COVID-19

Call us

Our contact centre is available 24/7 on 07 577 7000 – call us, especially if you have an urgent service request. You can also email us on info@tauranga.govt.nz but it may take a few days for us to get back to you.  

Customer service centre - 91 Willow St

The customer service centre at 91 Willow St is open under Alert Level 2, with a limit on the number of people allowed in the centre at any one time, and customers required to wear face coverings as per the Government guidelines. Physical distancing and contact tracing measures are also in place, contactless payment options are available, and we will be sterilising the customer service centre daily between 12.00 and 12.15pm. Opening hours are as normal:

Monday, Tuesday, Thursday and Friday: 8.30am – 5.00pm
Wednesday: 9.00am – 5.00pm
Weekends: closed

Customer service desk – Papamoa Library

If you live on the coastal strip, no need to travel into the city centre – our new customer service desk at Papamoa Library is open under Alert Level 2, every Tuesday and Thursday, 9.30am to 1.30pm and 2.30pm to 5pm. You can get the same services there as in our Willow St branch.

Do it online

To avoid unnecessary contact, remember you can pay your rates, invoices, dog registrations, building consent fees or fines on our website.

If you have an issue you’d like to talk through with someone face-to-face, you can book a meeting via videoconference with a customer service advisor.

Book a meeting

Here to help you

If you’re finding it hard to get the essentials for your home, or you know of someone else in this position there are community and social services who are supporting those in need during the lockdown.

Here to help u

This initiative is a needs assessment tool that enables the community to access a wide range of free support via an online help request form. It’s convenient and easy, with no judgement, barriers or unnecessary complexity to get the support or advocacy needed by accessing trained community navigators. This service will help whānau access food parcels, employment support, mental health and counselling, grief support, budgeting, etc.

Grocery deliveries by the Student Volunteer Army

The Student Volunteer Army grocery service is available nationwide to those in self-isolation or who have no other way to access food. You can use their service if you are:

• an older person
• in self-isolation or an essential worker
• a solo parent, home carer or live with a disability or mental health challenge

Order now (or volunteer!)

Information for disabled people

A list of the support and adapted approaches for disabled people is available on the Office of Disability website.

If you're having trouble paying your rates during the COVID-19 lockdown, our staff may be able to help. Please phone 07 577 7000 or email arrangements@tauranga.govt.nz and we'll get back to you as soon as we can.

If you need help to complete a rates rebate application, call us on 07 577 7000. Under Alert Level 2 you can also get assistance with your application in person at our customer service centre at 91 Willow St. Staff will also be available in our libraries to help with rates rebates until Thursday 30 September: 

• Pāpāmoa Library - 9.30am to 1.30pm, Tuesday, Wednesday, Thursday
• Greerton Library - 9.30am to 12pm and 1pm to 2.30pm, Tuesday, Wednesday, Thursday
• Mount Library - 9.30am to 1.30pm Tuesday, Wednesday, Thursday

No appointment needed. You’ll also be able to pay your rates invoice by EFTPOS and credit card (no cash, sorry). Please remember that under Alert Level 2 it is mandatory to wear a face covering in the library and respect physical distancing and contact tracing requirements.

More information about rates rebates and remissions

Rubbish and yellow-lid recycling bins, glass recycling, food scraps bins and garden waste are now collected as usual. There are no changes to the collection days or frequencies – put your bins out when you normally would.

Transfer stations

Te Maunga Transfer Station is open for rubbish, garden waste and recycling services at Alert Level 2. 

Residents should expect long delays due to added health and safety precautions.

Excess waste

As the reduced service under Alert Level 4 will have left some households with excess waste, we encourage residents to drip-feed their excess waste into their regular collections over the next few weeks if possible.

Residents can drop two 60-litre rubbish bags per household at the Te Maunga Transfer Station free of charge, between Wednesday 1 September and Tuesday 14 September. These do not need to be pre-paid council bags. Residents should make their way to the recycling area, not the weighbridge, to drop these off.

Long delays are expected, so we encourage residents to only use this service if necessary.

Assisted kerbside collections service

The assisted service continues under Alert Level 2, with precautions to ensure our community and workers are kept safe. Our drivers are wearing full personal protective equipment and will be sanitising your bins before and after collections.

What we need from assisted service customers

• Please leave your bins in plain sight. The driver shouldn’t need to open gates or leave the driveway
•  Please tie or tape your bin liner closed to prevent spillage if possible.
•  Keep two metres away from the driver, our drivers can’t stop to chat

Bin deliveries

For those who have ordered additional bins or replacement bins, bin deliveries have now recommenced. You might notice your bin has a wet handle, but don’t worry that’s just sanitiser!

Waste collections services via private contractors

If you have any questions around your private waste company’s service, please contact your service provider directly.

Public bins

Public bins continue to be monitored and emptied.

We will be regularly reviewing what level of service is necessary to serve our community, as well as ensuring we are keeping workers safe. We’ll communicate any changes via our website and social media channels.

Parks and reserves

Parks and reserves are now open, including Mauao, McLaren Falls Park (apart from the campground and hostel which remain closed), Moturiki (Leisure Island) and Oropi Mountain Bike Park. Further details on specific parks below.

When in our parks and reserves please keep your distance from others (ideally two metres) and give way on narrow footpaths, walkways and bridges.

As maintenance activities will be increasing, to keep you and our teams safe we ask you to keep your distance. Where necessary, we will put signs up to let you know we are at work in the reserve. A wave or a thumbs up is appreciated, but with questions or to report any issues, please call us on 07 577 7000.

Mauao 

Mauao is open, however it is a COVID-19 high risk area due to the number of visitors, the inability for them to maintain safe physical distancing, and an inability to contact trace all users. 

To protect yourself and others: 

• Keep away from others (ideally 2m)
• Give way on narrow sections
• Avoid passing others 
• Do not stop midtrack to talk to others
• Consider exercising elsewhere

McLaren Falls Park

The park is open to visitors under Alert Level 2 but the campground and the hostel remain closed.

Toilets are available at the information centre, on the Waterfall Track and at Pin Oak. The Hamilton Point/Top Flats and Cherry Bay toilets remain closed. All public barbecues remain switched off.

TECT All-Terrain Park 

The TECT All-Terrain Park is partially open. Please check the TECT Park website for more information.

Papamoa Hills Regional Park 

Papamoa Hills is managed by Bay of Plenty Regional Council – please check their website for the most up to date information. 

Playgrounds, skate parks, pump tracks 

All playgrounds, skate parks and pump tracks are open again. To protect your family and others:

• Stay home if you or your children are sick
• Keep your distance from others (ideally 2m) 
• Wash your and your children’s hands before and after using any play equipment

Sports fields and courts 

Sports fields and outdoor courts are open, but individual codes will depend on the ability to restart, social distancing, contact tracing and government guidelines.

Boat ramps 

All boat ramps are open again. 

Public barbecues and water fountains 

Public barbecues and water fountains are not to be used under Alert Level 2 and remain switched off.

Freedom camping is allowed under Alert Level 2. For more information on freedom campaign rules and locations, visit our freedom camping page.

Please follow the Government’s guidelines on physical distancing and face masks.

All public toilets are open again under Alert Level 2. Please continue taking all the usual sanitary precautions when using the toilets to keep yourself and others safe.

All Tauranga City Libraries reopen under Alert Level 2 at normal operating hours from Thursday 9 September.

Regular programmes including Iti Pounamu and digital lessons are not currently on offer in Level 2. Please check our website for regular updates.

What you need to know when visiting the library at Alert Level 2:

• Do not come to the library if you are unwell.
• Everyone aged 12 and over must scan in with the NZ COVID Tracer app or provide us with your name and phone number when you visit.
• Face coverings are mandatory for visitors 12 and over.
• Visitor numbers are restricted in all library spaces to allow for 2 metres distancing. You may have to wait before entering the library.
• Wash or sanitise your hands before and after visiting.
• Keep your distance from other customers and staff (2 metres).
• If you don’t want to browse the shelves, pre-order your books before you visit (there is no charge for holds).
• Please be kind to staff and other customers.
• Public PC access is limited due to social distancing.

Thank you all for your cooperation. We are available by phone at 07 577 7177 and on our Facebook page if you have any questions.

Bay Venues will be reopening facilities in stages so that they can closely monitor the new procedures that have been put in place to keep staff and the community safe.

Find out when facilities are reopening

Record keeping is mandatory at our venues at all alert levels. Please remember to scan in using the COVID tracing app, scan your membership/visit pass card (if applicable) or manually sign in when you arrive.

The cemetery is now open to vehicles and pedestrians. Cemetery services resume in line with the government’s advice.

For advice on funeral arrangements, contact your local funeral director/funeral home. 

Animal services will continue to manage the pound and respond to dangerous and wandering dogs.

Dog adoptions at the pound

During Alert Level 2, the dog pound is closed to the public but you can book an appointment if you want to adopt a dog. Write to us on pounddogadoptions@tauranga.govt.nz with your expression of interest, specifying which dog you are interested in adopting, and we will be in touch.

Dogs available for adoption

Walking your dog

During Alert Level 2, we recommend that you keep your dog on a leash at all times while walking it – even in areas that are usually off-leash. Not everyone appreciates being approached by dogs, especially when we’re all trying to maintain a safe distance from each other.

Parking fees and time restrictions are back in force under Alert Level 2.

Paid parking, time restrictions and other parking-related offences will be monitored and enforced.

We couldn’t take water meter readings under Alert Level 4. As a result, for the water rates invoices sent out in late August/early September (mainly involving Te Papa peninsula suburbs), usage costs have been estimated based on the volume of water used by each property in the last five readings. This might result in a small under- or overcharge, which will be corrected in the next reading cycle in three months’ time.

Water meter readings have now resumed. Health and safety protocols may mean that a few meters will not be read, because of their location on private property. In this case, the meter reader will leave a card in the property’s mailbox for the resident to send us their own meter reading.

If you have any questions about water meter readings please contact us on water.admin@tauranga.govt.nz.

Building inspections

Building inspections continue to be carried out under Alert Level 2, in accordance with https://covid19.govt.nz/ guidelines, CHASNZ and Tauranga City Council procedures.

Inspections on alterations/additions can now also resume, but you must confirm that there are no vulnerable persons residing at the address. The building inspector will discuss this with you before the inspection.

The building inspection booking phone is now back in service, in addition to the email booking process. To book an inspection, please phone 07 577 7334 or email inspections@tauranga.govt.nz

Building consent applications and processing

Please continue to submit all building consent applications through AlphaOne.

We will continue to process building consent applications under all alert levels, aiming at achieving the 20-business day timeframe. However due to the current circumstances your application may be further delayed. MBIE has provided direction on this, allowing flexibility and they will continue to monitor the situation.

If you have already submitted an application and are now unsure if you want to continue, you can withdraw your application. This must be done via your agent.

Please be aware that if you choose to withdraw your application, you will need to pay the charges on any processing work completed up until the date of the withdrawal.

Applications requiring section 72, section 75 or encumbrance notices can be processed under Alert Level 2.

Building compliance

The Building Compliance team is resuming property inspections where necessary (including swimming pool fencing) in Alert Level 2, following Government guidelines. Any issue that involves potential unconsented building work can be emailed to buildingcomplianceMB@tauranga.govt.nz.

Delivery of LIM reports and property files is back to normal, with hard copy LIM reports and property files on USB available once again.

Under Alert Level 2, Council and committee meetings will be held once again in Chambers at 91 Willow Street. You are welcome to attend Council meetings, however a limit of 24 attendees will be maintained to ensure everyone’s safety. Contact tracing will be in place, social distancing guidelines will be adhered to and members of the public will need to wear face coverings in line with Government guidelines. Hand sanitiser will be available and thorough cleaning will take place after each meeting.  

Meetings will continue to be live streamed on our website. 

Council meetings live stream 

Please refer to Covid19.govt.nz for the most up-to-date government guidelines on events and gatherings able to take place under the current alert level. If you would like to discuss your event/gathering further and whether it is able to proceed, please email eventbookings@tauranga.govt.nz.  

Please follow the Government’s guidelines relevant to events and gatherings:

• Events and entertainment at Alert Level 2
• How to manage record keeping of attendees.
• Wedding ceremonies and private gatherings at Alert Level 2

Weddings and private gatherings can have a maximum of 100 people outside or 50 people indoors and physical distancing. Organisers must legally record attendees for contact tracing purposes. You can find information below on venues in Tauranga and how to schedule a wedding ceremony on public open space.

Weddings in public open spaces

For information on specific events, check the My Tauranga website or the event organisers websites/Facebook pages. 

Our four event funds are temporarily on hold in response to the latest COVID-19 outbreak, and we are not accepting any new applications at this time. We encourage event organisers to regularly check our website for updates in the coming weeks.

If you submitted an application to the Community Event Fund and Event Support Fund August funding round, our team will contact you directly regarding the decision-making timeline for these applications.

Baycourt Community and Arts Centre will reopen on Monday 13 September. Our box office will resume its normal hours, open Monday to Friday, 10am to 4pm.  

Scheduled events may be subject to restrictions, postponements or cancellations, depending on developments with COVID-19 alert levels. The latest information will be displayed on the Baycourt website and Baycourt social media channels.  

If you have tickets for an upcoming event at Baycourt, please check the Baycourt website for any further information regarding your visit.

Baycourt website

Should any refunds and exchanges become necessary for postponed or cancelled performances, this will be handled by Ticketek. Please contact Ticketek directly via email online@ticketek.co.nz 

Please be patient as the Ticketek team is currently processing a large number of enquiries.

Note: record keeping is now mandatory at venues at all alert levels. Please remember to scan in using the COVID tracing app or sign in when you arrive. 

The Historic Village grounds, venues, retailers and services are open under Alert Level 2. Visitors and tenants will need to comply with the Government’s mandatory requirements and guidelines on physical distancing, contact tracing, use of face coverings, and limits on the number of people present at events and gatherings.

The Tauranga Art Gallery will reopen from 10am on Friday, 10 September with reduced visitor capacity.

The airport will open during Alert Level 2. Face coverings are mandatory within the terminal building. Only travelling customers can be in the check in area. The café will be operating but with limitations.

The holiday park is now open as normal, and shared facilities are open for use.