Compliments and Complaints

Providing feedback is an important way for Police to improve both the quality of service we provide, and the conduct of individual Police employees. Compliments and complaints give us the opportunity to continually assess and improve the services we provide. Your feedback is welcome.

Compliments

If you are pleased with the service you have received from us, we welcome praise and compliments about individual members of Police or about Police in general. 

The information you provide helps Police to recognise and share examples of good practice in order to improve the service we deliver.  We will also pass your comments on to the employee and their supervisor.

Submit a compliment online.

Complaints

Police aims to provide excellent service always but, if something does go wrong, we want you to tell us about it.

How your complaint helps Police

Making a complaint is an important way for Police to improve both the quality of service they provide, and the conduct of individual Police employees.

When to complain

You should complain if you believe:

  • Police have done something wrong
  • you were not treated fairly by Police
  • you are dissatisfied with the service you have received.

You can complain about:

  • Police misconduct
  • Police neglect of duty
  • Police practices, policies and procedures
  • the standard of service you have received.

You can make one of two types of complaint:

1. Expression of dissatisfaction:

If you are unhappy about the service you received from Police and would like an explanation, but don’t want to make a formal complaint, you can contact any police station - write or speak to the officer in charge who will work with you to address your concerns.  

Alternatively you can submit an expression of dissatisfaction online.

2. Formal complaint:

An independent process to address serious concerns about:

  • the misconduct or neglect of duty by a Police employee
  • a policy, procedure or practice of New Zealand Police
  • the standard of service you have received.

How to make a formal complaint

  • Go to any police station and tell them you want to make a complaint against Police.
  • If you are unable or reluctant to make a complaint at a police station, arrangements will be made for you to be interviewed elsewhere.
  • You are welcome to bring your solicitor, friend or relative when you make your complaint.
    • Write to your local Police District Commander.
    • Write directly to the Commissioner of Police at Police National Headquarters, PO Box 3017, Wellington 6140.
  • Contact the Independent Police Conduct Authority (IPCA) by:
    • making a complaint online at www.ipca.govt.nz
    • phoning toll-free 0800 503 728; or
    • writing a letter to IPCA, PO Box 5025, Wellington 6145; or
    • emailing your complaint to IPCA enquiries@ipca.govt.nz

If you complain about Police you can expect...

  • to have your complaint taken and treated seriously
  • to be treated courteously and with respect
  • to not be discriminated against
  • to ask questions and receive helpful answers
  • your complaint to be investigated thoroughly and impartially
  • to have the services of an interpreter if required
  • to be advised of the procedures for actioning your complaint
  • to have your complaint recorded.

Further information

The Frequently Asked Questions (FAQs) section of our website also contains information regarding Complaints about Police. Please see this section for further information.