Original request made on Tuesday, 5 October 2021. Initial response received on 14 October 2021. Request details below:

Can I please have, for the last 24 months:

1. The total number of Sign/ Billboard complaints on a monthly basis
2. The number of these Sign/ Billboard complaints that relate to electronic/ LED signs & Billboards (including Bus Shelters) on a monthly basis
3. The number of electronic/ LED sign/ billboard complaints (including Bus Shelters) that relate to illumination on a monthly basis (eg excessive brightness, flashing transitions etc)

For the last 12 months can I please have a breakdown of complaints regarding electronic/ LED signs & billboards by Local Board area as yearly totals.

I complained to Auckland Council CE Jim Stabback regarding the Official Information request response and received the following reply from Council:

From: Sally Woods
Date: Thu, Dec 16, 2021 at 1:34 PM
Subject: RE: Complaint regarding Auckland Council's inadequate LGOIMA response
To: campbell.larsen

Kia ora Mr Larsen
Thank you for your email dated 7 December to Chief Executive Jim Stabback.
I am very sorry we were not able to provide you with the information you requested regarding billboard complaints. The information is not recorded in a way that allows us to determine with certainty how many complaints we have had about electronic billboards. The information provided to you was a collation of what is available. While I appreciate you would like more detail, council processes hundreds of thousands of requests every year, over many subjects, and to keep that level of detail would not be practicable, and is not required in order for us to carry out our work.
I am therefore unable to provide you with the information you request, as it not able to be found.
The complaints management framework was favourably reviewed by the Auditor General, and no issues with SAP CRM were raised. Nevertheless, Auckland Council continuously reviews all our processes and procedures, and complaints management will be reviewed early next year.
I can assure you that Auckland Council does take all complaints seriously, and they are appropriately investigated and addressed. Please continue to report any breaches relating to billboards that you see through our contact centre (301 0101).

Ngā mihi
Sally

Sally Woods
Kaiwhakahaere Take Whakatau Kiritaki | Manager Customer Resolutions
Te Kaunihera o Tāmaki Makaurau | Auckland Council

I lodged a complaint with the Ombudsman regarding this LGOIMA response and the reply from Sally Woods on behalf on CE Jim Stabback on 22 December 2021. I received the following letter advising me of the Ombudsman’s final decision over one year and seven months later.

Our ref 571282 (Complaint ground: 571284)
Contact Holly McDonald
26 July 2023

Mr Campbell Larsen
By email: campbell.larsen

Dear Mr Larsen

Local Government Official Information and Meetings Act investigation Auckland Council

Thank you for your emails of 30 June and 3 July 2023, concerning your complaint about Auckland Council’s (the Council) response to your request for data related to bill board complaints.

I have now had an opportunity to consider your comments on the provisional opinion. However, having considered all the issues raised, I have now formed the final opinion that the Council’s response to your request was not unreasonable.

From the outset, I must advise that the Local Government Official Information and Meetings Act 1982 (LGOIMA) does not require agencies to create information in order to satisfy a request.

I understand that you are concerned about the increasing number of billboards, particularly electronic, in Auckland City. While requesting official information may provide you with information related to your concerns, is not a mechanism to pursue grievances with an agency.

The basis for your belief that the Council has misrepresented the data provided remains unclear. In responding to your request the Council reviewed its complaints, and provided you the data in a way that its system allowed.

Given the Council responded to your request in full and your comments relate more to your dissatisfaction with an influx of billboards than the response itself, my opinion remains that the Council’s response to your request, in this instance, was not unreasonable.

I have now concluded my investigation.

Yours sincerely

Peter Boshier
Chief Ombudsman