Fairer contract terms for public transport users
Issued 9 March 2018
Release no. 101
Fairer contract terms for public transport users in major cities
“Auckland Transport worked with the Commission to
either explain its business rationale for some clauses or
make changes to their contracts to make them fairer for
consumers. It amended more than 20 of its terms and
conditions, including extending the validity period of
unused AT HOP cards from 2 to 6 years and limiting the
blocking of cards in cases where passengers repeatedly fail
to tag off. Since the changes were implemented, we have
noticed a significant drop in the number of
complaints we are receiving about the cards.”
Ms Rawlings said the Commission is also pleased to see that at the end of 2017, Auckland Transport decided to automatically reverse payment of expired online top-ups to the credit or debit card used for the payment. Previously top-ups made online expired if they were not activated within 60 days and passengers had to contact Auckland Transport to reactivate the top-up. This was an issue the Commission received numerous complaints about.
Environment Canterbury has also indicated that it is updating Metrocard’s terms and conditions to limit situations where a Metrocard can be cancelled or confiscated without notice and allowing any credit balance to be transferred to a replacement card, before the expiry of a registered card.