Release of WCC’s Complaint Procedure and Administration in charge

Klaus Schliebe made this Official Information request to Wellington Regional Economic Development Agency Limited

Response to this request is long overdue. By law Wellington Regional Economic Development Agency Limited should have responded by now (details and exceptions). You can complain to the Ombudsman.

From: Klaus Schliebe

Dear Wellington City Council,

This is an official information request to identify the person in power for responding to complaints.
The complaint of 9 Dec 2021 addressed to Wellington’s City Council – WCC Rates Department has not been responded despite of posted email reminders.

[1] Can WCC please provide a copy of the complaint procedure (guideline) with details to complaint registration (date of registration, reference number, contact details), time frame for responding and resolution process?

[2] Who is the complaint administration in charge to provide services to rates payers’ satisfaction?

[3] What is the WCC procedure if WCC failed to respond, like in this case, sending out requested copies of documents to assist rates payers' inquiry?

The Information Request is to show accountability & transparency ensuring that WCC’s operation can be trusted.

Yours faithfully,
Klaus Schliebe

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From: contact
Wellington Regional Economic Development Agency Limited

Hi Klaus - you have sent your email to WellingtonNZ not Wellington City
Council. I have forwarded it on to Wellington City Council using their
info email address [email address]

Hopefully someone from Wellington City Council will respond to you soon.

Kind regards

Liz

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From: BUS: Assurance


Attachment image001.jpg
4K Download


Tçnâ koe Klaus,

 

Thank you for your email dated 11/02/022 requesting information about
WCC’s complaint procedure and the Rates department.

 

Our team will manage your request under the Local Government Official
Information and Meetings Act 1987 which requires us to provide a decision
as soon as possible, but no later than 11/03/2022, being 20 working days
of receipt.

 

The reference number for your request is IRC-2936.

 

Please contact us if you have any further questions.

 

Kind regards,

 

The Assurance Team

Email: [1][email address]

Wellington City Council | W [2]Wellington.govt.nz | [3]Facebook|
[4]Twitter

The information contained in this email is privileged and confidential and
intended for the addressee only.
If you are not the intended recipient, you are asked to respect that
confidentiality and not disclose, copy or make use of its contents.
If received in error you are asked to destroy this email and contact the
sender immediately. Your assistance is appreciated.

 

[5]http://wellington.govt.nz/~/media/Images...

 

 

From: Info at WCC <[email address]>
Sent: Friday, 11 February 2022 3:19 pm
To: BUS: Assurance <[email address]>
Subject: Fwd: [#SR-325735] FW: Official Information request - Release of
WCC’s Complaint Procedure and Administration in charge

show quoted sections

Link to this

From: BUS: Assurance

Kia ora Klaus

 

Thank you for your information request dated 11 February 2022. Please see
the below responses to your questions:

 

[1] Can WCC please provide a copy of the complaint procedure (guideline)
with details to complaint registration (date of registration, reference
number, contact details), time frame for responding and resolution
process?

 

Information is contained on our website about our complaints procedure:
[1]Make an official complaint to Council - Wellington City Council

 

[2] Who is the complaint administration in charge to provide services to
rates payers’ satisfaction?

 

The administrator of this would be the Rates Team Leader. They can be
contacted by sending an email to [2][email address] and
[3][email address]

 

[3] What is the WCC procedure if WCC failed to respond, like in this case,
sending out requested copies of documents to assist rates payers' inquiry?

 

Information on how to escalate a complaint is contained on our website:
[4]Make an official complaint to Council - Wellington City Council

 

I can also advise that WCC is in the process of moving some rate services
to our contact centre. Which will give better timely responses to
customers.

 

I have spoken to the Rates Team Leader and they will be responding to your
request. I apologise that we have not provided timely responses to you in
this instance.

 

Please do not hesitate to get in touch with the Official Information team,
[5][email address], if you are not receiving timely response to your
information requests.

 

If you are not satisfied with the Council’s response, you may request the
Office of the Ombudsman to investigate the Council’s decision. Further
information is available on the Ombudsman website,
www.ombudsman.parliament.nz.

 

 

Ngâ mihi,

Gareth

 

 

Gareth Hancock

Team Leader Official Information | Risk & Assurance

Ara Whaimana | Strategy and Governance

Te Kaunihera o Pôneke | Wellington City Council 
M 021 364 473 | E [6][email address]  | W [7]wellington.govt.nz

 

From: Klaus Schliebe <[8][FOI #18524 email]>
Sent: Friday, 11 February 2022 9:47 AM
To: contact <[9][WREDA request email]>
Subject: Official Information request - Release of WCC’s Complaint
Procedure and Administration in charge

Dear Wellington City Council,

This is an official information request to identify the person in power
for responding to complaints.
The complaint of 9 Dec 2021 addressed to Wellington’s City Council – WCC
Rates Department has not been responded despite of posted email
reminders.

[1] Can WCC please provide a copy of the complaint procedure (guideline)
with details to complaint registration (date of registration, reference
number, contact details), time frame for responding and resolution
process?

[2] Who is the complaint administration in charge to provide services to
rates payers’ satisfaction?

[3] What is the WCC procedure if WCC failed to respond, like in this
case, sending out requested copies of documents to assist rates payers'
inquiry?

The Information Request is to show accountability & transparency
ensuring that WCC’s operation can be trusted.

Yours faithfully,
Klaus Schliebe

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References

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From: Klaus Schliebe

Dear BUS: Assurance,

Summarizing the Official Information response: to [1]+[3] go to the website and [2] contact Team Leader – these two steps exactly caused the deadlock situation. By referring to web-auto responses and no replying to addressed emails show that WCC is “not functional”.

Positive due to the Official Information Request is that I received a written apology from WCC (22/2/22) and the documents, requested when launching the complaint online in Dec 2021.

Coming to the point, WCC failed to comply with NZ’s law e.g. by not providing copies of documents within 23 days on rates payers request in accordance with Goods & GST Act and hiding behind their website. Trying to reverse the situation is not acceptable.

Yours sincerely,

Klaus Schliebe

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Things to do with this request

Anyone:
Wellington Regional Economic Development Agency Limited only: