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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 bus, taxi or shuttle driver, transport company or operator

If your complaint is about the amount you have been charged, you will need to contact the taxi company and/or the Ministry of Consumer affairs directly.

If your complaint involves criminal activity please contact the Police.

For all other complaints 

Step one: Contact the company (bus, taxi, shuttle or transport company) directly to raise your complaint.

Step two: If you're not satisfied with the results of any internal investigation, outline your complaint in writing and send to your nearest NZ Transport Agency Access and Use regional manager at one of the following Transport Agency offices:

Alternatively, fill in the commercial operator complaint form [PDF, 128 KB] and email it to info@nzta.govt.nz.

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 Broadcasting Standards on 102.2 OnRoute FM (Auckland Only)

Step one: If you would like to make a formal Broadcasting Standards’ complaint this must be made via our official online complaints form.

Alternatively, you can send the details of your complaint via an email to onroutefm@nzta.govt.nz or write to us at:

NZ Transport Agency
Customer Response Team
Private Bag 11777
Palmerston North 4442

Step two: If you are dissatisfied with the outcome of your complaint to us you can refer your complaint to the Broadcasting Standards Authority (external link) .

More information on the Broadcasting Standards and complaints process is available on the Broadcasting Standards Authority website. (external link)

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