Bomb threat, assaults, weapons: What frontline city staff face

More than 150 incidents of abuse, intimidation, threats and violence have been directed at Rotorua Lakes Council staff over the past five years, according to newly released records. The incidents included alleged assaults, weapon-related threats and a bomb scare. Staff wellbeing was a hot topic at last week's Audit and Risk Committee meeting, where mayor Tania Tapsell said frontline staff were operating in a much different environment than in previous years. "We understand truly just how different the landscape is now," she said. She gave the 2021 storming of the United States Capitol as an example of growing hostility towards public institutions. "All of a sudden, people saw on social media that if you disagree with your political institutions, you should actually take action not by words but by violence." Rotorua mayor Tania Tapsell. LDR / Laura Smith Tapsell has said she received online abuse last year, regarding the controversial Tarawera Sewerage Scheme. Council records over five years obtained by Local Democracy Reporting under the Local Government Official Information and Meetings Act show the mayor is not alone. Some 157 incidents of threatening or abusive behaviour toward council staff have been recorded since January 2021. These included 107 incidents involving verbal abuse or intimidation, 14 of alleged physical assaults or unwanted physical contact, four incidents involving trespassed people attempting to re-enter council facilities, and three incidents involving weapons. The records include an email bomb threat, later recorded as a hoax, which led to the evacuation of Rotorua's council buildings in June. Among the more serious incidents recorded were reports of staff being physically assaulted, threatened with a weapon, and a lockdown at Rotorua Library in August 2024, after a member of the public was reported to have a knife. The library was the location with the highest number of incidents: 57. Another 46 incidents occurred at private addresses where staff were carrying out field, regulatory or animal control work. The exact manner of another five incidents was left undisclosed, the council citing privacy concerns. The number of recorded incidents rose from 16 in 2022 to 34 in 2023, and remained above 30 each year thereafter. The log recorded 33 incidents in 2024, 35 in 2025 and 38 so far in 2026. Rotorua Lakes Council chief executive Andrew Moraes said staff came to work every day to serve the community and often found themselves dealing with challenging situations. Rotorua Lakes Council chief executive Andrew Moraes. Andrew Warner / LDR "They deserve to feel safe and respected," Moraes said. He said there was "never an excuse" for abusive, threatening, intimidating or violent behaviour towards staff. "While we understand that people can sometimes feel frustrated or disappointed, we encourage everyone to engage with our people respectfully, even when they disagree with a decision or outcome." While the figures show incident numbers increasing, Moraes said the council did not believe the trend necessarily reflected a growing problem. "Reported incidents have remained relatively consistent overall in recent years," he said, suggesting the high numbers to date in 2026 were because of increased animal control activity and improved reporting practices. He said incidents at Rotorua Library had declined following efforts to improve safety in the city centre. Rotorua Library. LDR / Andrew Warner via Rotorua Daily Post In November 2023, the council increased the size of the Safe City Guardian team as part of a wider community safety plan for the inner city, among other measures. Moraes said the council had strengthened its reporting processes this year to make it easier for staff to report abuse and ensure incidents were properly investigated and followed up. He said abusive and aggressive behaviour could have a significant effect on staff wellbeing, particularly for employees in customer-facing and enforcement roles who were more likely to encounter difficult situations. "Council takes these incidents seriously and is committed to supporting staff through training, clear reporting processes, appropriate follow-up and practical wellbeing support." Staff had access to confidential counselling and wellbeing services, while teams working in higher-risk roles could access additional support, he said. Moraes said the council wanted staff and the public to treat each other with respect. "By treating each other with courtesy and understanding, we can continue working together to support a safe and positive community."