Method of complaint

Method of complaint

The majority of complaints were received from residents (73.3 % of complaints in 2021/22 compared to 43.1% of complaints in 2019/20). This is likely due to the impacts of COVID-19 lockdowns and people working and studying at home who may have normally been at an office or educational facility. There were fewer complaints from businesses (21.3 % of complaints in 2021/22 compared to 55.3% of complaints in 2019/20). Potentially due to the impact of COVID-19 and business shut down periods which had a larger impact than construction works.

Table 6: Type of stakeholder raising the complaint

Stakeholder 2019/20 2021/22

Resident Business Member of the public Other or did not specify 43.1% 55.3% 0.0% 3.3% 73.3% 21.3% 5.3% 0.0%

In 2021 complaints were provided by email (46.7%) and phone (50.7%), unsurprisingly there were fewer complaints provided through informal meetings and in person, this is likely reflective of the impacts of COVID-19 where face-to-face communication was restricted.

Table 7: Method of communication for raising the complaint

Method of receipt 2019/20 2021/22

Email Phone Informal meeting In person Other 54.5% 31.7% 0.0% 7.3% 6.5% 46.7% 50.7% 1.3% 0.0% 0.0%

Page 23 | 2019-2020 SIBD Annual Report - Karanga-a-Hape Station