Council services at Alert Level 2



13 May 2020 

When New Zealand begins the move into Alert Level 2 tomorrow, Council will be able to reopen some buildings and offices but encourages the public to play it safe and use online services as much as possible.

Rates, dog registrations and rates rebates are all coming up so we know it will be a busy time. Our customer facing teams, such as those in Council’s Customer Centre, the library and iSites, are all preparing to reopen safely, following Alert Level 2 guidelines. Please be patient and kind as everyone settles into this new way of working, and if you can do it online, please do.

Council’s Customer Centre will reopen on Monday 18 May and Council’s Manager Customer Solutions, Valeta Duncan, explains what processes will be in place to keep both staff and customers safe.

“During Alert Levels 3 and 4, it’s been great to see a number of customers utilising our online services. While our Customer Centre will reopen from Monday, we do ask that where possible, customers continue to contact us by phone or email and continue to use our online services as much as possible.

“To reduce the risk of transmission of COVID-19, we want to keep our customer contact to a minimum to help keep the community safe. If you do need to come into the Customer Centre, we will be working in different and safer ways, and this may mean your visit takes longer than usual,” she says.

“There will be adequate space to ensure physical distancing is possible and measures will be in place for contact tracing. This may result in queues (which could extend outside) and longer wait times, so we appreciate your patience and kindness during this time. If you are coming in, please make sure you are prepared and have any documentation ready to go, and whe

re possible, go cashless and use eftpos, debit, or credit cards instead. You can also drop your cheques in the document drop box in the window of the Haupapa St side of the building. There will be a sign to clearly identify the location.

“We know rates and dog registration payments are coming up and fortunately there are a number of ways to pay without coming in to see us. You can pay online, or over the phone. You can even set up an automatic payment or direct debit. If you have questions, just give our team a call and one of our friendly advisors will be happy to help.”

You can contact Council’s Customer Centre on 07 348 4199 or email


Further key information about Council services during Alert Level 2:

  • Public facilities will begin to open from Thursday 14 May. This includes Rotorua Library, Rotorua International Stadium, Rotorua Aquatic Centre, Rotorua iSite and Rotorua Nursery.
  • Rotorua Energy Events Centre will remain closed to the public. 
  • All playgrounds and sports facilities will begin to open from Thursday 14 May. 
  • Rotorua Landfill is open with safe operating measures in place.
  • Rubbish and recycling collection remains the same as during Alert Level 3.
  • Building and other site inspections have resumed with safe operating measures in place.
  • Parks and reserves carparks will begin to open from Thursday 14 May.
  • Inner city parking services resume. When parking in the CBD please ensure you pay for your parking and adhere to time restrictions to avoid receiving an infringement. If you have an existing infringement to pay, you can do this or check the status of your ticket HERE.

A full set of FAQs regarding Council services during Alert Level 2 is available HERE. These will be added to as new information becomes available, or as required.

Information about the support available to you throughout the COVID-19 response is available HERE.

As we move into Level 2, please stay alert to the risk of COVID-19 and continue to practice social distancing. As outlined by the government, the golden rule at Alert Level 2 is to play it safe and do everything you can to reduce the risk of COVID-19 transmission. We all have a part to play in keeping each other safe.

Further information and support is available from the following resources:

Page reviewed: 13 May 2020 2:00pm