Kia ora David
 
Auckland Transport (AT) acknowledges receipt of your request for official
information dated 20^th November 2019 about Driving by AT Bus Drivers.
 
We hope to respond to your request as soon as possible, but not later than
18^th December 2019, which is 20 working days after the day your request
was received. If we aren’t able to respond to your request by then, we
will notify you of an extension of that timeframe.
 
Your case is being managed by LGOIMA Business Partner Cameron. If you have
any further queries, you can contact the team on (09) 355 3553 during
business hours, quoting Local Government Official Information request
number CAS-34773-P2Z0Q2.
 
Ngâ mihi,
Nicole | Customer Care Coordinator
Customer Care
Level 4, 20 Viaduct Harbour Avenue, Auckland 1010
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550
[1]www.at.govt.nz
[2]cid:image008.jpg@01D4DF26.CF144370
[3]cid:image002.jpg@01D2927A.134A0850[4]cid:image003.jpg@01D2927A.134A0850 [5]cid:image004.jpg@01D2927A.134A0850 [6]cid:image005.jpg@01D2927A.134A0850[7]cid:image006.jpg@01D2927A.134A0850
 
 
 
 

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Kia ora David 

 

I’m the LGOIMA Business Partner who’s looking into your official
information request

My name is Alison and I’m a LGOIMA Business Partner at Auckland Transport
(AT). I’m responsible for looking into the official information request
you made on 20/11/2019 about bad driving in relation to buses. I have now
investigated your request. 

All buses in Auckland are owned and managed by private companies.
Historically we sent all customer complaints about buses to the bus
company to provide a response. We didn't categorise the type
of complaint when they were sent to the bus companies. For example, which
ones related to bad driving or running red lights. They were all sent to
the bus company and we did not report on these complaints. 

To get this information from our system we would need to go through every
case opened and categorise it. This will take us a substantial amount of
time. We provide five hours of work for free after which we charge $47.50
per half an hour. If you want to pay for the information I will assess how
long it will take us and provide you with an estimate. At this point we
still have the option to refuse your request under section 17(f) of the
Local Government Official Information and Meetings Act 1987 if we feel
that the amount of work required to complete your request will affect our
ability to carry out our core functions. 

We do want to assist you and we have four months' worth of information
which is readily available to provide to you. This is because four months
ago we started to manage some of the complaints about buses. We manage
complaints regarding bus driver conduct, dangerous driving, and passenger
behaviour. When we began managing these cases in AT we created a
spreadsheet to capture and monitor all of these cases. We would like to
provide this to you if you are happy to refine your request to four
months. The spreadsheet contains a description of what the complaint was
about. 

In relation to your request for a result of the investigations, we don't
ask the bus company to provide us with the result of any investigation.
This is because the results are protected by the Employment and Privacy
Acts. 
 

The LGOIMA requires that we tell you our decision on your request no later
than 20 working days after the day we received your request. This is due
tomorrow 18 December. Unfortunately, it's not possible to meet that time
limit because we need further information from you regarding how we
proceed.  We are extending the time to make our decision, to 31
January. This extension is necessary because your request is for a large
quantity of information and meeting the original time limit would
unreasonably interfere with our operations.

You are able to seek an investigation and review by the Ombudsman of this
decision. Information about how to make a complaint is available at
[1]www.ombudsman.parliament.nz or freephone 0800 802 602.
 

Please let me know how you would like to proceed.  If you would like to
discuss this by phone my number is: 09 4487115. 

 

Ngā mihi

Alison 

LGOIMA Business Partner 

 

Auckland Transport

20 Viaduct Harbour Avenue, Auckland 1010

[2]www.at.govt.nz

 

Important notice: The contents of this email and any attachments may be
confidential and subject to legal privilege. If you have received this
email message in error please notify us immediately and erase all copies
of the message and attachments; any use, disclosure or copying of this
message or attachments is prohibited. Any views expressed in this email
may be those of the individual sender and may not necessarily reflect the
views of Auckland Transport.

References

Visible links
1. http://www.ombudsman.parliament.nz/
2. http://www.at.govt.nz/

Kia ora David 

 

I’m the LGOIMA Business Partner who’s looking into your official
information request

My name is Alison and I’m a LGOIMA Business Partner at Auckland Transport
(AT). I’m responsible for looking into the official information request
you made on 20/11/2019 about bad driving in relation to buses. I have now
investigated your request. 

All buses in Auckland are owned and managed by private companies.
Historically we sent all customer complaints about buses to the bus
company to provide a response. We didn't categorise the type
of complaint when they were sent to the bus companies. For example, which
ones related to bad driving or running red lights. They were all sent to
the bus company and we did not report on these complaints. 

To get this information from our system we would need to go through every
case opened and categorise it. This will take us a substantial amount of
time. We provide five hours of work for free after which we charge $47.50
per half an hour. If you want to pay for the information I will assess how
long it will take us and provide you with an estimate. At this point we
still have the option to refuse your request under section 17(f) of the
Local Government Official Information and Meetings Act 1987 if we feel
that the amount of work required to complete your request will affect our
ability to carry out our core functions. 

We do want to assist you and we have four months' worth of information
which is readily available to provide to you. This is because four months
ago we started to manage some of the complaints about buses. We manage
complaints regarding bus driver conduct, dangerous driving, and passenger
behaviour. When we began managing these cases in AT we created a
spreadsheet to capture and monitor all of these cases. We would like to
provide this to you if you are happy to refine your request to four
months. The spreadsheet contains a description of what the complaint was
about. 

In relation to your request for a result of the investigations, we don't
ask the bus company to provide us with the result of any investigation.
This is because the results are protected by the Employment and Privacy
Acts. 
 

The LGOIMA requires that we tell you our decision on your request no later
than 20 working days after the day we received your request. This is due
tomorrow 18 December. Unfortunately, it's not possible to meet that time
limit because we need further information from you regarding how we
proceed.  We are extending the time to make our decision, to 31
January. This extension is necessary because your request is for a large
quantity of information and meeting the original time limit would
unreasonably interfere with our operations.

You are able to seek an investigation and review by the Ombudsman of this
decision. Information about how to make a complaint is available at
[1]www.ombudsman.parliament.nz or freephone 0800 802 602.
 

Please let me know how you would like to proceed.  If you would like to
discuss this by phone my number is: 09 4487115. 

 

Ngā mihi

Alison 

LGOIMA Business Partner 

 

Auckland Transport

20 Viaduct Harbour Avenue, Auckland 1010

[2]www.at.govt.nz

 

Important notice: The contents of this email and any attachments may be
confidential and subject to legal privilege. If you have received this
email message in error please notify us immediately and erase all copies
of the message and attachments; any use, disclosure or copying of this
message or attachments is prohibited. Any views expressed in this email
may be those of the individual sender and may not necessarily reflect the
views of Auckland Transport.

References

Visible links
1. http://www.ombudsman.parliament.nz/
2. http://www.at.govt.nz/

Kia ora David 

 

Thank you for your email. Your request is very large and this will take a
considerable amount of administration hours to meet the request as it is
currently framed. 

Our system holds information going back to January 2018. I have searched
our database CRM and this search has resulted in 6906 cases which I need
to read to ascertain if they are applicable to your request. It will take
me approximately two minutes per case to read and ascertain if it is
applicable. This is 230 hours of work for this initial stage of your
request. 

We provide five hours of work for free and after this we charge $47.50 per
half an hour. We still have the option to refuse your request under
section 17(f) of the Local Government Official Information and Meetings
Act 1987 if we feel that the amount of work required to complete your
request will affect our ability to carry out our core functions. 

We want to help you refine your request in a way that reduces or removes
the need to charge. As explained in my below email refining your request
to four months means there is no charge applied. 

 

Ngā mihi

Alison 

LGOIMA Business Partner 

 

Auckland Transport

20 Viaduct Harbour Avenue, Auckland 1010

[1]www.at.govt.nz

 

 
 

------------------- Original Message

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Please use this email address for all replies to this request:
[FOI #11687 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://urldefense.com/v3/__https://fyi....

If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.

-------------------------------------------------------------------
 

Important notice: The contents of this email and any attachments may be
confidential and subject to legal privilege. If you have received this
email message in error please notify us immediately and erase all copies
of the message and attachments; any use, disclosure or copying of this
message or attachments is prohibited. Any views expressed in this email
may be those of the individual sender and may not necessarily reflect the
views of Auckland Transport.

References

Visible links
1. http://www.at.govt.nz/
2. https://urldefense.com/v3/__http://www.o...
3. http://www.at.govt.nz/
4. https://urldefense.com/v3/__https://fyi....

 
Kia ora David

Thank you for your email. Your response is with a Group Manager for
approval and I have asked for it to be prioritised, so I am hoping it will
be ready to send to you soon. 

I received your confirmation to provide the four months' of data on 19
December and Auckland Transport has been closed during the holiday period
and we returned to work on Monday 13 January which is the reason for the
delay. 

Kind regards

 
Alison Hosey | LGOIMA Business Partner
Customer Liaison Team | Customer Experience
20 Viaduct Harbour Avenue, Auckland 1010
[1]cid:image001.jpg@01D2927A.134A0850
[2]cid:image002.jpg@01D2927A.134A0850[3]cid:image003.jpg@01D2927A.134A0850 [4]cid:image004.jpg@01D2927A.134A0850 [5]cid:image005.jpg@01D2927A.134A0850[6]cid:image006.jpg@01D2927A.134A0850

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Kia ora David 

 

I’ve attached the official information you asked for

On 20/11/2019 you asked for information about buses and in particular
information about bad driving. 

 

I’ve attached a response from Stacey Van Der Putten, Group Manager Metro
Services and a spreadsheet containing data requested.

 

Should you believe that we have not dealt with your request appropriately,
you are able to make a complaint to the Office of the Ombudsman in
accordance with section 27(3) of the LGOIMA Act and seek an investigation
and review in regard to this matter.

You can contact the Ombudsman at [1]www.ombudsman.parliament.nz or
freephone 0800 802 602.

 

If you have any further queries, simply reply to this email leaving the
subject line as it is. We’ll make sure this information is added to your
case.

 

 

Ngā mihi

Alison 

LGOIMA Business Partner 

 

 

Auckland Transport

20 Viaduct Harbour Avenue, Auckland 1010

[2]www.at.govt.nz

 

 

Important notice: The contents of this email and any attachments may be
confidential and subject to legal privilege. If you have received this
email message in error please notify us immediately and erase all copies
of the message and attachments; any use, disclosure or copying of this
message or attachments is prohibited. Any views expressed in this email
may be those of the individual sender and may not necessarily reflect the
views of Auckland Transport.

References

Visible links
1. file:///tmp/www.ombudsman.parliament.nz
2. file:///tmp/www.at.govt.nz