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Auckland Council is reporting a problem with its own Report a Problem interface with the public.
Report a Problem is an online portal where Aucklanders can report a range of issues from illegal dumping to dogs roaming and graffiti.
At council’s revenue, expenditure and value committee on March 19, staff said if multiple people reported an issue, then they might receive the response that their report had been closed. Parks and community facilities general manager Taryn Crewe said this had created some negative feedback.
Cr Chris Darby said he had been one of the people confused by the Report a Problem response.
“It’s not that personal,” he said. “It doesn’t say ‘thank you for your inquiry” – you just get a number. It’s just a code and then it’s from a ‘no reply’ email.”
He said it was not a customer friendly tool and that it would be frustrating for Aucklanders to go through the process repeatedly.
Crewe added that when customers didn’t get the right response, it resulted in a phone call through the call centre, which council was trying to minimise. “We’re re-wording the message and will do some analysis to see whether feedback starts to improve.”
