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COVID-19 SERVICES UPDATE: Information on Waka Kotahi services

Call recording privacy statement

Background

Waka Kotahi NZ Transport Agency handles thousands of calls every day on a varied range of topics that include driver licensing, road tolling, motor vehicle registration, and the state highway network. Call recording is an important activity that helps us to ensure that our customer service meets your expectations and identify service improvements.

What is the purpose for recording calls?

We record calls:

  • for staff training purposes
  • to improve the quality of our customer service
  • to ensure the information we provide is consistent and accurate
  • for reporting on the types and numbers of enquiries we receive
  • to ensure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone and/or if there is a dispute.

Which calls are recorded?

  • Inbound calls to our 0800 numbers. This includes calls made to our Customer Service Centre based in our Palmerston North Office and the Control Rooms1 in our Transport Operations Centres based in Auckland and Wellington.
  • Most direct-dialled calls to, and outbound calls from, our Palmerston North Office2.
  • Calls transferred to extensions within our Palmerston North Office3 and the Control Rooms within our Transport Operations Centres in Auckland and Wellington.

Recording automatically starts when your call is answered, and you are placed in the queue. This includes when you are placed on hold, which means the recording may pick up background noise and conversations you have with other people while you are waiting for your call to be answered by a Customer Service Representative. 

When we record your call, we also automatically collect the phone number that you have called from and store this within the telephony system.  This is completed in order to retrieve the call recording should it be necessary at some point in the future.  We do not use this phone number for any other purpose and will not use it to contact you.

Recording automatically stops when:

  • the call is disconnected or terminated; or
  • the call is transferred to an extension outside of the Palmerston North Office and the Control Rooms within the Transport Operations Centres or when an online payment is in progress.

How can I contact Waka Kotahi if I do not want to be recorded?

In the event that you do not wish your call to Waka Kotahi recorded we recommend that you contact us by alternative means.

Contact us

Storage of call recordings?

Calls are recorded using Genesys PureCloud call recording software. The recordings are stored securely for up to ten years after the date of the call, following which they are securely destroyed.

Who has access to call recording information?

Call recording information is accessible only by authorised Waka Kotahi personnel and only for the purposes indicated above.

Call recordings may be disclosed in full or in part in response to requests made under the Official Information Act 1982. Requests are assessed on a case-by-case basis with the privacy interests of the individuals involved being given due consideration.

Can I request a copy of a recording?

You have the right to request access to and correction of any personal information that we hold about you. If you wish to request a copy of your call recording you may do so by contacting us.

Contact us

The call recording requested will be evaluated before being provided but unless we have a lawful reason for withholding this information we will provide you with access to the call recording.

The call recording will be provided electronically by email in the first instance but if you would prefer, the call recording can be saved onto a CD and couriered to you. In some circumstances a written summary of the call recording may be provided, particularly if parts of the call recording are withheld. Your request will take approximately 10 working days to process.


1Control Rooms are located in our Transport Operations Centres. They manage, monitor and inform customers and partners about incidents and hazards on state highways (in Auckland this also extends to the local road network). Additionally they manage traffic signals on state highways and some local networks.

2Some exceptions apply, such as calls to non-customer facing staff who provide internal support services, or whose activities are associated with planning and maintenance of the state highway network.

3Refer note 2 above.