20 Viaduct Harbour Avenue, Auckland 1010
Private Bag 92250, Auckland 1142, New Zealand
+64 9 355 3553 | at.govt.nz
10 February 2026
James Welsh
[FYI request #33335 email]
Your request for information under the Local Government Official Information and Meetings Act 1987 (LGOIMA) –
[CAS-1262035-C2M9L8]
Kia ora James,
I refer to your request for information dated 19 January 2026 regarding contactless payment.
Please find our response below.
Firstly, what is a reasonable timeframe from Auckland Transport perspectives to handle and process a refund?
Al cases logged have a current SLA of 10 working days.
Have you met your reasonable expectations of resolving refund requests this year?
Yes, from 1 July 2025 we have received 22807 requests for refunds of this 94% were resolved within SLA of 10 days.
Has the AT Hop Management had any form of meetings discussing the Refunds? If so, what was the outcome of
those meetings?
There are regular meetings to discuss refunds, but these focus either on high-level overviews or emerging trends
rather than discussing individual refund cases with management.
What is the number of refund requests received by disputing an AT HOP transaction through the AT HOP web site
("Request a Refund" for Contactless Payments), and if possible split out by the customer reason selected (Forgot to
tag off/Wrong Fare/Another reason).
During the period of 1 January 2025 – 1 January 2026, there has been 157 cases raised and resolved regarding refunds
for contactless payments.
Below is a breakdown for a contactless payment refund categories. Please note that one case may have multiple
categories.
Category
Count
Overcharging / Incorrect Fare Charged
102
Device / Card Mixups (Wal et/Phone vs HOP)ups (Wal et/Phone vs HOP)ups
(Wal et/Phone vs HOP)ups (Wallet/Phone vs HOP)-ups (Wallet/Phone vs HOP)
50
Accidental Tag-ons/Tag-offs
27
Refund Delays / Case Fol owupsupsupsups-ups
16
Technical Device / Payment Processing Issues
13
Missing Tagoff / Failed Tagoffoff / Failed Tagoffoff / Failed Tagoffoff / Failed Tagoff-off
/ Failed Tag-off
13
Duplicate Charges / Charged Twice
11
Customer Expectations / Education Gaps
10
Tourist / Visitor
7
Unauthorised / Unexpected Charges
7
System Glitches / Device Faults
6
Service Disruptions Leading to Incorrect Charges
5
The number of these refund requests that were accepted and processed.
We are unable to provide you with the number of refund requests for contactless payments which have been
accepted and processed as we would need to individual y review each case and the outcome the customer received.
To do this, it would take a substantial amount of time. Therefore, your request is declined under section 17(f) of the
LGOIMA as the information requested cannot be made available without substantial col ation.
The number of these refund requests that were declined, and the proportion of these that the customer was
informed and if possible, split out by the reasons why the refund was declined.
We are unable to provide you with the number of refund requests for contactless payments which have been denied
as we would need to individual y review each case and the outcome the customer received. To do this, it would take a
substantial amount of time. Therefore, your request is declined under section 17(f) of the LGOIMA as the information
requested cannot be made available without substantial col ation.
The average duration for a refund request to be responded to.
The average refund response time is currently at 4 days.
How many requests for a refund for incorrect charges have been created?
During the period of 1 January 2025 – 1 January 2026, 102 cases have been raised for Overcharging / Incorrect Fare
Charged.
How many requests for a refund have been processed successfully?
We are unable to provide you with the number of refund requests for contactless payments which have been
processed successful y as we would need to individual y review each case and the outcome the customer received. To
do this, it would take a substantial amount of time. Therefore, your request is declined under section 17(f) of the
LGOIMA as the information requested cannot be made available without substantial col ation.
How many requests for a refund have been processed unsuccessfully?
We are unable to provide you with the number of refund requests for contactless payments which have been
processed unsuccessful y as we would need to individual y review each case and the outcome the customer received.
To do this, it would take a substantial amount of time. Therefore, your request is declined under section 17(f) of the
LGOIMA as the information requested cannot be made available without substantial col ation.
How many escalation cases has your management handled in regards to Payment disputes?
During the period of 1 January 2025 – 1 January 2026, 4 cases have been raised as a formal complaint.
How many of these requests were made in regards to members of the public reporting "Random Charges" on their
bank statements despite not taking Public Transport?
During the period of 1 January 2025 – 1 January 2026, 7 cases have been raised as an Unauthorised / Unexpected
charges.
How many of these requests were made in regards to members of the public reporting "Duplicate Charges" on their
bank statements despite taking a single fare?
During the period of 1 January 2025 – 1 January 2026, 11 cases have been raised as a Duplicate Charges / Charged
Twice.
Are cal s made from employees and management working from home via “Outbound” recorded?
Are cal s made to employees and management working from home via “Inbound” recorded?
Are cal s made from employees and management working from Office via “Outbound” recorded?
Are cal s made to employees and management working from Office via “Inbound” recorded?
Only employees working in the Contact Centre have access to cal recording functionality through our Genesys cal
system. Typical y, these staff members handle inbound and outbound customer cal s on a daily basis.
Are al Front-line staff expected to leave a detailed note of an interaction?
Yes.
Are al Manager's expected to leave a detailed note of an interaction?
Yes.
Is it standard practice that a Contact Centre Manager refuses to take a phone cal via "Transfer" and only offers
"Callback" functionality? If so, why is that standard practice?
No, however if a manager is unavailable, a cal back may be offered.
Is it unreasonable for a member of the public to ask to remain on "Hold" and wait for a cal back - instead of being
forced into a "Cal back" despite the Manager being able and ready to take the cal in real time?
If the manager is unavailable, we prefer to avoid placing customers on hold for extended periods, as this prevents
other staff members from answering other calls.
Is it standard practice that a Manager does not know if what the "Public" email is for AT?
No, our general email address is [email address].
Can a manager refuse to provide an e-mail address for Public use to send queries?
A manager should not refuse to provide a public email address.
Are managers familiar with their own organizations contact information?
Yes.
Is it standard practice for a Manager to refuse to provide their "First" name? How about their last name?
Managers should provide their first name. Staff are not expected to provide their last name.
Could you please also provide a full list of "Training Modules" that Contact Centre Manager's have taken in the year
2025?
Please see below for a list of the completed training for 2025 for our Customer Care Contact Centre Manager
Career Conversations: Leading with Purpose in Uncertain Times
Managing our Information
Safey Always
Personal Safety and De-escalation Skil s Workshop
Contactless Payment – Contract Centre
DVFREE – A Domestic Violence workplace awareness module
Easy journeys for everyone
Community Connect Concession
Could you please provide a list of full names (first and last names) of management that operate in the Contact
Centre including their professional email addresses?
Henry Gray – [email address]
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
regarding this matter.
Ngā mihi,
Phil Wratt
Engagement Manager
Customer Care
