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Additional security measures

We are aware that some customers are having issues making payments online. This is due to Visa and Mastercard now enforcing two-factor authentication on all payments in order to increase security.

If you are having issues making an online payment, please contact your bank.

Do it online


Te ara whakaui pārongo me ngā rite kawatau

How to make an information request and what to expect

Find out how to make an information request and what you can expect from the process.

How to make a request

What should I include?

When you make a request, include:

  • your name
  • a contact option - email address or phone number
  • specific details of the information you want

A good request helps us find information, so:

  • Tell us what you are looking for in clear plain language
  • Request factual information or figures
  • Explain the context or reasons you want the information.

Include as many specific details as possible, for example:

  • Reference numbers
  • Names of staff or teams you have been dealing with
  • Locations or addresses 
  • Specific timeframes, including dates and times if possible
  • Key words

You can also ask to receive the information in a specific way – let us know your preferred method when you make your request.

Where do I send it?

You can make a request by:

  • email – send your request to:
    info@tauranga.govt.nz  or democracy.services@tauranga.govt.nz
  • phone – call us on:
    07 577 7000
  • post – send your request to:
    Democracy Services
    Tauranga City Council
    Private Bag 12022
    Tauranga 3143
  • in person:
    at our Customer Service Centre, 21 Devonport Road, Tauranga. 

What to expect

When will I hear back?

When we receive your request, we will acknowledge it within two working days.

We will reach a decision on your information request as soon as possible but no later than 20 working days after receiving it.

We may come back to you to get more information or clarify your request. This usually happens within 7 working days.

We may transfer your request to another government organisation if the information you want is held by them. We will let you know within 10 working days if your request is transferred.

We may extend the timeframe for responding if your request involves a large amount of information or requires us to consult with other parties. We will let you know within 20 working days why and how much additional time is needed. 

You can ask us to treat your request as urgent. If this is the case, you need to give the reasons when you make your request.

How much will it cost?

Requests for official information are usually free, but there are times when we may need to charge for official information. We tend to charge if:

  • answering a request requires substantial collation or research
  • you have made multiple recent requests about a common topic. 

If we decide to charge, we will tell you the cost of your request before we begin collating it. You can then decide if you want to proceed, refine or withdraw your request.  

Find out more information about the Council’s LGOIMA charging policy.

We do not charge for privacy requests.

Withholding information

We may withhold or refuse to give you some information. The main reasons for this include to:

  • Protect people’s privacy
  • Protect confidential or commercially sensitive information
  • Allow Council to carry out its commercial activities
  • Maintain legal privilege

The specific reasons we may rely on to withhold or refuse to give information can be found in sections 6, 7 and 17 of the Local Government Official Information and Meetings Act 1987 and 27 to 29 of the Privacy Act 2020.

Reviewing decisions

We aim to be transparent and accountable in our decision making. We try to be as open as possible when providing responses to information requests. 

Useful links

Ombudsman report 2021

View the Chief Ombudsman’s practice report into LGOIMA compliance and practice at Tauranga City Council.

Contact us

If you have any questions, email democracy.services@tauranga.govt.nz.

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