Start with the arborist, in writing
The arborist runs their own business, and the job was agreed with them, so they're the ones who can put it right. Email or text them what's wrong, what you'd like done and by when, so there's a written record, and give them one fair chance to fix it.
The Consumer Guarantees Act says a service must be done with reasonable care and skill, and when one falls short and can be fixed, the business has to fix it within a reasonable time.
Why the job form isn't the place for a complaint
The tree job form is built to pass jobs on. Its note box is labelled as a note for the arborist, and its consent box lets us share your details with a local arborist. A complaint sent that way could reach the wrong people. Use the steps on this page instead.
What to have ready
- Which job or page it's about, and roughly when.
- What went wrong, in a few lines.
- What you'd like done about it.
- Any photos, quotes or messages that show what happened.
If the arborist won't put it right
Disputes Tribunal. The Disputes Tribunal settles claims up to $60,000, and damage to property is among the disputes it hears. For most problems with the work, it's the practical next step.
Consumer Protection. The government's Consumer Protection service, run by the Ministry of Business, Innovation and Employment, explains your rights under the Consumer Guarantees Act and the Fair Trading Act.
Nearby Arborist can't refund what you paid, send an arborist back to the job or rule on a dispute about the work, because your agreement and your rights sit with the arborist's business.
When it's about a lines company's tree notice
A cut or trim notice from your lines company is between you and them. Unresolved disputes about tree notices can go to Utilities Disputes, an independent complaints service for electricity and gas, or to the government-appointed tree arbitrator.
Neighbours, privacy and page errors
We can't settle a dispute with a neighbour over a tree; your neighbour's tree explains talking first and the District Court route under the Property Law Act 2007.
If you think your details were mishandled, the Office of the Privacy Commissioner takes privacy complaints, and the privacy policy explains who holds what. Spotted a rule or fact that looks wrong? Each page lists its sources at the foot, and for your own tree the council's current rules win over ours.
If a tree is dangerous right now
A complaint can wait; a dangerous tree can't. Call 111 if anyone is in danger. If a tree is touching a street power line, call your lines company, and keep everyone well back.