Henderson-Massey Local Board

Just recently we lost our pet dog. The family is pretty upset with the loss and are collecting themselves together after few very stressful days after the cremation.Regardless , life must continue and things have to be done. I rang the Waitakere City Council after few days to let them know of our loss so that the pet was taken off their register. My call was answered by a lady. She seemed to be very confused. She was talking her way loud on the computer while I was the other end listening.I was a bit confused then trying to figure out if she was talking to me or someone else.She asked me the details. I gave her what she asked me for. She asked me to return the dog tag/strap that I had on my pet.I promised her to return the tag on the next working day.She promised to send me a form via email to complete and bring it with the tag. At no point of time the lady had the courtesy to say "sorry to her about the loss of your pet". Regardless the form did not arrive. I decided to go in there personally. This time with the death certificate of my pet. Once again I was attended by a lady. The counter was empty and I was served immediately.The lady asked me if I was sent a letter . What letter I wondered. She had no idea as well after I questioned her. I gave her the death certificate of my pet. She took the paper and said she will take a copy of it and sort things out later.I had no issues but once again she had no courtesy of saying" sorry to hear about the loss of the pet". I smile would have been appreciated. I don't think I am that ugly that people wont smile to me. I came back once again wondering if professional positions behaved as such, what would one expect from an ordinary person walking past you on the street. Surprise few days later, I received a dog registration notice in the mail which was due in August. I thought for a moment and wondered if I was still alive. I took the notice in personally with the death certificate one again.I had the right boxes ticked on the for.This time I was attended by a male. The counter was empty.Two of them wanted to see me at the same time.Maybe they were bored.I gave the form and the death certificate to the person attending me. He looked at the form and asked me if I wanted a tag or a strap for my dog.This time I was upset but kept my cool.I asked him to kindly read the form. He said it was $103.00 to pay.I asked him to look at the form again. I saw him the box I had ticked. I told him I had lost my pet dog. He said Oh !!. I will take a copy of the death certificate.He did and told me it was okay. This person once again, no apologies no smile. Didn't even say he was sorry to hear about the loss of the pet. I left the counter thinking the following - Probably that was the culture at the City council. Not to smile and never to be sympathetic with anyone under any circumstances. - Does the city council have the right people in the right place. These people work with the public. - This modern world with modern systems, are they making life easier or even difficult. One little this, so much waste of time and resources. - It's the taxpayers money, why bother waste of resources - May be the leaders are the same. They must train their staffs to be the same. I wanted to go one step further this time. I rang up again ans asked for a customer services person. I was answered by a lady again but totally different. Very well mannered. She said she was sorry to hear about my loss . She even said she lost her pet a while ago but missing it. I told her the whole saga. She apologized on behalf of the City council and asked me if I wanted a feed back on this. She was just brilliant compared to the few others.She had the credentials to be in the head line rather than the others. I only hope I don't have any more things to do with Waitakere City Council. I just think they are so rude and unprofessional. 18/7/18 To date no feed back. What about the refund on the registration? You are too good at charging penalties.

Went to the council service desk to pick up my building consent. They had to get it processed and brought over from the relevant department, but it was all done within 10 mins while I waited on the comfy lounge suite. Excellent service.

Anil at the counter provided excellent customer service. Made it very easy to understand what payments were necessary. Masterclass in patience and great service! Thank you.

Came home today to find council had planted a tree on my front lawn. No notifications or anything. Tree scape showed me the plan and was supposed to be on neighbors property. Council you should do better informing people. Have phoned want it removed. This is not good way to treat people. We take pride in our front yard and very upset over this. And to top it off tree scape left a muddy mess all over the footpath

2nd March E-mail to AK Council Transport querying use of photographic evidence for the issue of parking infringement notices, following NZ Police using similar evidence to police driving offences 2nd March Acknowledgement by Customer Services Team, Excellent. 9th March E-mail from AK Written Communications team to advise the query had been forwarded to Auckland Transport who will give reply within 10 working days 8th April E-mail to AK Council requesting update on query 8th April Response from AK Written Communications Team to advise that query had been escalated to AK Transport Customer Service Team and that their response would be made by 21st April. Excellent response. 24th April E-mail to AK Transport requesting update on query. No reply!! No acknowledgement!! 29th April E-mail to AK Transport requesting update on query. No reply!! No acknowledgement!! Two months and no reply!!! is there anybody there???

Awesome experience. Thanks so much for face to face to book appointment which was too difficult to do online. Help desk went extra mile

If Rhoda from the waitakere council service centre answers your phone call,HANG UP, she just talks over you and doesn't listen to what your calling for. USELESS!!!

It took two attempts to get through. Spoke to 2 people . Both were helpful to a degree.

Anil was very helpful. He tried his best to get some information I requested.

Hard to understand where all our rates going to. Consistently poor service, confusing website, long queues for phone calls.