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Auckland Transport

Supplier management and performance Supplier management and performance

An overview of our contact management procedures.

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Supplier Performance

The ATPACE system monitors the performance of AT suppliers.

Service Contracts

Auckland public transport service contracts

Find out more about tender opportunities and processes with AT.

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Health and Safety requirements

AT are obliged to check and ensure that our suppliers are meeting any agreed health and safety standards and requirements.


Supplier Relationship Management (SRM)

SRM provides a holistic view of supplier management, looking at the management and performance of individual contracts, through to strategic alignment and collaboration in achieving one or more of the AT Value for Money drivers. The value ultimately realised by organisations from any supplier relationship is determined not by one single standalone contract or event, but from a series of highly inter-dependent, sequential activities which require close co-ordination.

Commercial success often comes down to the relationship between the buyer and supplier. Our SRM Framework aims to benefit this relationship by providing:

  • Improved visibility of safety and supplier risks, and development of appropriate risk mitigation strategies and controls.
  • Allocated resources focused to ensure suppliers deliver as expected.
  • Clearly defined roles on both the buyer and supplier side.
  • Regular governance meetings that drive access to new innovative approaches to business.

The aim of our SRM framework is to focus on our key suppliers and the relationship we have with them. Within the SRM Framework suppliers will be segmented into four supplier tiers as described below:

Tier 1 – Alliance

Suppliers with highly complementary business strategies, with whom there is a high level of inter-dependency, and who have both the capability and desire to jointly invest in new opportunities to deliver aligned outcomes for both organisations.

Tier 2 – Strategic

Providers of goods and services which:

  • Are directly associated with the delivery of one or more existing Transport Services, and who’s performance can have a measurable impact on both customer experience levels and, brand equity, or
  • Are of critical importance to AT in the effective running of day-to-day operations and support of front line services, and would require significant time, cost and/or resource to switch from.

In addition to effective contract compliance and risk management, the focus here turns to continually improving performance against existing contracts and seeking out new opportunities between both parties.

Tier 3 – Operational

Suppliers of goods and services which contribute towards the effective day-to-day running of operations within AT, but which make little, or no traceable contribution to the performance of frontline Transport Services or brand equity. The main focus with all but a small percentage of suppliers in this Tier is purely to ensure that all pre-negotiated contractual negotiations are fully complied with and, all risks which could potentially disrupt ongoing supply are effectively dealt with.

Tier 4 – Tactical

Suppliers of goods and services which make an indirect contribution to AT’s organisational performance. Overriding focus with these suppliers is to minimise the amount of AT time, human effort and cost required to engage with them.

Contract Management

A key part of SRM is the process that enables us and our suppliers to meet the objectives required from our contracts.

This means ongoing tracking and monitoring of safety performance, delivery and costs, managing risks and actively managing the relationships between AT, the supplier and key stakeholders. This process continues throughout the life of a contract and involves managing proactively to anticipate future needs as well as reacting to situations that may arise.

We manage suppliers based on where they sit within the “tier system”, as outlined in the Supplier Relationship Management section above.

Health and Safety

AT recognises its obligations as a principal under the Health and Safety in Employment Act 2015. As such we will take all practical steps to ensure safe work practices are employed by our suppliers. We require all suppliers we engage with to comply with these requirements and actively explore ways of promoting best practice Health and Safety through the procurement lifecycle and across their extended supply chain, including sub-contractors.

Insurances, Bonds and Retentions

The use of Insurances, Bonds and Retentions are all methods that we use to protect ourselves from the risks associated with supplier performance. The level of protection will be determined by assessing the risks involved in delivering the services. We are mindful of the need to exercise caution when setting limits, as excessive limits will deter from the objective of obtaining Value for Money.

Contract Performance Assessments

Monitoring and evaluating the performance of supplier engagements is an important element to contract management, as it ensures that safe outcomes are delivered, risks are managed and value for money is achieved. It also enables poorly performing suppliers to be avoided in future engagements.

The aim of contract performance assessments is to:

  • Work with suppliers collaboratively, on the premise that a mutually beneficial relationship will create better outcomes for both parties
  • Provide a means of systematically monitoring performance of AT’s contracts
  • Facilitate performance related discussions that can focus on specific performance issues or barriers to improving performance
  • Provide a record of historical evaluation scores for future reference and analysis
  • Provide a historical database to assist in and provide consistency in, the assessment of the track record non-price attribute in future tender evaluations

We have implemented a formal contract performance evaluation system called ATPACE (Performance Assessment by Coordinated Evaluation) for all infrastructure category contracts. Detailed information about ATPACE can be found on the procurement page of our website.

Contract performance incentives/disincentives

Where appropriate, we will include performance based incentives/disincentives into contracts. This will be particularly visible in strategic relationship based collaborative contracts. Examples of where this is being implemented are:

  • PTOM Contracts
  • Road Corridor maintenance and renewal contracts
  • Physical Works Supplier Panel

Contract Reviews

These are an important part of the overall procurement process. An effective review process can improve procurement management and demonstrate public accountability by providing an honest appraisal of the procurement, the delivery of the contract and the outcomes achieved. We expect to undertake formal contract reviews on all contracts valued over $5 million.

Key questions to be considered in any contract review process include:

  • Were safe outcomes achieved?
  • Have the anticipated benefits been received?
  • Did the initiative represent value for money?
  • Are there opportunities for further improvements?
  • What lessons can be learned and how can these be implemented?

Contract templates

Our Procurement Framework contains a range of standardised contract templates for use by our staff. These templates are based on standard form contracts and will have been through a legal review by the Auckland Transport Legal Department. Where a standard contract template exists the expectation is that it will be used when engaging with suppliers. Standard contract templates that we use include:

  • NZS3910:2013 – Conditions of contract for building and civil engineering – Construction.
  • NZS3916:2013 – Conditions of contract for building and civil engineering – Design and Construct.
  • NZS3917:2013 – Conditions of contract for building and civil engineering – Fixed Term.
  • CCCS:Aug 2009 – Conditions of contract for consultancy services.
  • ACENZ/IPENZ: Mar 2012 – Short form agreement for consultant engagement.
  • PTOM (Participation, Regional Partnering and Unit) agreements.
  • Auckland Transport specific contract templates.

Recent years have seen a drive toward collaborative ways of contracting. Our general conditions of contract play a role in encouraging this collaborative behaviour and we will continue to review these with this in mind.

Maximum contract terms

The term of a contract describes the length of time a particular contract is operational. This includes any allowable extensions after the initial term.

We will apply the following maximum contract terms to our contracts. Use of longer contract terms in exceptional circumstances will require specific approval by the relevant governance channels.

Contract Type Maximum Term
Capital expenditure The time to complete the works
Operational expenditure – with the exception of the below 5 years
Public Transport contracts not procured under PTOM 6 years
Regional road and streetlight maintenance and renewals, and technical support 8 years
Public Transport rail operator contract 15 years
PTOM like-for-like transitional contracts 12 years
PTOM commercial units and units procured through open tender 9 years
PTOM units procured through direct appointment 6 years
Operational leases Based on value for money

Record keeping

Under the Public Records Act 2005, all public organisations are required to create and maintain full and accurate records in accordance with normal, prudent business practice. This includes activities carried out by contractors on our behalf. For procurement this means that all records relating to the planning, approach to market, supplier selection, negotiation, award of contract, contract management and review must be retained.

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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.


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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