Service Requests & Enquiries

You can contact TRC by phone, email, mail, online or in person. It's up to you to decide what is the most convenient for you.

If you would like a reply in a certain way, please let us know and provide us with details to contact you.

Our aim is to respond to all enquiries between 2 to 5 business days.

This can vary according to the department that the request relates to, the volume of enquiries at that time, and the complexity of the matter.

A response to you should indicate whether the matter can be resolved and what this might involve.

During 2018/19 TRC's Customer Relations Team received 22,878 customer requests, including 14,244 phone calls. 13,589 payment receipts were processed.

Requests are also received through other departments of TRC for specific matters.

The most common requests received by TRC are roads maintenance, water, waste, rates and animal related.

TRC can receive a complaint in any of the ways available to you to contact us.

At the first stage TRC will assess whether this is a complaint or something else - for example, requesting a service or reporting a problem.

If you have requested a service or reported a problem, we will log this in our Customer Requests Management system and forward it to the appropriate department within TRC for a response. Requests for service and reports of problems are a normal part of doing business - this helps us to identify problems that we may not be aware of.

If you are making a complaint, we may contact you to help us to understand the issue and resolution you are seeking. All complaints will be investigated in accordance with the Council's Complaints Policy and an outcome reported back to you.