Land Transport New Zealand’s service commitment and process for handling a complaint about our standard of service

If you have a specific enquiry relating to a matter other than our standard of service, we suggest that you call the appropriate 0800 number or contact your local regional office. Otherwise, please follow the links below:

• Our service commitment
• Process for handling complaints
• Solutions

Our service commitment

We are committed to responding promptly and professionally to our customers. If you contact us by telephone, we will connect you with the appropriate person for dealing with your problem. This person will:

• identify themselves by name
• listen to your concerns
• record your enquiry, if appropriate
• be consistent, prompt and accurate in their response
• make amends where appropriate
• treat any information you give them confidentially where possible
• acknowledge your complaint within five working days of receiving it and ensure that a full and prompt investigation is undertaken. You will be informed of the outcome at the earliest opportunity.

If you contact us by letter or email, you may expect:

• identification of the writer
• an acknowledgement of your correspondence within five working days of our receiving it
• a response that addresses your concern
• accurate information in clear, simple language
• progress reports on continuing matters.

Process for handling a complaint

If you consider that you have received unsatisfactory service and the issue has not been resolved by the person you originally dealt with or their manager, you should contact the appropriate Land Transport NZ office for further assistance.

Alternatively, you may contact the Chief Executive of Land Transport NZ in writing.

Solutions

We are committed to finding a mutually acceptable solution when we agree that our standard of service has not been met.

A suitable solution to any problem will depend on the circumstances and consideration will be given to what the complainant sees as a satisfactory solution.

At the least, you may expect acknowledgement of any established shortcoming and an apology.

Page created: 14 August 2006