Managing Risk and Reputation

How we helped Tararua District Council communicate a rates rebate direct debit recalculation issue

From September 2024 to February 2025, we worked with the executive and elected officials from Tararua District Council and project manager Rebecca Bell to communicate a rates rebate direct debit recalculation issue that impacted 312 households across the region.

Shared Science led the project communications, working alongside the Council’s communications team. The first stage of the project was to plan for, and manage, the initial public announcement, making sure the repayment and policy consultation options available to households were clearly communicated.

In the second stage of the project, we communicated the policy adoption and released data about how impacted households had responded. We also briefed key stakeholders on the processes Council undertook to prevent future issues. 

With communication plans and key messages already drafted by Council, we refined the plans and messaging and provided strategic advice on how to manage risk and reputation.

Collaborating with the Council’s in-house designers, we turned complex information into simple communications outputs, including infographics, posters and media releases. We instructed the executive and elected officials on how to deliver clear, aligned messaging to media, central government, iwi, support agencies, impacted households and all ratepayers.

“They undertook a thorough process that prepared me well for going public. I felt confidently supported to share difficult news in an empathetic way.”

Mayor Tracey Collis

We also supported the Mayor and Chief Executive to go public with the issue, managing enquiries from local and national media.

Drawing on Shared Science’s combined experience in crisis communications, local government and media relations, we were able to support Tararua District Council to be transparent, take full responsibility, show care and empathy for their ratepayers and effectively manage their way through a challenging situation.

“Shared Science stepped in at short notice and expertly steered communications of a sensitive and complex issue. I highly recommend their services,” says project manager Rebecca Bell.

“They undertook a thorough process that prepared me well for going public,” says Mayor Tracey Collis. “I felt confidently supported to share difficult news in an empathetic and transparent way.”

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