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Auckland Transport

AT Local terms of use AT Local terms of use

These terms of use (“Terms”) detail your rights and obligations for use of the AT Local App and service and you agree to be bound by them immediately upon your successful registration for use of AT Local.

By downloading and/or using the AT Local App, you agree that you (and anyone else using the AT Local App on your device) will comply with these Terms, AT’s Website and Mobile App Terms and Conditions, AT’s Privacy Policy and any other terms and conditions that apply to products and services provided by AT , such as AT’s Online Service Payment Terms. To the extent of any inconsistency between these Terms and the other terms and conditions, these Terms shall prevail in relation to AT Local.

1. Definitions

“Account ID Information” means the username and password that you provide on registration for the use of AT Local.

“Account Application Form” means the aggregate of the data collection screens that you complete upon registration for the use of AT Local.

“AT” means Auckland Transport.

“AT Local” means the rideshare service provided by AT via the AT Local App.

“AT Local Account” means the your New Account or your existing MyAT account details you have registered with AT via the AT Local App, AT website or AT Local Customer Contact Centre for use of AT Local and all the associated transactions or other activity that is recorded using your Account ID Information.

“AT Local App” means the smartphone and tablet application provided by AT for the facilitation of the AT Local service. The AT Local App is available from Google Play and the Apple App Store.

“AT Local Customer Contact Centre” means the call centre service that has been established by AT to support AT Local and facilitate customer service in relation for the AT Local service.

“AT Local website” means the website that has been established to provide more information to the customers about AT Local at

“Documentation” means any printed and electronic document or documentation (if any) provided to you in connection with AT Local by AT, including but not limited to these Terms, instructional and operational manuals covering the use of AT Local, any other quotations for the provision additional or optional components of AT Local or including licensing, support services or other services used in conjunction with AT Local.

“Estimated time of Arrival (ETA)” means the estimated time it will take for the vehicle to be at the pick-up location. . Customers can use the AT Local App to track the vehicle in real time.

“Intellectual Property Rights” means a proprietary or personal right arising from intellectual activity in the business, industrial, scientific or artistic fields. It includes a copyright, trademark, design, patent, semi-conductor or circuit layout rights, trade, trade and service mark rights, business or Company Names, trade secrets, confidential or other proprietary rights, or any rights to registration of such rights whether created before or after the date of these Terms and whether existing in New Zealand or otherwise.

“IVR” means Interactive Voice Response.

“Licence” means the license to use AT Local within these Terms.

“Method of Payment” means the valid and current credit card details or debit card details that you associate with your AT Local Account for the purposes of paying for AT Local.

“Payment Terms” means those terms as detailed by clause 6) of these Terms.

“Restrictions of Use” means those terms as detailed by clause 3)b) of these Terms.

“Ride” means a trip using the AT Local.

“Ride Fare” means a fee associated with a Ride. Fees are published and updated on the AT website from time to time.

“Ride Proposal” means a proposed trip including details such as pick up location, drop off location, schedule time and date for schedule Ride, ETA for on demand Ride, number of seats, Ride Fare and Method of Payment that is presented to you for your reservation confirmation.

“Security Terms” means those terms as detailed by clause 5) of these Terms.

“SMS” means the Secure Message Service used by telecommunication operators that permits text or other messages to be communicated to any mobile phone service.

2. Introduction

  1. AT Local is an on-demand rideshare service. Customers use the AT Local App to request, manage and pay for the Ride. AT Local is an on-demand rideshare service intended to help commuters travel between any two points within a specified service zone by specifying a pick up location and a drop-off location.
    AT Local is currently being offered as trial in Devonport only, and as such, is limited in its capacity, geographic region, and hours of operation. The geographic region and hours of operation were selected based on the evaluation of cost and benefit during the market research phase and our anticipation of demand for the service. The service may be terminated or be expanded to a broader geographic area and/or additional hours of operation in the future, based on the results of the trial. Should you have any recommendations for additional times and/or areas of service, please contact us at
  2. AT owns the AT Local brand, AT Local logo and has a license to operate the AT Local technology.

3. Licence

  1. License Rights. AT grants to you and you accept, a non-transferable and non-exclusive right to use, without the right to sub-licence, AT Local and the AT Local App subject to the following terms:
    • You are only licensed to use AT Local and the AT Local App, and acknowledge that there has been no title in the product passed on to you by AT;
    • You have registered to use AT Local and maintain a current AT Local Account with AT;
    • You acknowledge that AT has full right to alter the AT Local and AT Local App features or functionality from time to time as it deems appropriate and will publish appropriate release information on the Google Play and App store in relation to such modifications; and
    • You acknowledge and agree your right to use AT Local and the AT Local App may be revoked by termination of this agreement as specified by clause 14.
  2. Restrictions of Use. You will not and will not allow any third party to use AT Local for any purpose other than to facilitate a Ride;
  3. Title. Title to and ownership of AT Local, the AT Local App, the Documentation, the AT Local brand and logo, all modifications (and all copies and portions) thereof, and all applicable rights to patents, copyrights, trademarks, trade secrets and other intellectual property embodied in AT Local, the AT Local App and the Documentation, and modifications and derivative works thereof, is permanently and irrevocably vested in AT and its suppliers and shall remain with AT and its suppliers.
  4. Other than to the extent of the Licence granted hereunder, no licence, right or interest in any AT Local or any other of AT’s trademarks, service marks or trade names is granted to you under these Terms.

4. Registration

  1. You are required to register a new account (“New Account”) or use your existing MyAT account for use of AT Local via the AT Local App.
  2. If registering a New Account for the use of AT Local:
    • You are required to provide the information requested by the Account Application Form including:
      1. your contact details (including your full name, your email and phone number);
      2. a username and password to be associated with your New Account (the “Account ID Information”);
      3. the details of your method of payment;
      4. any further account information which may be required to protect the security of your New Account.
    • You are able to maintain your New Account via the AT Local App only. If you wish to delete your AT Local account, you will need to contact the AT Customer Contact Centre.
  3. If using your MyAT account for the use of AT Local:
    • You are required to provide the information requested by the Account Application Form including:
      1. your MyAT credential (your email and password);
      2. your contact details (phone number);
      3. the details of your method of payment;
    • You are able to maintain your name, email and password details via the MyAT website. However, you must maintain your contact phone number and payment details via the AT Local App.

5. Security terms

  1. You are not permitted to disclose your Account ID Information to any third party and in doing so (to the fullest extent permitted by law), you relieve AT of any liability it may or may not have to you in respect of any breach of misuse of your confidential information through the use of your Account ID Information by any third party (including any liability for any activity on your AT Local Account).
  2. You acknowledge that the applicable ride fees will be automatically deducted from your nominated credit card by any party who initiates and completes a ride via the AT Local App with your AT Local Account.
  3. You accept full responsibility for maintaining the accuracy of your information that is associated with your AT Local Account at any particular time - modifying, deleting, or adding such information as you determine to prevent any account inactivity.
  4. You agree to notify AT immediately of any unauthorised use of your Account ID Information immediately upon becoming aware of such use.

6. Payment terms

  1. Method of Payment
    • You will provide a valid credit card or debit card to be associated with your AT Local Account at all times as the “Method of Payment” for your AT Local Account at any time.
    • You warrant that the Method of Payment information that you provide will at all times be correct, valid, and current information that you are authorised to provide.
    • You agree to update your Method of Payment details via the AT Local App, AT Local website, or AT Local Customer Contact Centre should your credit card or debit card be cancelled, suspended, expire or its details otherwise change.
    • Failure to maintain your Method of Payment details accurately via the AT Local App may result in AT suspending your account.
    • As the AT Local is currently offered as a trial, credit cards and debit cards are the only accepted Method of Payment. AT Local does not accept cash payment or payment through the deduction of AT HOP balance.
  2. While AT does not store or transmit payment card data, it does process card payments, which are subsequently handled by an external service provider who are certified as being PCI DDS compliant. AT itself has achieved compliance at a merchant level 2.
  3. Automatic deduction
    • For any ride booking that is initiated with your AT Local Account, you authorise AT to automatically deduct the ride fare using the Method of Payment that you have associated with your AT Local Account once your ride is complete.
    • In the event that an automated payment that AT is authorised to make with your nominated Method of Payment, is declined by your payment card provider:
      1. you will be notified and your AT Local Account will be suspended immediately. In such event, your AT Local Account will not be able to be used for the payment of ride trip until your credit card or debit card balance is sufficient to pay the outstanding amount.
      2. you authorise AT to attempt to recover the outstanding amount. If you do not pay the amount owing on your AT Local Account, after ninety days has passed since the date of the failed transaction, AT will permanently disable your AT Local Account and send the outstanding amount to a third party debt collection agency and you will be liable for lodgement fees and collection commission. This may also affect your credit rating.

7. Your AT Local account

  1. AT may, in its absolute discretion, suspend your AT Local Account if you breach any of these Terms. In the event that we suspend your AT Local Account:
    • the suspension will remain in force for such period as AT may direct; and
    • AT may require the payment of a reasonable administration fee and impose such other terms as AT deems necessary or desirable as a condition of reactivation of a suspended AT Local Account.
  2. Dormant AT Local Accounts:
    • When your AT Local Account has been inactive for a continuous period of no less than 24 months AT may, at its discretion, deem the AT Local Account to be inactive.
    • At that point, AT will make an attempt to contact you via email or other means as it may deem appropriate.
    • If AT is unable to contact you, after a further period of no less than 3 months, your AT Local Account may be closed and disabled. In such event, your AT Local Account will not be able to be used for the payment of Ride fees.
  3. You accept full responsibility for ensuring that your AT Local Account is current.
  4. You may disable your AT Local Account at any time by contacting the AT Local Customer Contact Centre.
  5. You agree to update your AT Local Account to reflect any changes in your details, name, contact number or payment details immediately upon the occurrence of such a change.
  6. You shall be exclusively responsible for the management, and control of your AT Local Account, including but not limited to:
    • maintaining the confidentiality of your Account ID Information;
    • maintaining the validity of your Method of Payment; and
    • ensuring that you follow the instructions for the correct and proper use of the AT Local App, AT website or other use the AT Local service that are published or otherwise notified by AT from time to time.
  7. You must not modify or use AT Local in a manner which is illegal or interferes with the reasonable enjoyment or use of AT Local and related services by any other party.

8. Transaction details

All transaction details and other details recorded as a result of you using your AT Local Account will be recorded and retained by AT and/or its suppliers.

9. GST

The Ride Fees, charges and other amounts payable to AT under these Terms are stated and payable in New Zealand dollars inclusive of GST, if any. A payment receipt will be provided to you through your AT Local App. If you need to make an expense claim or GST claim, please use a printout from your AT Local Account as a basis for your claim.

10. Request a ride

  1. AT Local allows you to request a Ride on demand or schedule a Ride in the future. Once you request or schedule a Ride, a Ride Proposal will be presented to you. You need to accept the Ride Proposal in order to confirm your reservation (“Ride reservation”).
  2. You are solely responsible for ensuring the number of passengers (“your passengers”), pick up time, pick up and drop off locations in your Ride request are correct and accurate. If you do not indicate the correct number of passengers at time of booking, we reserve the right to refuse to carry to any additional passengers. If you arrive at the pick up location with fewer passengers than confirmed in your Ride reservation, you will be charged the full amount for original reserved number of passengers.
  3. You are responsible for the conduct of your passengers.
  4. You must make sure you and your passengers are at the pick-up location at least 2 minutes prior to departure. If we require you to walk to the pick-up location, it will be clearly indicated in the AT Local App. If there is more than one passenger travelling, please make sure that your group has a responsible person to organise your group.
  5. We may substitute an alternative vehicle if deemed necessary at our discretion.
  6. We will endeavour to meet the requested pick up times. If circumstances beyond our control arise, we cannot be held liable should any delays result.
  7. We don’t allow any itinerary changes.

11. Fare and fees

  1. Once you complete your Ride, AT will deduct the Ride Fare automatically from your Method of Payment associated with the AT Local Account.
  2. Cancellation policy
    • You will not be charged any cancellation fee for the first Ride reservation cancellation.
    • From the second cancellation onward, if you cancel a Ride reservation 90 seconds after accepting the Ride Proposal, AT will charge you a cancellation fee of $2.
    • AT will waive the cancellation fee if the vehicle arrives more than 5 minutes later than the ETA in the Ride Proposal.
    • If you repeatedly cancel the Rides, AT reserves the right to suspend your AT Local Account on 48 hours’ notice.
  3. No-show policy
    • A “no-show” is if you and your passengers are not present at the pick-up location and time designated in your Ride reservation. You will not be charged a cancellation fee for the first no-show.
    • From the second no-show onward, AT will charge you a cancellation fee of $2.
    • If you are not at the pick-up location due to vehicle arrival delay, AT will waive the cancellation fee if the vehicle arrives more than 5 minutes later than the ETA in the Ride Proposal.
    • If you repeatedly no-show, AT reserves the right to suspend your AT Local Account on 48 hours’ notice.
  4. AT Local may offer promotion codes with various features and rates. The promotion codes can only be used with AT Local and subjected to their stated conditions and expiration date. It is your responsibility to fully understand the rates and conditions for the promotion codes you use.
  5. AT Local does not offer any discount in Ride Fare for mobility-impaired customers or SuperGold Card customers, or any other customers who may be eligible for discounted (concessionary fare) travel on public transport.
  6. Additional Cleaning/Damage:
    Any damage incurred beyond normal wear and tear will be charged to the hirer. Any additional cleaning required to the vehicle beyond normal use will incur a minimum $100.00 cleaning fee. If a biological incident occurs on board, the driver has a specific kit for cleaning and disposing of this waste. An additional $100.00 fee will apply for the cleaning of this type of spill.

12. Refunds

AT, acting reasonably, reserves the right to refuse a refund for any Ride Fare and fees described in these Terms deducted from your Method of Payment.

13. Eligibility and conditions of carriage

  1. Minor
    If any of your passengers are under 5 years old, a parent, or guardian who is over the age of 18, must accompany them.
  2. Refusal to carry
    The driver of the Ride vehicle shall have the right to refuse to carry any person, or to seek to remove them from the vehicle if:
    • The person is intoxicated, drugged, dirty, or behaving in a manner which is dangerous or offensive to other passengers or the driver, or who refuses to obey a reasonable request made by a driver under these circumstances.
    • The person is accompanied by an animal (other than a Guide, or other assistance dog)
    • The person possesses and/or consumes alcohol/drugs on board any Ride vehicles.
    • The person is carrying a weapon or any noxious or illegal substance such as fuel containers and/or gas cylinders, explosives, corrosive or similar items on board any Ride vehicles.
  3. Travel with small children.
    You are responsible to provide and install the child car seat securely before the start of the Ride and remove it at the end of the Ride.

14. Accessibility

As the AT Local is currently offered as a trial, one vehicle in the service trial fleet will be accessible to mobility-impaired customers. AT does not guarantee the availability of the accessible vehicle at your time of Ride request but it will depend on the demand and is provided on a first-come-first-served basis.

15. Termination

  1. This agreement between yourself and AT in respect of the use of AT Local may be terminated by AT immediately upon:
    • Any misuse by you of the AT Local App, or the AT Local service in any way;
    • Any misuse of your AT Local Account by yourself or any third party including any fraudulent activity; or
    • Any breach by you of any of these Terms;
    • If after 90 days of your AT Local Account being suspended under clause 7(a), a valid Method of Payment has not been provided by you; or
    • You become bankrupt or are otherwise unable to pay your debts in full as they fall due; or
    • If AT’s license to operate the AT Local technology is terminated or AT otherwise determines it will cease to provide AT Local.
  2. This agreement between yourself and AT in respect of the use of AT Local may be terminated by you having provided 7 days’ notice to AT via the AT Local Customer Contact Centre that you wish to close your AT Local Account.
  3. Clauses 3), 17) and 20) survive termination of this agreement.
  4. Termination or cancellation of this agreement for any reason, does not affect any other rights or remedies available to either you or AT which arose at or before the end of the termination of the agreement.

16. Notification services

AT may communicate with you by telephone call, email, text message or posting a notice on the AT Local App.

You agree to receive emails from us at the email address you provided to us for purposes related to provision of AT Local.

  1. In-App Notices.
    We may communicate with you electronically regarding security, privacy, and administrative issues relating to your use of the service. If we learn of a security system’s breach, we may attempt to notify you electronically by posting a notice on the AT Local App or sending an email to you.
  2. SMS Text Messages.
    • You agree that SMS notification may be sent to the phone number you provide when (i) when you register with the Service, (ii) when you make a Reservation, (iii) when your Ride vehicle is approaching the designated pick-up location, (iv) when your Ride vehicle is at the designated pick-up location, and (v) when you reset your password with the Service.
    • AT will not charge you for the SMS notification services but your telecommunications provider may charge you for transmission of, or receipt of, SMS services.
    • You acknowledge that SMS messages are not always guaranteed to be delivered and that AT cannot be held responsible for their successful delivery unless it is shown that the SMS failed to be delivered due to a fault with the AT Local App, or the AT Local website. (SMS messaging is a “store and forward” technology that depends on various cellular carriers and their networks. As such, individual messages are not guaranteed to arrive at their destinations and can also be delayed).
  3. Phone call
  4. You agree that the Ride driver may call you on the phone number you provide if he is unable to find you at the pick-up location.

17. Indemnities

  1. You indemnify AT against all actions, proceedings, claims, liabilities, penalties, costs (including legal costs on a solicitor and own client basis), awards, damages, losses and expenses arising directly or indirectly as a result of:
    • You altering, interfering with or tampering with the AT Local App, your AT Local Account or your Method of Payment (or allowing a third party to do so);
    • Your failure to comply with any of these Terms;
    • The breach of these Terms by anyone using your AT Local Account with valid Account ID Information or valid Vehicle ID Information; or
    • Your negligent or wilful acts or omissions.
  2. Your liability in respect of this clause 17) is reduced to the extent that it can be shown that AT has contributed to such loss, damage or liability.

18. AT Local customer service

  1. You may contact AT in respect of any aspect of AT Local:
    • By feedback in AT Local app
    • By email to
    • By phone – 09 528 7275 (7am to 10pm, 7 days)
    • Online – Contact us
    • By mail – Private Bag 92250, Auckland 1142
  2. You may clarify or notify any disputed payment deduction by either of the methods in clause 18)a) and AT will provide correct the error on your AT Local Account or otherwise provide a response to you at the address associated with your AT Local Account within 60 days.

19. Privacy

Where AT collects personal information from or about you in order to provide you with an AT Local Account or through your use of AT Local, the AT Privacy Policy available on our website will apply. For an explanation of our practices and policies relating to the collection, use, and storage of your personal information, please refer to the AT Privacy Policy, which forms part of these Terms.

20. Limited warranty, liability and disclaimer

  1. AT makes no representation to you about the availability of AT Local or the AT Local App. If AT Local is not available, you are advised to seek transport alternatives.
  2. There may be scheduled maintenance of AT Local App from time to time, which will be notified on the App in advance.
  3. Warranties and Representations. To the maximum extent permitted by law, we disclaim all warranties, representations, and guarantees (whether, express, implied, or statutory), with respect to AT Local. the AT Local App and the Method of Payment and your use of (or inability to use) such items, (including, without limitation, warranties of availability, accuracy, non-infringement, title, completeness, timeliness, currency, merchantability, or fitness for a particular purpose).
  4. In particular, AT does NOT warrant that:
    • The AT Local App is error free;
    • Use of AT Local App will be uninterrupted or will not result in loss of data;
    • The AT Local App will function correctly on your particular equipment (personal computer, smartphone or otherwise).
    • A Ride will start at the ETA or be completed within a particular journey time.
  5. Consumer Guarantees Act. Nothing in these Terms is intended to avoid the provisions of the Consumer Guarantees Act 1993 except to the extent permitted by that Act, or to exclude liability arising under any other statute, if and to the extent that such liability cannot be lawfully excluded, and these Terms will be modified to the extent necessary to give effect to that intention. If you acquire any goods or services from us for the purposes of a business you agree that the guarantees and remedies provided in the Consumer Guarantees Act 1993 will not apply.
  6. Indirect Losses. To the maximum extent permitted by law, AT (and our respective employees, contractors, and agents) will not be liable (in contract, tort, or otherwise) to any party for any direct, indirect, special or consequential loss, damage, cost, expense, delay, or inconvenience that is suffered by that party in connection with:
    • the issue, use of, inability to use, or reliance upon, AT Local, the AT Local App and an AT Local Account;
    • any fees payable using AT Local including, without limitation, any AT Local Ride Fares;
    • an AT Local Account being suspended or cancelled for any reason;
    • any period where any equipment, software, or system is unavailable for processing AT Local Account transactions; or
    • AT Local, Method of Payment, or AT Local App in any other way, even if we have been expressly advised of the possibility of such damages.
    • any Ride delays.
  7. Limitation of Liability. If, we are found liable to you under these Terms (or in contract, tort, or otherwise), to the maximum extent permitted by law, our liability to you will not exceed in aggregate the reimbursement of any fees and Ride Fares deducted in error.

21. Accompanied items and lost property

  1. Accompanied items
    • Large items, such as bicycles may not be carried.
    • Prams, pushchairs, baby carriages, and similar items may be carried on a vehicle at any time without charge, provided that there is room available and the safety or comfort of other passengers is not affected. These devices must either be capable of being manoeuvred or able to be carried by you and/or your support person. The driver may assist but is not obliged to lift / manoeuvre wheelchairs, prams or other heavy items. You are responsible to inform the driver through the AT Local App if you carry prams or many luggages so we can arrange for suitable vehicles
    • Battery powered mobility scooters may be carried by mobility-impaired customers on a vehicle if they are no longer than 1350mm, no wider than 650mm, do not have a fully laden weight of more than 200kg and are capable of turning easily from the door of the carriage into a designated parking area within the vehicle.
    • Personal motorised mobility devices, such as Segways, are not permitted on the accessible vehicle.
    • Guide (and other assistance) dogs may be carried free of charge at all times on the accessible vehicle. No pets or other animals (other than Guide or other assistance Dogs) may be carried on the vehicles.
    • Customers may take hand luggage and small articles on vehicles without charge. Any article which is offensive or which may in the opinion of the driver cause danger, discomfort or inconvenience to other passengers is not permitted. The driver will not accept property for carriage on a vehicle unless a customer accompanies it.
    • The driver will give reasonable assistance to customers who require it. However, they are not expected to lift any item heavier than 15kg, (i.e. the size of a small suitcase), or which is bulky or difficult to lift, or which presents a risk of injury to the driver.
    • You must inform the driver through the AT Local App if you carry large items, prams, pushchairs, baby carriages, shopping jeeps, battery powered mobility scooters, non-motorised golf buggies and similar items or many luggage so we can arrange for suitable vehicles.
  2. Lost or Damaged Personal Items
    All personal items (including luggage, sports gear, computers and bicycles) are stored and carried entirely at your own risk. You are solely responsible for their items and the contents thereof. Items left in our vehicles whose owner cannot be identified and contacted will be removed from the vehicle and will be stored at the operator’s depot. Items will be available for collection during office hours. Please contact our customer service to confirm office hours for collection and the operator’s depot location. If not claimed within three months items will become the property of AT. We will remove and securely destroy personal data from the item and will then either donate any items to charity or recycle, dispose of or sell items. AT is not responsible for any items transported by the passenger under his/her own care. We are also not responsible for loss or damage to money, securities or valuable items. If you find an item that somebody has left on the vehicle, please hand it to the driver as you leave the vehicle. However, if you believe an abandoned item is suspicious, please do not touch the item and alert the driver immediately.

22. General

  1. Assignment of Agreement
    • You shall not assign or otherwise transfer your rights under these Terms. Any attempt to make such an assignment without AT’s consent shall be void and result in immediate termination of this Agreement without notice.
    • AT is entitled to assign or otherwise transfer its rights and obligations hereunder at its own absolute discretion.
  2. Non-waiver. AT and you agree that no failure to exercise, and no delay in exercising, any right, power, or privilege hereunder, on the part of either party shall operate as a waiver of any right, power, or privilege. AT and you further agree that no single or partial exercise of any right, power, or privilege hereunder shall preclude its further exercise. The rights and remedies herein are cumulative with and not exclusive of any rights or remedies provided by law.
  3. Severability. If any part of these Terms is adjudged by any court of competent jurisdiction to be invalid, void or illegal, that judgment shall not affect or nullify the remainder of these Terms, and the effect shall be confined to sever the part immediately involved in the matter adjudged.
  4. Variation. These Terms may be varied by AT at any time and such changes will be notified to you in accordance with clause 21) j), with reasonable notice prior to coming into effect.
  5. Governing Law. These Terms will be governed by, and construed in accordance with, New Zealand law and the courts of New Zealand will have non-exclusive jurisdiction to hear and determine all issues and disputes which may arise under or in relation to AT Local, Method of Payment or these Terms.
  6. New Zealand Use Only. AT Local is intended for use in Auckland, New Zealand and may not satisfy the laws of (or be appropriate or suitable for use in) any other country. You are responsible for compliance with applicable local law and you must ensure that accessing and using AT Local is not illegal or otherwise prohibited by the laws of your jurisdiction.
  7. Electronic Communications. You consent to receiving communications from us electronically (other than promotional messages under the Unsolicited Electronic Messages Act 2007, in which case we will obtain your consent to receiving such promotional messages in accordance with that Act) and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. You agree to be bound by any agreement reached through electronic communications in terms of the Electronic Transactions Act 2002.
  8. Entire Agreement. These Terms, together with any other terms produced by us relating to AT Local incorporated by reference into these Terms, constitute the entire agreement between you and us and supersede all prior communications, representations, agreements or understandings, either verbal or written, between you and us with respect to the subject matter of these Terms.
  9. Force Majeure. AT will not be liable for any non-performance, error, interruption, or delay in the performance of their obligations under these Terms or in the availability or performance of AT Local or the AT Local App, if this is due (in whole or in part, directly or indirectly) to any event or circumstance which is outside reasonable control of AT, including (without limitation):
    • flood, lightning, acts of God, fire, earthquakes, and other natural disasters;
    • judgments, legislations, acts, orders, regulations, bylaws or other measures of any kind on the part of any court, governmental, parliamentary, or regulatory authority;
    • failure of any electricity or telecommunications service (including the Internet);
    • failure of any equipment, software, computer hardware, or system required for the operation of the
    • System where the maintenance and repair of that item is the responsibility of a third party;
    • the acts or omissions of any party for whom AT is not responsible.
  10. Notices (which includes any written communications or statements may be):
    • Sent by email to the email address provided by you on your AT Local Account;
    • Sent by an SMS message to the mobile number you notified on your AT Local Account; or
    • Given to you by any other way which the law permits
  11. Notices to AT (which includes any written communications or statements may be):

23. Interpretations

In and for the purposes of interpretation of these Terms, unless inconsistent with the sub-context or subject matter:

  1. Reference to time unless otherwise specified shall be reference to New Zealand Standard Time (NZT).
  2. Reference to monetary amounts shall be reference to such amounts expressed in New Zealand Dollars (NZD).
  3. The headings in these Terms are for the purpose of more convenient reference only and shall not form part of this Agreement or affect its construction or interpretation.
  4. Except as otherwise expressed or provided, where under or pursuant to these Terms or anything done hereunder the day on or by which any act, matter or thing needs to be done falls on a day other than a business day, such act, matter or thing shall be done on the immediately succeeding business day.
  5. The obligations and liabilities imposed and the rights and benefits conferred on the parties in these Terms will be binding upon and in favour of the respective parties and each of their respective successors in title, legal personal representatives and permitted assigns.

24. Contact us

If you have any questions or concerns in relation to the AT Local App or these Terms, please Contact us.

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If you are living in fear in your relationship or in your family, there are so many ways we can help you right now. You won’t be turned away even if you don’t have children, a NZ visa, or money. If you still have more questions have a read below and contact us when you’re ready.

I’m ready to talk now.

You can call our 24-hour support and crisis line on 0800 REFUGE (733843). Or, if you prefer, you can click here and contact us discretely through our contact form and we will email you back as soon as possible.

What will I do for money?

There are a number of benefits and allowances you may be eligible for if you are a victim of domestic violence in New Zealand. We can help you better understand your options once you make contact.

I haven’t been beaten up, can Women’s Refuge still help me?

We support women who have experienced any form of domestic violence: verbal, psychological/emotional, sexual, and financial as well as physical. In fact, psychological/emotional abuse is the most common form of domestic violence.

How much does it cost to stay?

Women's Refuge support and advocacy services are free. In the safe house, rent is usually charged once your financial situation is sorted out. Safety is our main concern. You won't be turned away if you don't have any money.

How long can I stay in a safe house?

Some women only stay a night or two, while others stay for weeks. You can talk with the advocates at your local refuge about how long you think you need to stay to ensure your safety.

I don’t live with my partner, but he is abusing me. Can you still help me?

Yes, you don’t have to be living with your partner to experience domestic violence and you can still call us.

What happens if I haven't got any clothes or food?

Women's Refuge has clothing that you can have. We’ve also got toys and books, formula and nappies. You are welcome to use our emergency food until you get your financial situation sorted out.

Will other people be there?

Safe houses usually have other women, including women with their children, staying there. Refuge advocates are around during the day.

How will I get my kids to school?

The advocates at your local refuge will help you work out transport for your children, or help with changing schools.

Can Women's Refuge help me if I stay in my own house?

Yes, we can provide all the same support and advocacy for you no matter where you choose to live. You may be eligible to access support through the Whanau Protect service.

I'm living in a rural area. Can you still help me?

Yes. Find your local refuge and they will be able to arrange support, advocacy and transport for you.

Can Women's Refuge help around issues with children?

Yes. We can provide support and advocacy around matters to do with custody, access and care.


The safest way to browse the internet if you suspect your browsing history is being monitored, is to use your browser’s private or incognito mode.

If you suspect your device has been compromised by spyware, then you should use consider using another device as some spyware may still be able to monitor icognito sessions.

To activate a private browsing session, follow the instructions below.


Open Safari > go to the File menu > select New Private Window

When finished, don’t forget to close your browser window to ensure your safety and privacy.


Open Chrome > go to the triple-dot menu (top right of your browser's window) > select New Incognito Window

Internet Explorer

Open IE > click the Tools button > select Safety > and then click InPrivate Browsing

Mozilla Firefox

Open Firefox > click the menu button ☰ > and then click New Private Window

You should see a message in the new window saying that you are now browsing privately.

When finished, don’t forget to close your browser window to ensure your safety and privacy.

Getting out

The most important thing is for you and your children to get out safely. It is important to know that leaving a violent relationship can be one of the most dangerous times for women and children so it is important to make a safety plan around leaving and keep your plans confidential. Below are some tips to help you make a plan.

  • If you can, pack a bag with bare necessities and important documents that you can leave with someone you trust. Include important documents such as passport, birth certificate, bank account details, driver’s licence, and bank cards and other things like medicines.

  • Know abuser's schedule and safe times to leave.

  • Contact us for guidance or a safe place to stay for you and your children.

Getting help

We warmly welcome all women and their children to access our support, advocacy and crisis accommodation. If you need help or have questions, use our live chat to get in touch.

making a plan

The safety of you and your children (if you have them) will be your primary concern. If you’re not ready or cannot safely leave, here are some things you can do to stay safe now.

  • Make a safety plan with the guidance of a refuge advocate.

  • Get yourself a pre-paid phone; keep it charged and safe.

  • Keep photocopies of important documents (passport, birth certificate, bank account details, medical notes, driver's licence, etc) and store these at the home of a supportive friend or family member.

  • Keep a journal of all violent incidents, noting dates and events.

  • If you can, open your own bank account and try to save some money.

  • If you have pets you are worried about, consider them in your safety plan.

Privacy Policy – The Shielded Site Application.


In this privacy policy, the terms ‘NCIWR’, ‘we’, ‘us’, and ‘our’ refer to National Collective of Independent Women’s Refuges Inc. NCIWR operates this web application at (‘this web application’).

This privacy policy explains how we may collect, store, use, and disclose personal information that we collect and that you provide to us. By using this web application you acknowledge that we may collect, store, use, and disclose your personal information in the manner set out in this privacy policy.

Collection of personal information

We may collect personal information from you when you use this web application, for example when you make a request for contact on this web application.

You may decide not to provide your personal information to us. However, if you do not provide it, we may not be able to provide you with access to certain information or services. For example, we may be unable to make contact with you if you do not provide us with your contact information.

Automated collection of non-personal information

When you visit this web application, we will not add traceable elements (such as cookies, sessions, and usage monitoring software) to your browser or device.

Use and disclosure

We will not use or disclose your personal information except in accordance with this privacy policy or the Privacy Act 1993. We may use your personal information to:

  • assist in providing information and services requested by you;

  • communicate with you

Your personal information will only be made available internally for the above purposes. We will not disclose your personal information to third parties. We will only use or disclose personal information that you have provided to us, or which we have obtained about you:

  • for the above-mentioned purposes;

  • if you have otherwise authorised us to do so;

  • if we have given you notification of the intended use or disclosure and you have not objected to that use or disclosure;

  • if we believe that the use or disclosure is reasonably necessary to assist a law enforcement agency or an agency responsible for national security in the performance of their functions;

  • if we believe that the use or disclosure is reasonably necessary to enforce any legal rights we may have, or is reasonably necessary to protect the rights, property and safety of us, our customers and users, or others;

  • if we are required or permitted by law to disclose the information; or

  • to another entity that carries on the business of operating this web application.

Storage and security

All personal information collected on this web application is collected and held by NCIWR. We will endeavour to protect your personal information that is held by us from unauthorised access, use, disclosure, alteration, or destruction.

Third party service providers

This website may be hosted by one or more third party service providers (‘service providers’) who enable us to provide this web application. You acknowledge and agree that any personal information that may be collected on this web application may also be held and used by our service providers on our behalf. Any information collected will be securely sent and securely stored on a server.

Third party websites

This web application may be hosted by websites operated by third parties. We are not responsible for the content of such websites, or the manner in which those websites collect, store, use, or distribute any personal information you provide. When you visit third party websites from hyperlinks displayed on this web application, we encourage you to review the privacy statements of those websites so that you can understand how the personal information you provide may be collected, stored, used, and distributed.

Right to access and correct

You may request access to, or correction of, any personal information we hold about you by contacting us as follows:
Post:Privacy Officer
PO Box 27-078
Marion Square
Wellington 6141

To ensure that the contact information we hold about you is accurate and current, please notify us of any changes to such information as soon as possible.

Contacting NCIWR

Any emergency relating to domestic violence should be directed to 111 for New Zealand Police assistance.

If you request assistance through this website, we will endeavour to respond as soon as we can. If you require advocacy services phone 0800 REFUGE or 0800 733 843 to talk to a refuge in your area within New Zealand. All member refuges of NCIWR are listed on our main website ( If you do visit the Women’s Refuge Website, please note that it is a traceable site so we recommend you use the online safety tips found on this web application to visit safely.

Advocacy services are available at member refuges. Your call and information will be treated in confidence and privacy.

Changes to our privacy policy

We reserve the right, at our discretion, to alter this privacy policy at any time. Changes to this privacy policy will take effect immediately once they are published on this web application. Please check this privacy policy regularly for modifications and updates. If you continue to use this web application or if you provide any personal information after we post changes to this privacy policy, this will indicate your acceptance of any such changes.

This privacy policy was last updated on 6 October 2015.

If You’re In
Immediate danger

If you fear for your safety:

  1. Run outside and head for where there are other people.
  2. Ask someone to call 111
  3. If you have children take them with you if you can
  4. Don't stop to get anything else