What we do with your feedback What we do with your feedback

We use your feedback about our services to make changes that ensure a positive customer experience with AT.

Providing your feedback

You can contact us online to report a maintenance problem, request information, report illegal parking or provide feedback.

You can also visit our customer service centres. If you've had contact with us, we may get in touch with you about your experience to ensure that we're giving you the best service possible.

Compliments and suggestions

We love compliments! It's how we know we're getting things right and is a good way to ensure that we do more of that. When we receive compliments, we forward them on to the relevant team to let them know they've helped one of our customers.

Giving a suggestion

We love getting suggestions and being able to act on them. Sometimes it may not happen straight away, but rest assured, your suggestions are passed on to the relevant teams and we consider each and every one.

If you request a response, we'll get back to you within 10 working days.

Requesting a service or information

If you request a new service or information, we'll get back to you within 10 working days to let you know how we are handling your request. 

Reporting a problem

Let us know about fixing anything broken or not working, such as streetlights, potholes, bus shelters and ticket machines.

Timeframes for maintenance requests vary from 10 days to 45 days. Get in touch online and provide your contact details to help us get in touch with you.

Making a complaint

 Auckland Transport values all feedback and is committed to using complaints to improve service delivery. 

A complaint is when you are dissatisfied with how we managed a previous case, the outcome of it or where a resolution or formal investigation is expected or implied. 

The following situations are considered complaints:

  • You disagree with a decision we have made
  • We haven’t provided a good service or treated you in a professional manner
  • We haven’t followed through on something we committed to you
  • You think we have failed to follow our own processes
  • Serious complaints regarding Auckland Transport service providers
  • Complaints relating to the performance of a staff member

Submit a complaint

You can get in touch online to submit a complaint and a case manager will be assigned to you.

What is not a complaint

General requests and feedback submitted to Auckland Transport are not considered or treated as complaints. Instead, the feedback is passed on to the relevant team or service provider for investigation in line with the relevant AT process.

The following situations are not considered complaints:

  • An initial request for works or a new service
  • Feedback as part of a formal consultation process
  • A request for information or suggestion about AT policy or procedures
  • A request for compensation or to waive an infringement notice
  • A request made under the Privacy Act 2020 or Local Government Official Information and Meetings Act (LGOIMA) 1987. Find out how to submit a LGOIMA request to AT.
  • A request or complaint that is managed separately under AT’s unreasonable conduct policy.

Complaint resolution timeframe

We aim to provide a provisional response within 20 working days and a final response five days later. Your Formal Complaint case will remain open for five working days to give you an opportunity to query any part of the findings and/or provide further information to support your complaint.

If we cannot make these timeframes due to the complex nature of the issue, your Case Manager will be in touch and advise you when to expect a full and substantive response.

Complaint outcome review

If you are dissatisfied with the outcome of your complaint, your complaint may be reviewed by an independent AT Case Manager. Once a full and final response is issued, should you wish to seek further review you have the option to contact an external agency such as:

Privacy complaints

If your complaint is regarding a privacy matter, please email this privacyofficer@at.govt.nz.

How we use your information

When you submit a formal complaint, we collect personal information from you including your name, contact details and information you give us about your complaint. 

To facilitate the investigation, the AT Case Manager case will provide this information to the relevant team responsible and may need to share this information with third-party operators such as public transport operators and road maintenance contractors.

If you wish to submit your complaint anonymously, we will investigate provided we have enough information. While we won’t be able to get back to you with the outcome, we can use your feedback to continuously improve our services.

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. You can do so by emailing privacyofficer@at.govt.nz.

Read more about our Customer Privacy Policy.

Unreasonable conduct

We value feedback but will not accept unreasonable conduct that includes threatening and abusive behaviour on a call or on premises. If you display violence of any kind, we will call the police. Ongoing conduct of this nature may result in us limiting how, when and where you can contact us.