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Customer Promise - and how to give feedbackTe kī taurangi kiritaki - me pēhea te whakahoki kōrero mai

Our customer promise as to what you can expect us to do, and how to give us feedback.

As our customer you can expect us to:

  • Listen and treat you respectfully
  • Take time to understand your needs and help find the best solution for your situation
  • Use plain language when we can
  • Tell you when we will respond to your enquiry and then keep you informed
  • If meeting in person, we will be on time and prepared
  • Follow through and keep any promises we make
  • Make it easy for you to find the information you want
  • Own up and put things right if we make a mistake.

Our commitment to you:

  • We will sort out your request or refer it to the person or agency who can help you
  • We will help you by giving professional and accurate advice
  • We will interpret and apply the laws, bylaws and regulations in good faith
  • We will make decisions that are consistent, fair, and in line with council policies and relevant legislation
  • We will be clear on what we can and can't do, and fully explain our decisions
  • We will always strive to improve and meet your expectations
  • We will act in the best interests of the Hawke’s Bay region.

Dr Nic Peet
Chief Executive - Hawke’s Bay Regional Council

How to give feedback

Our commitment to service excellence is very important to us. If you feel that we have not met our commitment, please let us know. You can do this through our feedback page, or by letter, or email us at

Give feedback here

Comments, compliments or complaints - what happens to your feedback?

Your feedback is very important to us as we are committed to providing a quality service as outlined in our customer promise.

We are interested in hearing about what you found good and not so good, and any suggestions you may have for improvement.

All feedback is summarised and reported to the Group Manager that the feedback is relevant to.  We use feedback to help us improve.

Please use the form above to give us your feedback about our service, our people or our website.

If you have a complaint about the Council’s standard of service, actions or lack of actions by staff, you can use the form or you can submit your complaint by letter to: The Chief Executive, Private Bag 6006, Napier 4142 or email us at

Why do we need your contact details?

Whether it is a comment, compliment or a complaint we want to let you know what action was taken.

Thank you in advance for your feedback.


Disclaimers and Copyright
While every endeavour has been taken by the Hawke's Bay Regional Council to ensure that the information on this website is accurate and up to date, Hawke's Bay Regional Council shall not be liable for any loss suffered through the use, directly or indirectly, of information on this website. Information contained has been assembled in good faith. Some of the information available in this site is from the New Zealand Public domain and supplied by relevant government agencies. Hawke's Bay Regional Council cannot accept any liability for its accuracy or content. Portions of the information and material on this site, including data, pages, documents, online graphics and images are protected by copyright, unless specifically notified to the contrary. Externally sourced information or material is copyright to the respective provider.

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