We handle calls every day on topics like driver licensing, road tolling, motor vehicle registration, the state highway network and other general queries.
We record inbound calls to our 0800 numbers and outbound calls from our Contact Centre queues (display phone number 06 953 6200).
This includes calls to our Transport Operations Centres (TOCs) which 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 roads.
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 us.
The phone number you have called from is also stored so we can retrieve the call recording in the future. We do not use your phone number for any other purpose.
Recording automatically stops when the call is:
You can contact us by post or email instead.
Calls are recorded using Genesys Cloud call recording software. The recordings are stored securely for up to ten years after the date of the call. After ten years the recordings are securely destroyed.
Call recordings can be accessed only by authorised Waka Kotahi staff. They may be provided to third parties if authorised by law or under the Official Information Act 1982.
You have the right to access and correct any personal information we hold about you, including your call. If you wish to do so please refer to the 'Requesting access to or correction of your information' section.
Requesting access to or correction of your information
If you have a complaint about how we handled your personal information, please refer to the 'Privacy complaints' section.