Living at Puhinui Park
Complaints and concerns
Resolve minor concerns respectfully where possible and use the right pathway for serious or ongoing matters.
Overview
Living in a shared community sometimes means concerns arise. Puhinui Park encourages residents to resolve minor issues respectfully where possible, while providing a clear way to raise persistent, serious or safety-related matters with the Residents Association Committee. The appropriate pathway depends on the issue; matters primarily regulated by another authority should be reported directly to that authority.
Is it urgent?
Do not wait for the PPRA Committee to respond where there is immediate danger, an urgent safety issue, suspected crime requiring an urgent response or another emergency. Contact the appropriate emergency service or relevant authority directly. PPRA is not an emergency-response service.
Consider talking first
For a minor neighbour or community issue, where appropriate and safe, consider speaking politely with the neighbour involved first. They may not be aware that their actions are affecting someone else, and a respectful conversation may resolve the issue quickly.
Do not make direct contact if you feel unsafe, intimidated or threatened, or where the matter is serious. This approach reflects whanaungatanga and manaakitanga through respectful relationships, open communication, fairness and empathy.
Raise a concern with PPRA
For persistent, repeated, serious or safety-related concerns affecting Puhinui Park, email the Residents Association. Include enough information for the Committee to understand and assess the concern.
Good-faith reports will be treated respectfully and as confidentially as reasonably practicable. Complete anonymity or absolute confidentiality cannot be promised.
- The location of the issue.
- The date and approximate time.
- A clear description of what happened.
- Whether the issue has happened before or appears to be ongoing.
- Photographs or other supporting information where appropriate.
General concern versus formal complaint
A general concern can alert the Committee to a possible bylaw issue, repeated neighbourhood problem, shared-area concern or another matter the resident would like PPRA to review. Not every concern needs to become a formal dispute.
A formal complaint is used where the resident wants the matter considered under the Constitution’s formal dispute-resolution procedure in Rule 14.9.
Making a formal complaint
A formal complaint under Rule 14.9 must be made in writing to the Treasurer/Secretary. You can use the Association email and should clearly state that you are making a formal complaint under Rule 14.9.
- State that it is a complaint under Rule 14.9 of the Constitution.
- Set out the allegation or allegations.
- Identify who the complaint is against.
- Include any other information reasonably required to understand the complaint.
What happens next
The person complained about must be given enough detail and reasonable time to understand the allegation and prepare a response. Both the complainant and respondent have the right to be heard before an outcome is determined, in writing or at an oral hearing where needed for fairness.
The decision-maker must be impartial. The Committee may appoint a complaints subcommittee or an independent external person to investigate and/or decide the matter.
The complaint must be investigated and determined fairly, efficiently and effectively as soon as reasonably practicable, and the parties must be advised of the decision and reasons. A fair decision may be made not to proceed where a complaint is trivial, without foundation, unduly delayed or has already been investigated and dealt with.
Other ways a dispute may be resolved
Where all parties agree, a dispute may be referred to mediation, facilitation — including tikanga-based processes — or another agreed dispute-resolution approach. This is an available option, not a mandatory step.
Bylaw concerns and enforcement
Where the Committee reasonably believes a bylaw has been breached, it may issue a written notice describing the alleged breach and require the Member to remedy it within a reasonable or stated timeframe in accordance with the bylaws and Constitution.
If a Member disputes the alleged breach, the remedy required or proposed cost recovery, the matter must be determined under Rule 14.9 before further enforcement action, except for urgent action reasonably required for safety, to prevent damage or to maintain access for emergency or essential services.
Raising a concern does not establish that a bylaw has been breached, and not every complaint results in enforcement action.
Privacy and confidentiality
Reports and complaints made in good faith will be handled respectfully and as confidentially as reasonably practicable. Information may still need to be shared to understand the issue, provide a fair opportunity to respond, investigate and determine the matter, follow the Constitution and bylaws or comply with legal obligations.
Matters for another authority
The PPRA bylaws do not replace New Zealand law or the responsibilities of Auckland Council, Auckland Transport, Police, Fire and Emergency or other authorities. Public-road parking, after-hours noise, animal-control matters, criminal activity and urgent safety matters should be reported directly to the appropriate authority. You may also notify the Committee where the matter affects Puhinui Park or forms part of a repeated pattern.