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Compliments & Complaints

We’re striving to be the best council we can be, one that plays its part in making Napier a fabulous – and sustainable – place to live. Listening to our residents – taking note of the brickbats as well as the bouquets – is the most important ingredient if we’re to improve. So we’d love to know what’s working well, what could work better – what you’ve found good, what needs to be sorted out.

Please fill out our form below and we’ll get to work. If you have a specific request, then please use our Fix-it page.

Follow this link if the form fails to load. online form.

What we do with your feedback?

We’ll pass it on to the manager responsible for the area you’ve commented upon. Your feedback helps us get better – it’s a key part of our continuous improvement policy.

We’ll get in touch, either by phone or email (whatever you prefer), to let you know what action we’re taking.

What if I want to make a complaint?

If you wish to complain about our standard of service, or the actions (or inaction) of our staff, you have several avenues. You can lodge a complaint:

  • On our online form above.
  • In person at our Customer Service Centre at 215 Hastings St, Napier.
  • By email to
  • Or send a letter care of Private Bay 6010, Napier 4142.

We’re committed to attending to your complaint quickly, thoroughly and handling it with sensitivity and confidentiality. Once received, your complaint will be forwarded to our Chief Executive for action and response.

Why do we ask for your contact details?

We’ll need to get hold of you to let you know how we’ve dealt with your comment/compliment/complaint.

Let us know if there’s no need for us to get back to you and we’ll leave you in peace!

Thanks in advance for all our feedback – it’ll really help us.


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