Feedback
At Te Tumu Paeroa, we are committed to providing excellent service and maintaining strong relationships with whenua owners. We understand that sometimes things may not go as planned, and we appreciate your feedback. If you have any concerns or complaints, please use the following process.
Me pēnei te tuku | How to report an issue
- Waea mai| Call us: You can reach us on our Freephone number 0800 943 682 from Monday to Friday. Our Client Services team kaimahi will help you with your enquiry.
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Mā te ipurangi | Online: Alternatively, you can submit a complaint online through our website. Please use the form below to provide details about the issue you are experiencing.
Inā tuku amuamu koe | When you submit a complaint
When you submit a complaint, we follow the process below to address your concerns. We also incorporate the four values of Te Tumu Paeroa - tōtika (professionalism), manaakitanga (respect), kotahitanga (unity) and mana (integrity) into the process.
- Ko te whakautu | Responding to your enquiry: We acknowledge your complaint as soon as possible and provide a timeframe for resolving your issue.
- Ko te mātoro | Investigating the complaint: Our team investigates the matter thoroughly. We take every complaint seriously and aim to understand how this issue came about.
- Ko te whakatau | Resolving the issue: We do our best to find a resolution.
We take steps to make sure the same issue doesn’t arise in the future. In this way, your feedback helps us improve our mahi.
Ka noho matapu | Privacy and Confidentiality
Māori data sovereignty and what it means for whenua owners is embedded in our information management practices. We make sure the tapu, mana, and mauri of both the physical and digital data we look after is respected and maintained. This includes ensuring all complaints are confidential and any personal information you give us during this process will only be used for the purpose of addressing your complaint.