: After assessment, we will set an expected completion target date and communicate this with the customer.
  • Description: Complex issues requiring further evaluation. Once assessed, we will update the service request with the expected completion date and keep you informed.

Types of requests

We have categorised our services to ensure timely responses and completion of requests. Check out a summary of the different areas of service.

1-hour urgent

  • Dog aggression (current)
  • Livestock trespassing (current)

4-hour urgent

  • Dog welfare (immediate threat to life)
  • Dog straying (current)

5-day routine

  • General enquiries
  • Dog aggression (historic)
  • Dog property visit
  • Dog surrender
  • Livestock trespassing (historic)
  • Dog welfare (not an immediate threat to life)

Assessment required

  • Dogs barking nuisance
  • Dog/animal missing
  • Dog/cat trap required

5-day routine

  • General enquiries
  • Land hazards

Assessment required

  • Building inspection
  • Planning processes
  • Property information requests
  • Zone and district plan enquiries

Rapid numbers

Respond and complete within 12 working days

5-day routine

  • Freedom camping
  • Illegal parking

Assessment required 

  • Animal bylaw complaints
  • Environmental spill
  • Unauthorised activities

5-day routine

  • General enquiries

Learn more about development contributions

1-hour urgent

  • Noise complaints

Assessment required 

  • Environmental health complaints
  • Noise (non-urgent)

5-day routine

  • Water assets 
  • Public toilets
  • Council owned buildings and facilities
  • Public playgrounds and furniture

Please note: Graffiti on power boards or boxes need to be reported to your local power network.

    5-day routine

    • Illegal dumping

    Assessment required

    • Abandoned vehicles

    4-hour urgent

    • Public toilet outages
    • Beacon failures

    5-day routine

    • General maintenance
    • Furniture repair
    • Graffiti removal
    • Public toilet maintenance

    Assessment required

    • Boat ramps
    • Reserve issues
    • Event bookings

    Assessment required

    • General enquires about council land, leases and pensioner housing

    Check out our property information search tool

    5-day routine

    • Credit control enquiries
    • Rates enquiries

    1-hour urgent

    • Emergency works

    4-hour urgent

    • Footpath emergency works

    Assessment required

    • General maintenance
    • Potholes
    • Footpaths
    • Drainage
    • Vegetation removal

    5-day routine

    • General enquiries
    • Complaints

    Assessment required

    • Tuakau wheelie bin orders

    1-hour urgent

    • Water safety
    • Major leak
    • Stormwater overflows
    • Wastewater overflows

    4-hour urgent

    • No water
    • Pump station alarms

    5-day routine

    • Water billing enquiries
    • Minor leaks
    • Water quality issues

    Assessment required

    • Blockages
    • Drainage issues
    • Water connections
    • Final meter readings

     
    Make a request

    We value your feedback

    If you’ve had an exceptional experience or if something didn’t meet your expectations, please share your thoughts through our feedback form

    Give us your feedback

    If you’re making a complaint, our dedicated process ensures your concerns are acknowledged, investigated, and responded to in a timely manner by an appropriate staff member.

    Download the Antenno app

    Use the Antenno app to tell us about things that need our attention, like potholes, graffiti, or broken streetlights.

    More about Antenno

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