Motu Move Privacy Policy

1. Introduction

Motu Move is New Zealand’s national public transport ticketing and payments system, delivered by NZ Transport Agency Waka Kotahi (NZTA) partnering with Public Transport Authorities.

This Motu Move Privacy Policy describes how and when we collect personal information, how we use and share personal information, and how you can access or ask for your personal information to be corrected.

This privacy policy should be read in conjunction with the Motu Move User Terms and Conditions.

Initially, only some of Motu Move’s features, functionality, and customer service options will be available. If a paragraph in this privacy policy refers to a feature, functionality or customer service option which isn’t yet available through Motu Move, then the relevant part of that paragraph will be read as though the feature, functionality or customer service option wasn’t included in that paragraph. For example, Motu Move will start in 2024 by accepting only debit and credit cards for payment, adult fares only will be available, the Motu Move website will display information only and you can access your travel history only by calling the contact centre.

As other Motu Move features, functionality, and customer service options become available for you to use, which can include (in no particular order) the Motu Move app, Motu Move cards, Motu Move tickets, creating a Motu Move account, concessions, and other customer service options, the parts of the paragraphs in this privacy policy that relate to those features, functionality and customer service options will apply.

You can read the latest updates on the Motu Move website.

2. When this privacy policy applies

This privacy policy applies to any personal information collected by, processed through or used for the purposes of Motu Move.

This privacy policy applies in relation to the personal information we collect during any interactions you have with Motu Move, including when you do any of the following:

• tag onto a public transport service (bus, train, or ferry) using a debit, credit or Motu Move card
• buy or top up a Motu Move card
• buy or use a Motu Move ticket
• view or use the Motu Move website or app
• create a Motu Move account
• contact the Motu Move contact centre or an authorised service centre
• interact with any Motu Move social media channels.

When using Motu Move you may see links or references to other websites or apps. This privacy policy does not apply to those other websites or apps. We take no responsibility for the privacy practices of other websites or apps.

3. How to contact Motu Move

You can contact the Motu Move team through:

• the Motu Move contact centre with the telephone number 0800 66 77 88
  and, once the following contact options are available for Motu Move, through:
• www.motumove.govt.nz
• the Motu Move app
• an authorised service centre.

4. Defined terms

In this privacy policy:

Authorised means authorised by us.

Motu Move means the system described in section 1 of this privacy policy, and includes the Motu Move equipment, website, app and Motu Move card.

Motu Move account means an account created through the Motu Move website, app, Mou Move contact centre or authorised service centre.

Payment method means the specific authorised payment method that can be used on Motu Move for travel.

Personal information means any information about an identifiable individual, and includes Travel History.

Public Transport Authority means the relevant council or council controlled organisation listed in section 5.

Travel history means information about the past travel taken on a public transport service that uses Motu Move, where a debit, credit or Motu Move card was used to tag on.

We, us and our means NZTA Waka Kotahi and each Public Transport Authority.

You and your means the person who interacts with Motu Move.

A reference in these Terms to a debit or credit card means a debit or credit card issued by Visa, Mastercard, and/or an American Express card.

5. How organisations involved with Motu Move access your information

NZTA and Public Transport Authorities are partnering to deliver Motu Move as a ticketing and payments system for public transport in New Zealand. Motu Move will be operational in a region once the relevant Public Transport Authority transitions onto Motu Move. The Public Transport Authorities that are working on transitioning onto Motu Move are Auckland Transport, Bay of Plenty Regional Council, Environment Canterbury, Gisborne District Council, Greater Wellington Regional Council, Hawke’s Bay Regional Council, Horizons Regional Council, Invercargill City Council, Nelson City Council, Northland Regional Council, Otago Regional Council, Taranaki Regional Council, and Waikato Regional Council.

NZTA and the Public Transport Authorities can access your personal information, in the following ways:

• NZTA can access your personal information for the purposes of operating Motu Move.
• A Public Transport Authority can access your personal information when you travel in its region, and it can use your personal information only in the ways set out in this privacy policy or in the ways set out in its own privacy policies.
• A Public Transport Authority can access personal information about you when you travel in other regions only if this is necessary for the purposes of delivering Motu Move or helping you.
• A Public Transport Authority can access personal information about you when you authorise it to do so and within the bounds of that specific authorisation.

6. The personal information we collect

The personal information that will be collected for Motu Move will depend on how you use Motu Move and the public transport service.

We can collect the following personal information:

• information about the payment method you used to tag on and tag off the public transport service
• travel history, including your tag on and tag off locations and the date and time you travelled
• transaction history of payments to or purchases made through Motu Move and fares charged
  recordings of telephone calls and copies of other communications with or from you about Motu Move
• records of your activity when you use Motu Move equipment such as card readers or ticket machines
• records of your activity on the Motu Move website or app, or social media channels
• payment information, including but not limited to the payment method you used on Motu Move, and bank account information (note, we comply with industry standards about storing payment card numbers)
• notification preferences
• information from your computer or device in relation to your use of Motu Move, including but not limited to the IP address, domain name, browser type, activity logs, cookie and browser identifiers and location identifiers (for more information about website analytics see paragraphs 85-86 of the Motu Move User Terms and Conditions)
• information we create about your communication with us, like evaluations of your interactions with Motu Move.

If you choose to create a Motu Move account, the information we can collect includes:

• name
• email address
• address
• telephone number
• payment method information
• other information or preferences that are given as part of the account creation process.

If you apply for and/or receive a concession, the information we can collect includes:

• name
• email address
• address
• telephone number
• identification number such as a student ID or MSD client number
• date of birth, if required for a specific concession type
• other information required to assess your concession application.

7. How we use your information

We can use the personal information collected for Motu Move to deliver the Motu Move service, in the following ways:

• processing tickets and payments for public transport services
• providing you with products and services you request
• assessing your eligibility to receive concessions and managing ongoing use of or eligibility for concessions
• providing you with support, notifications, reminders and offers in relation to Motu Move, in accordance with your notification preferences
• providing you with information you’ve requested
• offering you public transport products and services that we consider may be of interest to you, in accordance with your notification preferences
• managing NZTA’s and/or the Public Transport Authorities’ relationship with you and/or with their operators, service providers, and concession organisations
• for debt collection and enforcement purposes
• addressing a complaint or enquiry that relates (or may relate) to you, including investigating the complaint and/or involving any relevant third party
• complying with or enabling enforcement of the law and/or your contractual obligations, or investigating an actual or suspected breach e.g. if you try to avoid paying a fare when due
• maintaining and improving Motu Move products and services
• for various purposes, including statistical analysis, improving services, setting policy and conducting research, using aggregated and anonymised information
• for general administrative and business purposes
• otherwise as permitted or required by law.

If we intend to use your personal information for any purpose not covered by this privacy policy, we will inform you of this purpose at the time we collect this information, or we will ask for your consent to use it in this way.

8. Who we share your information with

Your personal information collected for Motu Move can be shared with:

• organisations involved in providing or authorising a concession on a public transport service, where you have applied for that concession through Motu Move
• government agencies to obtain funding for concession travel
• organisations that offer travel benefit schemes, such as employers
• our service providers and suppliers and their relevant subcontractors
• our contractors who help provide website services, engagement or research activities
• our agents, professional advisors or others who have a reasonable need to access your information for any of the purposes described in this privacy policy
• courts, tribunals and regulatory bodies for the purposes of investigating and/or detecting breaches of legislation or any contractual terms between you and us
• others if disclosure is required or permitted by law, including for law enforcement purposes, to facilitate court proceedings, to enforce or apply our Terms and Conditions, or
• to protect our business, customers, or others
• any other person, if we have your consent.

Otherwise, we won’t share your personal information with any other parties. We may share aggregated and anonymised information with others, for example through any open data agreements we have.

9. How we keep your information secure

Protecting your personal information is a priority for us. Our systems are protected by such security safeguards that are reasonable in the circumstances to prevent the loss, misuse and alteration of information under our control. Our systems are monitored, analysed and audited, and our staff receive training to help ensure that your information remains secure and is not misused.

We use trusted third-party providers to store and process personal information. Some of these providers may store personal information, or access it from, outside New Zealand. We take all reasonable steps to ensure that information about you which is stored or processed by our third-party providers is protected from loss, unauthorised access and disclosure, or any other misuse.

We only keep your information for as long as we need it for the purposes we collect it, or as required or permitted by law.

10. Accessing, correcting and updating your personal information

If you have created a Motu Move account, you can access and update your information by logging into your account on the Motu Move website or app.

If you have not created a Motu Move account, you can use the Motu Move website or app to check basic travel history for a debit, credit or Motu Move card by entering the card number.

You can also make an access or correction request about your personal information processed through Motu Move by calling our Motu Move contact centre or visiting an authorised service centre. Please note, however, that if you have not created a Motu Move account, we may not be able to release any more information to you about a specific debit or credit card or Motu Move card than you can access online.

In some cases, we may refer you to another agency if they collected and/or hold the information.

11. Making a privacy complaint

If you have a complaint about how we have handled your personal information, send us an online enquiry, call our Motu Move contact centre on 0800 66 77 88, or write to us at:

Privacy Complaints
Waka Kotahi NZ Transport Agency
Private Bag 6995
Wellington 6141 

If you make a complaint to us and you’re not satisfied with the way we’ve handled it, you can raise it with the Privacy Commissioner. The Privacy Commissioner’s contact details are:

Office of the Privacy Commissioner
PO Box 10094
The Terrace
Wellington 6143
New Zealand
0800 803 909
www.privacy.org.nz(external link)

12. Protecting your information

Basic travel history for the card used on Motu Move can be checked online by providing the relevant card number, without being linked to a Motu Move account. Anyone who has the card number you used on Motu Move can access this basic travel history, unless you have linked that card to a Motu Move account.

In time, you will be able to create a Motu Move account and link any debit, credit or Motu Move cards with that account. You will need to use a secure login for your customer account to access the information on your Motu Move account that is linked to those cards.

If you create a Motu Move account, you must keep all Motu Move usernames and passwords secure and confidential and not disclose them to any third party. This includes:

• choosing a password that only you know and can’t be easily guessed
• not telling anyone your password
• not allowing anyone to see or record your password when you enter it
• changing your password regularly
• regularly monitoring your account and reporting any unauthorised use or suspicious transactions to Motu Move
• immediately changing your password if you think someone else knows it.

13. Changes to this policy

We can change this privacy policy at any time and changes will take effect immediately. By using Motu Move you agree to the latest Motu Move Privacy Policy on our website (www.motumove.govt.nz).