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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

  • inbound calls to our 0800 numbers
  • most direct-dialled calls to our Palmerston North office*
  • most outbound calls from our Palmerston North office
  • most calls transferred to extensions within our Palmerston North office*, and the control rooms** in our Auckland and Wellington Transport Operations Centres.

Transport Operations Centres (TOCs)

* Some 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.

** Control 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.

When recording starts

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. 

When recording stops

Recording automatically stops when the call is: 

  • terminated 
  • transferred outside the Palmerston North Office 
  • 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