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Complaint about a specific matter

We continuously aim to improve the quality of transport services provided to New Zealanders – and we welcome your feedback to help us ensure services meet high standards. Here we explain how you can provide feedback on a range of services if they've not met your expectations or where you believe there's room for improvement. You can lodge a complaint about:

Complaint about a driver licence testing officer

VTNZ conduct practical driver tests on behalf of the NZ Transport Agency. If you would like to dispute a test result or complain about a testing officer employed by VTNZ, you can complain directly to VTNZ by completing the form on their website (external link) .

Complaint about a small passenger service

If you’re unhappy with your experience with a small passenger service, you may wish to make a complaint. On this page you’ll find information about what you should do to make a complaint.

Serious improper behaviour

If your complaint is about serious improper behaviour, such as violence, assault, sexual offences, or driving while under the influence of alcohol or drugs, contact the New Zealand Police immediately by calling 111. You should also let the Transport Agency know about this type of complaint if you are able on 0800 822 422.

General complaints

You should contact the small passenger service operator in the first instance if the reason for your complaint is because:

  • the driver refused a hire
  • the driver didn’t issue a receipt
  • the fare wasn’t charged as agreed
  • the route taken wasn’t advantageous to you
  • of the behaviour of the driver.

Small passenger service operators must keep a record of complaints. If you’re not satisfied with the outcome of your complaint, contact the Transport Agency using the online complaints form.

Complaint about breaking the law

If you think a small passenger service has broken the law, you should contact the Transport Agency. The types of complaints could be because:

  • the driver didn’t have a passenger ‘P’ endorsement
  • the driver didn’t have a driver identification card
  • the vehicle didn’t have a certificate of fitness.

You can let us know using the online complaints form. We can only take appropriate action if you can provide us with enough details to identify the driver or operator involved. Noting the name displayed on the driver’s identification card and the vehicle’s licence plate will help.

Complaint about high fares

If you think the fare the driver charged was too high, even if it was a fare on the basis agreed, you can make a claim to the Disputes Tribunal or District Court. Visit the Consumer Protection website (external link) for more information on the claims process and your options for settling financial disputes.

Complaint about a bus company

If your complaint involves criminal activity please contact the Police.

For all other complaints

Step one: Contact the bus company directly to raise your complaint.

Step two: If you're not satisfied with the results of any internal investigation, outline your complaint by filling in the online complaints form.

Complaint about a vehicle certification

(Warrant of fitness, certificate of fitness, low volume plate, repair certificate, used entry certificate or heavy vehicle certificate)

Step one: Complain directly to the inspection organisation or vehicle inspector that did the inspection.

Step two: If you’re not satisfied with the result of the garage's internal investigation, download and complete the Vehicle certification complaint form.

Step three: Email the completed form to: vccomplaints@nzta.govt.nz or send the completed form to:

Vehicle Certification Complaints Advisor
NZ Transport Agency
Private Bag 6995
Wellington 6141

Fax: 04 894 6132

We will assess your complaint and respond to you in writing.

Complaint about the timetable of a public transport service

Contact your regional council or district council (external link) to raise your complaint about schedules directly.

Complaint about a child restraint

Child restraints used in New Zealand are required to comply with one of several approved standards, and should be free of any design or manufacturing faults that affect their safety. If you have a concern about the safety or standards-compliance of a child restraint, please complete our child restraints complaint form.

We take these matters very seriously and will investigate your complaint immediately. We'll let you know the outcome of our investigation.

Please provide us with as much information as you can.

If your concern relates to difficulties with installing your restraint safely in your vehicle, we recommend that you contact your local child restraint technician before making a complaint using this form.

Find a child restrain technician in your area

You should also be aware that you have rights under the Consumer Guarantees Act 1993 when it comes to purchasing child restraints.

Find out more about the Consumer Guarantees Act (external link)

How to find your child restraint's approval number

You will need to give us your child restraint's approval number when you make your complaint. Please use the table below to help you find the correct approval number.

If your child restraint has this type of marking on it: then enter:
Both the E marking and the unique approval number. For the example above, it would be entered as 'E4 04123456'.
'AS/NZS 1754'
'FMVSS'
No marking

'No marking'.

Please cease using this restrain immediately.

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