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Auckland Transport

Guide to using buses, trains and ferries Guide to using buses, trains and ferries

Guide for first-time users

For your own safety and comfort, as well as those around you, the simple tips below ensure everyone enjoys a pleasant trip.

Guide for going on the bus

  • Please ensure you have a valid AT HOP card with enough credit before deciding to travel. Cash or debit/credit card payments are not accepted on Auckland Transport buses.
  • Arrive at your bus stop.
    • Many stops have numerous buses coming through, so make sure you watch carefully for your bus.
    • The buses route number is displayed above the bus front window.
      To hail a bus, signal the bus to stop by a clear wave of your arm to show the bus driver you want to get on.
  • Once the bus has stopped, wait for passengers who are exiting to leave the bus, and then walk onto the bus through the front door.
  • Once on the bus, tag on with your AT HOP card on the reader to your right as you walk in. Wait for the sound and the reader to either flash green or green and amber (for cards that have a concession applied) and then go and sit down.
  • Follow your AT Mobile app to see when you need to get off. The app will notify you when you need to get off.
  • When you are approaching your stop, press the stop button. These are red buttons that are throughout most buses. Please push it to allow enough time for the driver to stop safely.
  • Once the bus has stopped, you can exit either from the front or back door (expect students who must get off the front door on school services). Don’t forget to tag your AT HOP card before getting off the bus.

Guide for going on the train

  • Arrive at your station.
  • Please ensure you have a valid AT HOP card with enough credit or you have purchased a ticket at the station kiosk or ticket machines.
  • Either use your paper ticket or tag on your AT HOP Card. Stations will either have electronic gates or tag on/off posts at the entrance of the platform.
    Check on the displays or on your AT Mobile app to see what platform your train will be on.
  • Go to the platform where your train will be leaving from.
  • Once the train has arrived and stopped, the doors will open.
  • Get onto the train and take a seat.
  • Check your AT Mobile app or listen out for the announcement to know when your stop is.
  • Once the train has arrived at your stop, push the green button at the door and exit the train.
  • Exit the station, making sure you tag off your AT HOP card at either the platform or the electronic gates.

Guide for going on the ferry

  • Arrive at your Ferry Terminal.
    • If you are travelling to or from Waiheke for the day, luggage storage facilities are available at the Downtown and Waiheke Ferry Terminals.
    • There are bike racks at the ferry terminal if you need to store your bike.
  • Please ensure you have a valid AT HOP card with enough credit or you have purchased a ticket at the station kiosk or ticket machines.
  • Either tag on your AT HOP card at the gates or the tag on/tag off posts at the entrance or use your paper ticket.
  • Go to the gate where your ferry is departing from.

  • Once staff open the gates, board the boat.
    • Bicycles can be carried on most ferry services for free. (This service not available on the West Harbour Ferry, Harbour Cruise, Rangitoto Island and Tiritiri Matangi Island ferries).
    • Wheel your bike onto the ferry. Some boats have racks, others have hooks, and with others, you can lean your bike against a rail, or stand out the back with your bike. If unsure, ask one of the ferry staff.
  • Go into the boat and find a seat.
    • Alcohol and food can only be consumed on certain ferries and only if it has been purchased on board.
  • When the ferry has arrived at your location, wait for the ferry to stop and the doors to be open to exit the boat.
  • Remember to tag off your AT HOP Card at either the electronic gates or the tag posts.

What not to do on public transport

  • No smoking is allowed on buses, trains or ferries at any time. This includes the use of e-cigarettes and vaping.
  • Strictly no alcohol to be consumed onboard buses, trains or at stations.
  • Do not block doors, and whenever possible on a bus move down the aisle.
  • We ask that you refrain from resting your feet on the seats.

What we encourage people to do on public transport

  • When boarding a bus, train or ferry, let others off first so it is faster for everyone.
    When on a bus, ensure you take a seat. If there are no seats, please stand and support yourself using the handles.
  • Give your seat to seniors, pregnant women, people with small children or anyone with special needs.
  • Drinks can be consumed from an enclosed container such as a coffee cup with a lid, or bottled water.
  • Take off backpacks and store bags under seats or on your lap – do not store them on a spare seat.
  • When listening to personal audio devices, use headphones set at a volume that ensures other passengers are not disturbed.
  • Take all your belongings, including rubbish, with you.
    • If you have left something on a bus, train or ferry, you need to call the operator of the service that you were on directly to report your lost property.
    • If you find something on a bus, train or ferry, please hand it to the driver or staff as soon as possible.
  • Find out more information about travelling with prams, luggage, bikes and animals - see luggage, bikes & animals.

If you are experiencing family violence, don't worry, the information within this pop-up won't appear in your browser's history.

Privacy policy

We’ve made asking for help safer than ever.

Join us in standing up against domestic violence and making more places of refuge across the internet.

If you, your business or your agency want to have The Shielded Site tab on your site we’ve made adding it very easy.

Click here to find out more. (WARNING: this will take you away from our shielded portal.)


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