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Customer Privacy Policy Customer Privacy Policy

Customer Privacy Policy

Auckland Transport is committed to protecting our customers' personal information. We have created this Customer Privacy Policy to help you understand how we collect, use and protect your personal information when you visit our websites, use the AT Mobile or AT Park apps (or other apps as they are developed), when you contact us, use our products and services, or otherwise engage or interact with Auckland Transport.

This policy is provided for your information and doesn't limit or exclude your rights under the Privacy Act 2020.

1. What personal information does Auckland Transport collect?

We collect information about you that you have provided to us (through registration, completing forms, contacting us, or using our products and services) or that we may have obtained from another source (such as our suppliers, transport operators, regulatory agencies, or from marketing organisations).

This information may include your name, date of birth, address, email address, telephone numbers, information on how you use our products and services (such as your transaction history, how much you spend, and browsing activity when visiting one of our websites), lifestyle information and any other information collected in relation to your use of our products and services.

When you visit one of our websites, Auckland Transport's internet service provider or other third-party digital service provider may make a record of your visit and log the following information for statistical purposes:

  • your server address
  • your top level domain name (for example .com, .gov, .au, .uk etc)
  • the date and time of your visit to the site
  • information about the resources your browser loads, such as stylesheets and images
  • behavioural information on how you move your mouse and interact with the page
  • information about the plugins installed on your browser
  • Google account information (if logged in)
  • the date, time and language preferences set on your device
  • cookies stored on your device
  • the pages you accessed and the documents you downloaded
  • the previous site you have visited
  • the type of browser you are using.

This information about your use is anonymised and only analysed on a bulk basis for broad demographic content. Individual use is not analysed.

If you use one of our websites to complete an online application form, or create an account or register a card, we will only collect the information you provide as part of that process if you complete and submit the application or registration to us. If you log out of our websites or cancel your application or registration before submitting it, the information you had entered will be automatically deleted.

While using our website, our Apps (including AT Mobile or AT Park) you may grant permission for us to access your device’s location services. If you grant permission, we may collect information on your location. If you are using the AT Mobile App’s GO mode in Journey Planner, we may collect information on your location, even if the AT Mobile app is only operating in the background.

Contactless credit and debit cards

A Contactless payment method includes:

  • a debit card or credit card issued by your bank or financial institution including physical Visa, Mastercard, American Express and UnionPay credit or debit cards on which contactless payment is enabled. (Please note, Buy Now, Pay Later company, pre-paid gift cards and reloadable debit cards are not accepted by the AT Ticketing System); and
  • digital wallets linked to your credit or debit card via a Smart Device (including smart phones, watches and other wearable devices) supported by Apple Pay, Google Pay and Samsung Pay. (Please note, Samsung Pay is enabled outside of New Zealand and is available only if you have a Samsung Pay account in a different country).

If you use a contactless credit or debit card, or a linked device such as a smart phone or watch, to pay for your journey the following information will be retained:

  • travel history; and
  • financial transactions associated with your travel.

2. How does Auckland Transport use your information?

The information that we collect from and about you may be used by us for a number of purposes connected with our business such as:

2.1 processing your application for registration for use of Auckland Transport services or to access information on our websites made available only to registered users;

2.2 providing you with products and/or services you have requested or administering your account;

2.3 settling accounts with those who provide related services to us;

2.4 dealing with your requests, enquiries or complaints and other customer care related activities;

2.5 carrying out market and product analysis and marketing our products and services generally;

2.6 registering your details and allocating or offering you rewards, discounts or other benefits and fulfilling any requests or requirements you may have in respect of our loyalty or reward programmes and other similar schemes;

2.7 carrying out any activity in connection with a legal, governmental or regulatory requirement on us or in connection with legal proceedings, crime or fraud prevention, detection or prosecution;

2.8 carrying out activities connected with the running of our business such as personnel training, quality control, network monitoring, testing and maintenance of computer and other systems and in connection with the transfer of any part of our business in respect of which you are a customer or a potential customer;

2.9 for general administrative and business purposes;

2.10 so we can inform you about news, promotions or events.

2.11 so we can show you your location on a map, show Journey Planner and Live Departures information which is relevant to your location, send you alerts while you are on a journey such as when to get on or off and to show you nearby parking areas.

3. Will Auckland Transport share your information?

There may be times when we disclose your personal information to third parties. If we do this, we will only disclose your information to:

3.1 those who provide products or services to us, or products or services that support the services that we provide, such as our Business Partners, other suppliers and transport operators;

3.2 anyone who assists us in protecting the operation of Auckland Transport, and our networks and central solution systems, including the use of monitoring and detection in order to identify potential threats, such as hacking and virus dissemination and other security vulnerabilities;

3.3 anyone who hosts or maintains data centres, service platforms and other infrastructure and systems on behalf of us and our group companies, where your information is processed;

3.4 persons to whom we may be required to pass your information by reason of legal, governmental or regulatory authority including law enforcement agencies and emergency services;

3.5 any person or organisation as authorised by the Privacy Act 2020.

4. What about cookies?

"Cookies" are pieces of information that a website transfers to an individual's device’s hard drive for record-keeping purposes. The cookie assigns that device an ID that allows Auckland Transport to recognise it when it is used to access an Auckland Transport website.

For more information on the types of cookies we collect and how we use them, please refer to our Cookies Policy.

5. Will your personal information be protected?

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete, up-to-date and stored in a secure environment protected from unauthorised access, use, modification or disclosure.

6. How is your information retained and stored?

We may retain all personal information that we collect (on both our active systems and our archive systems), for as long as is necessary for us to carry out the purposes for which the information was collected (including for the purpose of providing services to you). For registration and account information, this means that the information is likely to be retained for the period of time that we consider your account (registered card or online account) to be active.

The Public Records Act 2005 requires us to retain “protected records” indefinitely. In some circumstances, your personal information may be included within a protected record.

The location at which we store your personal information will depend on the nature and purpose of the information and the manner in which you supply it to us. We may use, process, and store your personal information at our premises and/or storage facilities (whether in New Zealand or overseas).

7. Personal information and your rights.

You have the right to know what information we hold about you, to request a copy and to request that we correct your information if inaccurate. Your rights of access to and correction of any personal information we hold about you are subject to the procedures set out in the Privacy Act.

If you would like to contact us about how we collect and manage personal information, ask whether we hold information about you, ask for access to copies of information we hold about you, or ask for correction to information we hold about you, you can contact us by:

When contacting us, please quote your name and address. We would be grateful if you could also provide brief details of what your query relates to (for example, what information you want a copy of, or personal information that you would like to be corrected).

8. Changes to our Customer Privacy Policy

We may change this Customer Privacy Policy from time to time.

9. Acceptance

The Customer Privacy Policy forms a part of our Website, Mobile App & Digital terms of use and should be read in conjunction with them. By viewing and using our websites or related services offered in conjunction with our websites, you agree to Auckland Transport collecting and using your personal informal information as set out in this Customer Privacy Policy. If you do not agree to anything in this Customer Privacy Policy or if you do not wish to receive marketing material from Auckland Transport, you can either contact us or you can stop accessing or using our websites.

If you decide not to provide the personal information requested when you use, register or open an account on our website, this may result in services or products (including related services offered in conjunction with our websites) not being offered or provided to you.

Approval date: 25 October 2024

AT reserves the right to review, amend or add to this policy at any time.