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 the following:
VTNZ conduct practical driver tests on behalf of Waka Kotahi 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.
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.
It’s helpful to record, as soon as possible, details to support your complaint. Try to include the time, date and location, and the vehicle’s registration number (and cab number, if it has one) or the driver’s ID card name. Even if you can’t get this information other details, such as how you hired the vehicle (was it from a rank? – if so, where?) and any conversation with the driver, would help.
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 Waka Kotahi NZ Transport Agency know about this type of complaint if you are able on 0800 822 422.
You should contact the small passenger service operator in the first instance if the reason for your complaint is because:
Small passenger service operators must keep a record of complaints. If you’re not satisfied with the outcome of your complaint, contact Waka Kotahi NZ Transport Agency using the online complaints form.
If you think a small passenger service has broken special transport licensing laws, you should contact Waka Kotahi NZ Transport Agency. The types of complaints could be because:
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.
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. Visit the Consumer Protection website for more information on the claims process and your options for settling financial disputes.
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 commercial operator complaints form.
(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 online vehicle certification complaint form.
Step three: Email the completed form to: firstname.lastname@example.org or send the completed form to:
Vehicle Certification Complaints Advisor
Waka Kotahi NZ Transport Agency
Private Bag 6995
Fax: 04 894 6132
We will assess your complaint and respond to you in writing.
Contact your regional council or district council to raise your complaint about schedules directly.
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 restraint 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.
You should also be aware that you have rights under the Consumer Guarantees Act 1993 when it comes to purchasing child restraints.
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'.|
Please cease using this restraint immediately.
Waka Kotahi NZ Transport Agency has a legal power to deal with personalised plates are likely to cause offence or confusion.
Use the online complaint form if you have a complaint regarding a personalised plate you have seen. Whenever we receive a complaint, we undertake a review of that plate number against the legal tests and our guidelines.