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Total Mobility conditions of use Total Mobility conditions of use

Your Total Mobility AT HOP card gives you access to both the Total Mobility scheme and Auckland Transport's accessible concession.

There are terms and conditions that apply to both schemes and how you use your card.

For use of your Total Mobility AT HOP card for public transport travel, please refer to the accessible concession information and the AT HOP card terms of use.

Carefully read the conditions set out below before using your Total Mobility AT HOP card for travel under the Total Mobility scheme.

Last updated: 1 July 2020. Find out about this update.

1. Total Mobility AT HOP Card for travel under the Total Mobility scheme

1.1 Accepting conditions of use

By using your Total Mobility AT HOP card for travel under the Total Mobility scheme, you accept these conditions of use.

1.2 Conditions of use may change

These conditions may change from time to time. Auckland Transport (AT) will publicise any change to these conditions on its website and in the electronic Total Mobility newsletter.

2. Eligibility for a Total Mobility AT HOP Card

2.1 Eligibility

To be eligible to hold a Total Mobility AT HOP Card you must have an impairment that prevents you from undertaking any one or more of the following five components of a journey unaccompanied, on a bus, train or ferry in a safe and dignified manner:

  • Getting to the place from where the transport departs.
  • Getting on to the transport.
  • Riding securely.
  • Getting off the transport.
  • Getting to the destination.

2.2 Fluctuating need

People who meet the criteria for the Total Mobility scheme and who can use bus, train or ferry services some of the time, but not all of the time are eligible for the scheme.

Explanatory note: A person with low vision may be able to use scheduled public transport during the day time but may be unable to safely use public transport after dark. Such a person is eligible for the Total Mobility scheme.

2.3 Children's eligibility

Children who meet the eligibility requirements of the Total Mobility scheme can hold a Total Mobility AT HOP card to support their independent participation in the community in ways similar to other children of their age.

Explanatory note: AT will normally grant access to the scheme to children who are of intermediate school age or older. Children of this age are starting to travel independently of their care givers for activities such as visiting friends or going to the movies. Below intermediate school age children are unlikely to be allowed to travel by themselves and as such will not normally be able to hold a Total Mobility AT HOP card.

3. Using your Total Mobility AT HOP card


3.1 Approved taxi operators

You can only use your card with taxi operators and their drivers who have been approved by AT to participate in the Total Mobility scheme.

3.2 Booking a trip

You need to tell the taxi operator when you book a cab and when you enter the cab that you will be using a Total Mobility card.

3.3 Hailing a cab

If you are hailing a taxi, make sure you tell the driver before you start your trip that you will be using a Total Mobility AT HOP card and ask the driver to swipe your card.

Explanatory note: Your safety and dignity are important to AT. Not all drivers for our taxi operators have sufficient training to carry Total Mobility customers. If you fail to show your card to the driver before travelling, you may end up with a non-Total Mobility driver and you will need to pay the full fare.

3.4 Getting your trip recorded

Get your Total Mobility AT HOP card swiped by the driver at the beginning of your trip. Depending on the in-vehicle system used by the taxi some drivers may need to also swipe your card at the end of the trip.

3.5 Keeping your card with you

Do not leave your Total Mobility AT HOP card with the driver.

3.6 Your share of the fare

The TM Scheme works by providing a subsidy to pay some of the cost of your travel. The amount you pay for each trip will be reduced by the amount of the TM Scheme subsidy you are entitled to for that journey. You will need to pay the net cost (being the total cost of a full adult fare less the applicable subsidy) of your trip at the end of your journey. The maximum subsidy in Auckland is $60 for a single trip.

Explanatory note: For trips costing $80 or less, Auckland Transport pays a 75 percent subsidy off the full adult cash fare. For trips costing over $80, Auckland Transport will only pay a maximum subsidy of $60.

3.7 Carer support travel is included

A carer can travel in the taxi with you.

3.8 Multiple passengers holding a Total Mobility AT HOP card

Other Total Mobility AT HOP cardholders can travel with you in the taxi and only one card needs to be swiped to record the discounted fare. The exception to this is if more than one client is using a wheelchair hoist, in this case a hoist fee is charged per wheelchair hoist user.

4. Travelling with a wheelchair

4.1 Wheelchair travel

Transport requiring a wheelchair accessible vehicle should be pre-booked whenever possible, due to the high demand for such specialised vehicles in Auckland. Booking is essential in the evening, holidays and weekends.

4.2 Carer assistance

If you are using a wheelchair accessible vehicle and travelling with a carer, your carer may be asked to assist the driver in getting you safely into and out of the vehicle. Securing the wheelchair safely in the vehicle is, however, the responsibility of the driver. If you are the carer support of someone in a wheelchair, please ensure their chair belt is fastened before entering the hoist.

5. Restrictions on use

Your Total Mobility AT HOP card is provided to support individuals with a long-term impairment that prevents them using scheduled public transport services to access appropriate transport to meet their daily needs. You can use your Total Mobility AT HOP card to travel for almost any purpose.

Total Mobility is not a chauffeur service, however, and does come with some restrictions on use.

5.1 Responsible use

You must use your Total Mobility AT HOP card in a responsible manner including taking the most efficient route and minimising use where possible.

5.2 Defining a trip

An eligible trip is from Point A to Point B; a round trip from Point A to Point A does not qualify for a Total Mobility subsidy.

5.3 Taxi waiting times

The exception to this rule is that you can ask a driver to wait for up to five minutes at a destination and it will still be counted as one trip.

Explanatory note: For waits longer than 5 minutes it is normally cheaper to pay any additional flag fall fee from the operator, rather than keep the meter running.

5.4 No shared cards

You are required to travel in the taxi when you use your Total Mobility AT HOP card. You cannot allow other people to use your card.

5.5 Travelling companions

You can have others in the taxi with you, but the purpose of the trip must be for your own travel, not the other passengers.

Explanatory note: Taking family members in the taxi with you to go to a family picnic is acceptable usage, but you cannot use your Total Mobility AT HOP card to take a family member to their place of work.

5.6 Claimed trips

The maximum subsidy per Total Mobility trip is currently set at $60 (January 2024). It is not acceptable use to repeatedly undertake trips claiming at or near the maximum subsidy, then stop the taxi and start a new journey within a few minutes of the previous trip ending. If you are using your Total Mobility AT HOP card in this manner, AT may decline to pay any subsequent subsidy amount. You will be liable to the operator for this amount.

Explanatory note: For example, a trip from Highland Park to Manukau Central with a subsidy of $60, followed a minute later by a trip from Manukau Central to Kingsland claiming another subsidy of $60 is not acceptable use.

5.7 Multiple taxi trips in one day

You can book your first driver to make one additional journey e.g. your return journey. All other trips must be booked through the taxi operator's centralised booking and dispatch system. If you do not book the remainder of your trips that day through the operator’s booking system AT may decline to pay the subsidy on these trips. You will be liable to the operator for these amounts.

5.8 Restrictions on drivers

You cannot use your Total Mobility AT HOP card if the taxi driver is a family member or friend.

5.9 Work related travel

You can use your Total Mobility AT HOP card to travel to and from your work as such travel is normally paid by the employee.

Explanatory note: You cannot use your Total Mobility AT HOP card for work related travel e.g. visiting a customer, as this travel is the responsibility of the employer.

5.10 Rest homes, private hospitals, and organisations

If you’re a resident of a rest home or private hospital or part of an organisation, you cannot use your Total Mobility AT HOP card for transport to activities organised by the home, hospital or organisation.

5.11 Other government schemes

You cannot use your Total Mobility AT HOP card for transport services that are more appropriately the responsibility of other government agencies such as the Accident Compensation Corporation, District Health Boards or the Ministry of Education.

Explanatory note: If you are accessing treatment or rehabilitation and the health service provider will fund your transport it will be cheaper for you than using your own Total Mobility AT HOP card. The Ministry of Education Specialised School Transport Assistance (SESTA) scheme also funds travel to and from school for qualifying children. If your child qualifies for SESTA it will be cheaper for you than using Total Mobility.

5.12 Two or more funding sources

If you are receiving a contribution from another government agency specifically for your travel, please contact AT phone (09) 366 6400 prior to your journey to check whether you can still use your Total Mobility AT HOP card.

5.13 Companion Services

The Total Mobility AT HOP card can only be used for transport services from A to B. Some taxi operators offer companion services, these services are not funded by the Total Mobility scheme.

5.14 Collecting goods

You cannot ask taxi drivers to collect goods for you.

6. Looking after your Total Mobility AT HOP card

6.1 Care of your Total Mobility AT HOP card

Your card and card number are AT's property. They may not be copied or reproduced and may be retained by us at our sole discretion. You agree to immediately return or destroy your card when we ask you to.

6.2 Lost Total Mobility AT HOP cards

If your card is lost, stolen, damaged or faulty, we may issue a replacement card. To order a replacement card, contact your original disability support assessment agency. Alternatively, you can notify AT via the Contact Centre. Phone (09) 366 6400 to arrange a replacement card. You will not be eligible for a subsidy and will be required to pay the full fare for your travel until you obtain a new card (this may take up to 30 days).

6.3 Replacement cards

If you lose or misplace your card, or it is stolen, or if you know that your card is in the possession of another person, or believe that another person has used your card, you must immediately notify AT via the Contact Centre, phone (09) 366 6400 or fill in our online feedback form.

Full details on lost, stolen or non-functioning cards and your responsibilities are set out in the AT HOP card terms of use, sections 16, 17, 18 and 19.

7. Consequences of improper Total Mobility AT HOP card use

Nearly all our clients use their Total Mobility AT HOP cards within the intent and spirit of the Total Mobility scheme.

7.1 Cancellation or restriction of use of Total Mobility AT HOP cards

If you do not use your Total Mobility AT HOP card in accordance with these conditions, AT may:

  • cancel your Total Mobility AT HOP card.
  • impose a daily limit (either value or trip number) on your usage of the Total Mobility AT HOP card.
  • decline to pay the subsidy on trips where you have not complied with the terms and conditions. You will be liable to the operator for these amounts.

Clause 6 of the AT HOP card terms of use also gives AT, or its agent the right to retain your Total Mobility AT HOP card under certain circumstances.

8. Other Issues

8.1 Not using the card anymore

Any Total Mobility AT HOP card that has not been used for a period of three years or more may be cancelled.

8.2 Using another person's card

You cannot use someone else's card for your own travel. You will need to apply for your own card.

8.3 Moving out of the Auckland region

If you move out of the Auckland Council area you will no longer be eligible for the Auckland Transport Total Mobility Scheme. Total Mobility operates in most other parts of the country and on request we can transfer your membership to the regional council where you are moving to.

9. Privacy

9.1 Customer Privacy Policy

Where we collect personal information from or about you in order to provide you with a Total Mobility AT HOP card or through your use of a Total Mobility AT HOP card, the Customer Privacy Policy available on AT's website will apply. For an explanation of AT's practices and policies relating to the collection, use, and storage of your personal information, please refer to the Customer Privacy Policy, which forms part of these conditions.

  • AT will also use the information you provide to establish your eligibility for the Total Mobility scheme.
  • AT will also use the contact information you provide to tell you about any future changes to the Total Mobility scheme and to provide you with other information it considers relevant to your travel under the scheme.
  • Information about you will also be collected by the disability support assessment agency that prepares your application for the Total Mobility Scheme. Information relevant to your eligibility for the Total Mobility scheme and your contact details will be passed to AT. Access to this information will be by the agents, employees or representatives of AT and your disability support agency. When required for audit purposes, information may be accessed by the agents, employees or representatives of the New Zealand Transport Agency and Audit New Zealand, or any Crown entity performing similar roles.
  • If you do not provide the information requested, your disability support agency will not be able to register you as a member of the Total Mobility scheme and you will not be eligible for any subsidy.

Updates

1 July 2020

We have updated our Total Mobility conditions of use with most of the changes intended to improve the readability of the conditions of use and are part of our wider efforts to improve the accessibility of the information we provide.

We have also updated conditions surrounding the misuse of the scheme so that we have better tools to address clients who misuse the scheme.

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