Call recording privacy statement

We handle calls every day on topics like driver licensing, road tolling, motor vehicle registration, the state highway network and other general queries. 

The purpose for recording calls 

  • staff training
  • improve customer service quality
  • ensure information we provide is consistent and accurate
  • report on the type and number of enquiries we receive
  • make sure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone or if there is a dispute. 

The calls which are recorded

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.

Transport Operation Centres

When recording starts

For calls to our Contact Centre, recording starts once your call is answered by a Customer Service Representative. Any wait time prior to your call being answered is not recorded.

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. 

When recording stops

Recording automatically stops when the call is: 

  • terminated 
  • transferred to staff outside of our Customer Support Teams
  • transferred outside our control rooms in Auckland and Wellington 
  • when a payment is in progress. 

If you do not want to be recorded

You can contact us by post or email instead. 

How recordings are stored

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. 

Genesys Cloud privacy policy(external link) 

Who has access to call recording information

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. 

Requesting a copy of your call

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.

Privacy complaints