Procedures are in place for people who wish to make a complaint about a passenger service and have it investigated by the appropriate transport authorities. If the matter is serious, or concerns criminal activity, you should contact the New Zealand Police.
Otherwise, it is recommended that you first make your complaint directly to the taxi or shuttle company.
Taxi and shuttle companies are required by law to keep a Complaints Register which is available for inspection by the Land Transport New Zealand (LTNZ).
Please address all complaints to complaints@pntaxis.co.nz or phone our Operations Manager on (06) 351-0806.
If you are not satisfied with the result of the company’s internal investigation, you may make your complaint to the Compliance Section of the LTNZ in your region.
To do this, call the LTNZ Helpdesk on 0800 699 000, and you will be given contact details for a Compliance Officer in your area.
Although complaints are usually made to the Compliance Section, other agencies like the New Zealand Police or the Ministry of Consumer Affairs are able to record complaints and pass them on to Compliance staff of the LTNZ.
Note: Complaints that involve the scheduling of a public transport service should be directed to the Regional Council or District Council in your area.
Investigating your complaint

• After you make your complaint to the NZTA, or when notification of your complaint is received by the NZTA from another agency (such as the police), a staff member will be assigned to your case. They may interview you and other parties involved.
• Please submit your complaint in writing. If this isn't possible (for example, if you have a writing disability or you can only make contact by phone), a staff member will record your complaint.
• A complaint carries more weight if signed, although your complaint won't be ignored if you don't sign it. If you don't wish to sign a complaint that has been written for you, or you don't wish to become involved as a witness in any prosecution that may result, this may affect the NZTA's ability to take further action (e.g. to prosecute).
• When your complaint has been investigated you will be informed of the outcome.
• If you're not satisfied with the outcome, you should write to the NZ Transport Agency's National Manager, Commercial Road Transport, at the national office (use the address given below).

Where you can find out more
See the Land Transport Act 1998 and the Land Transport Rule: Operator Licensing 2007.
Copies of these documents are available from some libraries, bookshops that sell legislation, and from Legislation Direct, PO Box 12 418, Wellington.
Contact the NZTA:

• Email: info@nzta.govt.nz.
• Phone the contact centre: 0800 699 000.