18 May 2026
File Ref: OIAPR-1274023063-50313
Miss M Quicken
By email:
[FYI request #34668 email]
Tēnā koe Miss Quicken
Request for information 2026-202
I refer to your request for information dated 9 May 2026, which was received by Greater
Wellington Regional Council (Greater Wellington) on 9 May 2026. You have requested the
following:
“
Dear Wellington Regional Council,
As part of the procurement strategy, Greater Wellington intends to rollout announcements at
other Wellington regional stations
These messages could be anything from next train departures to platform changes to Health
and Safety warning messages (e.g. Please stand back from the platform, Freight Train passing
through).
Greater Wellington will be leveraging existing suppliers to do this work.
Please provide:
A) Impact assessment on Sensory disabled transport users
It is known that loud announcements can disorient passengers given audio signals cannot be
filtered out but can only be added.
How is the council going to manage the unnecessary auditory overload and pointless
repetitive announcements that is the experience internationally where the announcements
lose value and people start to ignore those announcements in worst case ?
I understand it is to be event based but are you planning on ensuring that no automated
Wellington office
Upper Hutt
Masterton office
0800 496 734
PO Box 11646
PO Box 40847
PO Box 41
www.gw.govt.nz
Manners St, Wel ington
1056 Fergusson Drive
Masterton 5840
[Wellington Regional Council request email]
6142
announcements are to drive public transport users unable to use the services due to auditory
pollution that cannot be ignored.”
Greater Wellington’s response follows:
Your request has been assessed under the Local Government Official Information and Meetings
Act 1987 (the Act).
Context for audio announcements at outer stations
The introduction of audio announcements at rail stations is currently under consideration.
The availability of funding would influence the scope and extent of any system Metlink might
implement.
The introduction of audio announcements at rail stations would form part of Metlink’s wider
accessibility programme and is intended to improve access to public transport information for
all users, including blind and low vision passengers, people with accessibility needs, and all
customers during service disruptions. The system would also improve customer safety and
awareness, providing important operational and safety announcements at stations.
Metlink sought advice from an independent audio engineering company to establish audio
standards at stations. Any solution would be required to specifically consider the information
needs of all customers, including those who may experience stress or sensory overload
related to noise exposure. The system would also be required to account for station
acoustics, surrounding environments and adjust the volume based on the time of day. For
example, midnight to 6am – low volume, 6am to 9am – high volume, 9am to 3pm – medium.
Metlink would also be able to change the volume or schedule per site remotely.
Metlink acknowledges excessive or repetitive announcements can negatively affect some
passengers. Accordingly, the intention is to provide targeted operational, customer
information, and safety messaging where appropriate, instead of constant background
announcements. Targeted announcements relate to train arrivals and departures,
disruptions, platform changes, and safety notifications.
As part of further work, Metlink would also consider the implementation of an Auracast
solution. This would allow passengers to choose how they receive information while using
public transport. Customers using headphones/earbuds that are Auracast capable can
choose whether or not to listen to announcements and set the volume for their level of
comfort.
The project forms part of commitments under the Metlink Public Transport Accessibility
Charter 2021 to improve accessibility and customer experience across the rail network.
Page 2 of 3
Impact Assessment
We have not completed any impact assessment for Sensory disabled transport users. We are
therefore refusing your request for any impact assessment for sensory disabled transport
users in regard to this project under section 17(e) of the Act in that the document alleged to
contain the information requested does not exist or, despite reasonable efforts to locate it,
cannot be found.
When refusing under this section we are required to consider consulting the requester. We
have considered this and do not believe that consulting with you would change our decision to
refuse to provide the information to this request.
If you have any concerns with the decision(s) referred to in this letter, you have the right to
request an investigation and review by the Ombudsman under section 27(3) of the Act.
Please note that it is our policy to proactively release our responses to official information
requests where appropriate. Our response to your request will be published shortly on Greater
Wellington’s website with your personal information removed.
Nāku iti noa, nā
Samantha Gain
Kaiwhakahaere Matua Waka-ā-atea | Group Manager Metlink
Page 3 of 3
