Changing the way we Waitaki

When you pick up the phone to call Council, email us, or arrive at one of our Library and Service Centres in Oamaru and Waihemo, most of our Cultural Facilities or the Aquatic Centre – you’ll be talking with one of our Customer Liaison Officers.

They’re one team that works across many Council sites, and they’re there to help you.

They aim to answer your questions and requests, right then and there, in under 10 minutes. Our Customer Liaison Officers aim to get 90% of all customer enquiries resolved with that first call, email, or in-person talk at one of our service desks.

They’ve got a wealth of knowledge at their fingertips, thanks to their own experience and our teams at Council. You can contact them either on 03 433 0300, emailing service@waitaki.govt.nz or visiting the Library and Service Centres in Oamaru or Waihemo – or the Aquatic Centre for swimming and pool related queries.

Examples of Customer Liaison Officer activities across our facilities:

• Being a friendly first point of contact for our customers
• Respond to general enquiries about Council services and service locations 
• Help customers register their dog 
• Assist ratepayers with paying their rates 
• Assist customers with paying a fine 
• Respond to consent queries 
• Update personal account information with Council
• Handle LIM (Land Information Memorandum) queries 
• Manage local body election deposits and refunds 
• Assist with service disruption enquiries (e.g. water, roading, rubbish) 
• Manage the borrowing and returning of books
• Supporting customers to access Library resources
• Sign customers up and process payments for swimming classes 
• Sell pool memberships and tickets 
• Assist with swimming lane and pool hire bookings 

If your request can’t be fulfilled in that first conversation, then you’re going to be set up with a Customer Request Management number – and will be the responsibility of one of our new Case Officers.

If your request can’t be resolved in about 10 minutes, you’ll be given a Customer Request Management (CRM) number and your request will be passed to one of our new roles, the Case Officer.

The Case Officer is a way of ensuring your request is handled with a more personal touch.

Once your request has been assigned to a Case Officer, they’re on the case. They’ll be a key point of contact until everything has been completed. You can still get updates on your enquiry by calling our Customer Liaison Officers, but your case will be managed by the team.

That means no more calling, or emailing, and being passed around between teams – your CRM will have its own Case Officer. If needed, they’ll get you in touch with subject matter expert on the team relevant to your case, to move things along.

So, if you’ve reported water leaks, road sealing or grading issues or illegal parking – the Case Officer will make sure the issue is resolved and get in touch with you to let you know what’s happening, if that’s what you want.

For requests like applications for licensing of food and alcohol, Local Government Official Information and Meetings Act (LGOIMA), Land Information Management (LIM) or other Council services and functions – the Case Officer will manage this, including talking to our experts in Council teams until the case is complete.

Complete can mean a few things. Maybe it means the issue’s been resolved, or you’ve been given an indication of when it will be. It could mean you’ve been issued a permit, license, or code of compliance.

We’ve outlined a few of the main things our Case Officers work on, but it’s a flexible role designed to meet your needs and ensure you’re in-the-loop about what’s happening with your request. They’ll also be working closely with our Locality Officers.

We have four locality officers for the Waitaki District, and each of them lives in the area they serve. We have one locality officer for the Waihemo Ward, two for Oamaru and Corriedale, and one for the Ahuriri Ward.

They know their area, and you probably know them already – all of our Locality Officers have worked at Council for a while.

By making sure each area has someone with that local knowledge, we’re focused on providing the individual attention Waihemo, Corriedale, Oamaru and Ahuriri needs.

We’re a big district, one size doesn’t fit all when it comes to our communities.

They’re our people on the ground, in your community, who can help you with your enquiries out there – while working with our Case Officers to help resolve cases.

They’ll be out there supporting the community and Council;

• When it needs someone to resolve the request or issue, without getting contractors involved – getting it done quickly!
• Gathering information, confirming details e.g. If unclear if a case is on Council, private or public land managed by another entity.    

• Where an inspection or photographic evidence is needed. This could be abandoned vehicles, illegal parking, private overgrown vegetation blocking vision in the road corridor etc.  

• If more information is needed before Council gets a contractor or specialist staff involved. 

• If it’s an odd one, and the exact issue cannot be determined or does not fit with a single team’s usual scope of work – but we’ve got to do something e.g. wandering rooster not moving on from the berm of a local road occasionally flying into traffic, a possible water leak reported that also could just be a drainage issue etc.

You'll see them out and about, and don't be afraid to say hi!

Changing the way we Waitaki is about moving beyond transformation, and it is already underway. It focuses on enhancing the services we provide to the community by localising council support and bringing assistance and resources closer to where people live and work. 

By focusing on our service delivery, and increasing our presence across more of our district, we aim to make council services more accessible and responsive to local needs. 

Additionally, we’re going to be introducing efficient digital solutions to streamline processes and provide 24/7 access to certain services, making it easier and faster for the community to engage with the council. 

This blend of localised support and digital tools will ensure we’re offering modern, convenient, and effective services for everyone in the Waitaki community.

While we’re transitioning some processes to digital platforms to enhance accessibility and efficiency, our commitment to community-centred, in-person services remains strong. 

Essential services, particularly those requiring face-to-face interactions, will continue to be available to ensure the community receives the support it needs in a familiar and personal setting. 

Our goal is to offer a balanced approach that respects diverse preferences, whether someone prefers the convenience of online options or speaking directly with a council representative. 

This dual approach allows us to meet the community’s needs more inclusively, ensuring that no one is left behind, regardless of how they prefer to engage with council services.

You’ll benefit from the support of a customer service team that’s more community-focused and accessible than ever before. We’re prioritising a local approach, meaning that council staff will be more present and engaged in your area, providing more direct, face-to-face support when you need it. This shift ensures that assistance is not only closer to home but also more responsive to the unique needs of each community within our district. 

Additionally, you’ll have greater opportunities to connect and build relationships with council representatives who are knowledgeable about local issues and dedicated to helping you. 

Whether it’s for guidance on specific services, assistance with council processes, or support for community initiatives, our team is here to work alongside you, making it easier to access the help and resources you need.

We value Waitaki’s libraries, and know they are far more than just providers of books for the community. We want to build on the great work done by the libraries team and ensure the other services council provides is included where possible. We are not drastically changing the library services offered. Instead, we are focusing on how we deliver those services. 

Starting March 3, 2025, many Council services like paying your rates or registering your dog will move to the Ōamaru Library, making them more accessible and convenient. 

With longer weekday hours and Saturday morning availability from 10 a.m. to 12:30 p.m., you’ll have more opportunities to access these services at a time that suits you.

The council building will still be used for accessing property files, attending council meetings, and appointments with council staff. 

Library Opening Hours (from 3rd March 2025) 8.30am - 5.30pm Weekdays and 10am-12.30pm on Saturdays.

The main Waitaki District Council building located at 20 Thames Street remains as Council HQ, most staff will still work from the building and public and council meetings will continue to be held there. 

If you do need to go into HQ, you will be greeted by a concierge who can direct you to your booked appointment, public meeting, or direct your enquiry just down the street to the Ōamaru Library. 

Most everyday services, like paying rates, will now be conveniently available at the Ōamaru Library. A central desk staffed by friendly Council team members will be ready to assist you. 

Meanwhile, the Council building will remain open for accessing property files, attending public meetings, and attending booked appointments with Council staff.

You can make an appointment to see a council staff member if you need to, either call council or make an appointment when you’re in the library.