We handle calls every day on topics like driver licensing, road tolling, motor vehicle registration, the state highway network and other general queries.
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.
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.
Recording automatically stops when the call is:
You can contact us by post or email instead.
Calls are recorded using Genesys Cloud call recording software. The recordings are stored securely for up to 18 months after the date of the call. After 18 months the recordings are securely destroyed.
Genesys Cloud privacy policy(external link)
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.
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.
