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Auckland Transport

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

Customer satisfaction is our highest priority. All employees of Auckland Transport and its service delivery partners play a role in delivering a high-quality service.

There are a number of ways you can provide us your feedback.

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.

Paying us a compliment

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 service or information, we'll get back to you within 10 working days to let you know how we are handling your request. Timeframes for maintenance requests vary from 10 days to 45 days.

Log in to the RaP portal and provide your contact details to help us get in touch with you. 

Making a complaint

Sometimes things don't go quite right and as a customer, you are dissatisfied with our service. 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. This includes:

  • 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

Once you submit a complaint, a Case Manager will be assigned to you.

General requests and feedback are not considered/treated as a complaint are managed in line with the relevant AT process. This includes issues resolved by frontline staff, requests for information, and other similar requests.

If we do not consider a submission to be a complaint, we will pass your feedback to the relevant team or service provider for investigation and advise you of this.

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 refute 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, or violence of any kind. Ongoing conduct of this nature may result in us limiting how and when you can contact us.

Read the full Unreasonable Complainant Conduct Policy.