CYCLONE GABRIELLE UPDATES: View our traffic map for the latest available information on road closures and delays.(external link)

SCAM ALERTS: Report a phishing scam or learn about the latest phishing emails

TRAFFIC UPDATES: Several roads have been impacted by recent weather events. We’ll provide updates on our Journey Planner website as information becomes available. View our traffic map for road closures and delays(external link)

SCAM ALERTS: Report a phishing scam or learn about the latest phishing emails

CONTACT CENTRE WAIT TIMES: Our Contact Centre is currently experiencing significant wait times. View frequently asked questions

ONLINE TRANSACTIONS: We are experiencing issues with credit and debit card transactions on our website. We are working with the payment provider to resolve this as soon as we can. 

CONTACT CENTRE WAIT TIMES: Our Contact Centre is currently experiencing significant wait times. View frequently asked questions

REGO AND RUC LABEL ERROR: There was a postage error with labels purchased on the 15 August 2022. Find out more

ROAD USER CHARGES (RUC) DISCOUNT: Find out more about the temporary RUC reduction scheme

ONLINE SERVICES: We are currently experiencing issues with all our online services at the moment. We are working to resolve the services as soon as possible. We apologise for any inconvenience caused.

COVID-19 SERVICES UPDATE: Information on Waka Kotahi services, extensions and more

ONLINE SERVICES: We currently have an issue with receiving some payments and are working to resolve this issue as quickly as possible. We apologise for any inconvenience.

EASTER WEEKEND – PLAN AHEAD: Heading away for the long weekend? Check our holiday journeys tool(external link)

SCAM ALERTS: Refund email and Vehicle licence (rego) renewal phishing emails

CONTACT CENTRE PHONE LINES: Our Contact Centre phone lines are currently unavailable. View frequently asked questions

Complaints

We continuously aim to improve the quality of transport services provided to New Zealanders and understanding your concerns will help us identify areas for improvement.

If you wish to lodge a complaint, please select from the choices below. If you have a comment or some feedback for us, please get in touch.

How to make a complaint

Our process and principles

Waka Kotahi NZ Transport Agency complaints process

  • You can give us complaints through any Waka Kotahi NZ Transport Agency contact point.
  • If you’ve emailed us or used the online form, we’ll contact you within 10 working days.
  • If you have indicated you would like a response to feedback or comments, we will get back to you too. We'll use your feedback to continuously improve, and to give you better information upfront to meet your needs.
  • If you are unhappy with how we have handled your complaint, we can look at this again through our escalation process.

Complaints escalation process

Managing unreasonable customer conduct

The Managing unreasonable customer conduct guideline sets out how Waka Kotahi identifies and responds to unreasonable customer behaviour, while ensuring we still respond to customers by providing them with a high standard of service and protecting the health and safety of our staff.

The guidelines outline what type of behaviour falls within the unreasonable conduct, and the process to follow to manage this. These guidelines and processes are a natural escalation from a complaint (either formal or not) from a customer, in the appropriate circumstances.