Before you start
This page is about formal complaints.
How to contact DOC if you don't want to make a formal complaint:
- If you want to report a conservation emergency call 0800 DOC HOT (0800 362 468).
- To report an accident or safety issue call 0800 DOC HOT (0800 362 468), use our online safety or accident report form or contact the local DOC office or visitor centre.
- If you want to make a general enquiry call 0800 ASK DOC (0800 275 362) or info@doc.govt.nz.
- If you want to give us feedback about your visit to a DOC site, including to report damage, use our visitor feedback form.
- To report someone breaking rules on conservation land call 0800 DOC HOT (0800 362 468), contact your local DOC office or email info@doc.govt.nz.
- For help with a booking for a Great Walk, hut, campsite or lodge contact a DOC visitor centre.
For anything else, have a look at our Contacts page.
When to make a complaint
If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with the DOC staff member you have been dealing with. That staff member will try to resolve the matter right away.
If this is not possible or does not resolve the issue, you can make a formal complaint.
What to expect when you make a complaint
When we receive a complaint we will do the following:
- We will acknowledge your complaint within 2 working days.
- We aim to investigate and respond to your complaint within 20 working days. Where this is not possible, we’ll keep you updated on our progress.
- We may contact you for further information if we feel your complaint is not clear. We will aim to do this using your preferred method of contact.
- We may use your complaint to continue to improve our processes and systems.
How to make a complaint
There are several ways you can send us your complaint.
Online: Formal complaint form
Phone: 0800 ASK DOC (0800 275 362)
Post:
Attention: Complaints Advisor
Whare Kaupapa Atawhai / Conservation House
PO Box 10420
Wellington 6143
What information to provide
To ensure we can investigate and respond to your complaint without delays, include:
- your name and contact details
- your preferred contact method
- what you are complaining about, including dates and any relevant background information
- what you would like to happen in response to your complaint.
Complaining on behalf of somebody else
If you’re complaining on behalf of someone else but aren’t their licensed representative (lawyer, accountant or other licensed professional) you need to give us their written authorisation to make a complaint on their behalf. You can use this form:
Authorisation Statement (DOCX, 27K)
Privacy
We will use the information you provide to investigate your complaint and may use it to help us make improvements. How we collect, use, share and store your personal information will comply with the Privacy Act 2020. See our privacy and security statement.
Asking for a review
If you are not satisfied with our response to your complaint, you have the right to raise your concerns with the Ombudsman.
You can find out more at www.ombudsman.parliament.nz or call them free on 0800 802 602.