Getting a $100 refund for an Auckland Transport HOP bus card

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We helped change Auckland Transport's HOP card policy and got one of their customers a refund of $100.

A complaint was made against Auckland Transport (AT) about its cancellation of a HOP card used, by commuters on Auckland’s public transport system. AT cancelled the card because the complainant hadn't tagged-off three times within two weeks and refused to refund their $100 balance.

Although AT had the authority to cancel cards when a customer failed to tag on and off – defined in the terms of use – most card holders didn't know AT would claim the credit left on the card. This issue mostly affected unregistered cards, with registered cardholders receiving a text message when they forgot to tag off.

The Ombudsman decided that AT had acted unreasonably and recommended that it apologise to the complainant and refund them the full $100. As a result of the Ombudsman's intervention, AT also changed their policy so card holders are now refunded the balance on any cancelled cards, which has resulted in fewer complaints.  

Read the full case note

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