The Total Mobility scheme helps people with serious mobility constraints access subsidised door-to-door transport services.
Who is eligible for Total Mobility scheme
The Total Mobility Scheme is designed to assist qualifying Auckland residents/ratepayers. The eligibility assessment identifies whether you have an impairment that prevents you from undertaking any one or more of these components of a journey unaccompanied, on a bus, train or ferry, in a safe and dignified manner:
- Getting to the place from where the transport departs.
- Getting onto the transport.
- Riding securely.
- Getting off the transport.
- Getting to the final destination point.
The scheme, which is run throughout New Zealand, allows for reciprocal arrangements with other local authorities for Auckland residents to receive discounted travel while travelling outside of Auckland.
If you require information about the conditions of use, please refer to the Total Mobility Scheme Conditions of Use.
Using the Total Mobility scheme
When using the Total Mobility scheme, there are a number of things to remember. These include
- Make sure you tell the taxi company that you have a card when you book your cab, or before you get in to the cab if you are hailing one at the street
- Do not leave your card in the cab. Take it with you at the end of the trip.
- Make sure you keep your card safe – it should not be handed over to any taxi drivers for safe keeping.
How to apply for a Total Mobility AT HOP card
To register and receive a Total Mobility AT HOP Card, please follow these steps:
Step 1 - Contact a Total Mobility disability agency to discuss eligibility and arrange an assessment
The AT public transport call centre, (09) 366 6400, can provide the contact details of a number of suitable disability agencies.
The disability agency will ask you a series of questions about your impairment to determine your eligibility, and if they consider that you are likely to qualify, they will arrange an assessment appointment with a trained facilitator.
Step 2 - Complete the eligibility assessment and registration forms
The assessment must take place face-to-face with an assessment facilitator, filling out the registration forms together.
If the assessment facilitator determines that you are eligible, the assessment form must be signed by you and the assessment facilitator, and you must sign the photo ID card form.
Step 3 - Submit the registration forms, photo, and card issue fee
Return the assessment form and photo ID card form to the disability agency with the appropriate payment. This may include a disability agency membership fee and an assessment fee, although some agencies do not charge these.
The payment will always include a card issue fee of $10.00 to cover the administration and production costs of the ID card (payable to Auckland Transport).
The disability agency will review the registration forms and forward them to AT with the card issue fee.
Step 4 - Approval
Once the registration has been approved and processed by AT, you will receive a letter from AT confirming your registration.
You will normally receive your ID card within 30 days, with a letter about the rules of the Total Mobility scheme and how to use the TM AT HOP card.
If you have any questions or need an accessible version of a document, please call the AT Public Transport contact centre, phone (09) 366 6400.
If you are considered to be ineligible for Total Mobility by the assessment facilitator, there is an appeal process that you can use to determine whether the assessment was fair. You can contact Auckland Transport (AT) to have your assessment reconsidered by an arbitration panel of 3 independent parties.
Get help with the Total Mobility application process
If you need help at any time with this application process, contact us on 09 366 6400.
How to get the fare discount with your Total Mobility card or Total Mobility AT HOP card
The Total Mobility scheme offers eligible registered individuals a 50 per cent discount (up to a maximum subsidy of $40) on fares charged by contracted taxi transport providers in the Auckland region.
The discount applies to the card-holder and 1 support person or carer travelling with you.
To receive the discount, you must present your ID card to the driver at the start of the trip so the correct fare is calculated.
At the end of the trip, you must have your ID card swiped and pay your portion of the fare.
Approved service providers and fares
You can book a taxi by phoning the operator directly. Advise that you will be travelling using a Total Mobility AT HOP card or TM photo ID card and if you need wheelchair access or other assistance.
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