Brown slams NZTA phone delays

Figures released to Pakuranga MP Simeon Brown show the time people spent waiting to speak on the phone with Waka Kotahi NZ Transport Agency is 26 times longer than it was five years ago.

Brown, the National Party’s transport spokesperson, says in October 2017 the average wait time for the agency to answer a phone call was 40 seconds, but by October last year the average wait time had “skyrocketed” to more than 18 minutes.

“This is an unacceptable blowout, especially as NZTA added 1000 staff in the past five years.

“It is essential Kiwis can efficiently contact NZTA. Issues range from reporting major road hazards and potholes to licensing, registrations and warrant of fitness queries.”

In response, Waka Kotahi NZTA senior manager Sue Hardiman says: “While our general public service has averaged 18 minutes in call wait times, we have a prioritised service for urgent reports of issues on the state highway network.

“The average wait time for this priority queue in 2022 was 39 seconds. This shows critical calls are answered promptly.

“Our customer services team has been experi- encing high vacancies over the past two years, which is when the largest increases in call waiting times have occurred.

“It’s been challenging to recruit the number of staff required because of Covid-19, the more recent low unemployment rate, and the competitive labour market.

“Another recent factor has been an increase in call complexity which places more demands on senior staff.

“Our customer service teams work hard to assist callers as quickly as possible. We thank callers for their patience and understanding as we work to improve our call waiting times.”