Source: NZ Department of Conservation
Date: 08 July 2025
Think you’ve got a wild question? You’re not alone.
DOC’s Customer Service Centre has revealed the top wildlife-related queries flooding its inbox and phone lines this year. The answers might surprise you – and show just how much people care about our native species and wild places.
So far in 2025, DOC’s Customer Service Centre has received more than 15,000 phone calls and 10,000 emails from members of the public. From curious kids asking about penguins to reports of stranded whales or pest sightings, the DOC Customer Service team handles a huge variety of enquiries every day – and they’ve already sent more than 14,000 replies to help people take action for nature.
“It’s clear New Zealanders are passionate about our environment and want to do the right thing,” says Olivia Tooley, Customer Service Centre Lead.
“Our job is to make that easier. Every call or email is a chance to connect someone with the right advice, the right support – and often, the right action.”
Olivia says these are the top five wildlife-related questions people are asking DOC in 2025 so far – and how the team answers them in the Customer Service Centre:
1. What should I do if I see a sick or injured bird?
“This is our most common question – and the answer can vary. DOC can advise on native birds, but we’re not always able to help directly. The best thing you can do is not handle the bird. Instead, note the location, what the bird looks like, and take a photo if you can. We’ll let you know what to do next and can connect you with a local ranger, vet, or bird rescue if needed.”
2. What should I do if I see a seal on the beach?
“We get this one a lot! Most of the time, seals are just resting – it’s totally normal. Please keep at least 20 metres away from the seal, keep dogs well clear, and don’t touch or feed the seal. If it looks injured or in danger, let us know. We’ll follow up with our local team.”
3. I’ve seen a lizard/bird/whale – who should I tell?
“Thanks for letting us know! Sightings like this help us understand where species are living and how they’re doing. Who to contact depends on what you saw – but we can help figure that out. You can call, email, or report it through the DOC website. The more details you can provide – like photos and an exact location – the better. You can also upload the sighting to iNaturalist.nz if you’re unsure where to start”
4. I have a pest – can you send a ranger?
“We understand how frustrating pests can be, but DOC doesn’t provide a pest removal service. DOC focuses on pests on conservation land, but we’re happy to give advice, or direct you to your local council, a contractor, or a community group that may be able to help.”
5. Where can I take my dog?
“It depends on the area. Some conservation areas allow dogs, but others don’t to protect wildlife. Look for signs at the site, check the DOC website, or just give us a call. We’re happy to help you find a dog-friendly spot!”
The centre also helps with everything from drone rules and camping bookings to fires, marine mammal protection and forest access – especially during busy holiday periods or major weather events.
DOC’s Customer Service Centre is a vital part of DOC’s wider team and makes it easier for people to understand, appreciate, and actively care for the natural world. By sharing advice, logging reports, and connecting callers to local teams, they’re often the first step in someone taking positive action for conservation.
“We might not be out in the field with boots and binoculars, but we’re playing our part,” Olivia says. “Helping someone understand what to do when they see a kekeno (fur seal), or how to protect native species in their own backyard, all helps build trust and connection with DOC’s work.”
As conservation challenges grow, public support and understanding are more important than ever. Olivia encourages anyone with a question or concern about nature, native species, or recreation to reach out – no question is too small when it comes to protecting our wild places.
Contact
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Email: media@doc.govt.nz
