Personal information collected

We collect personal information to carry out our business activities and run our services, including offering and providing services to you.  We collect name, address, email, phone number and may collect delivery information, travel details, login details to any account you hold with us and any other information that you provide to us during our interactions with you.  We may collect information from you in the following ways including:

  • when you deal with us via phone, email, mail, website, social media (such as via Facebook or Twitter) for instance when enquiring about or purchasing our services, or providing services to us;
  • when you apply for a job with us; and
  • when you are on KiwiRail premises or travelling with us, and when on our stations, terminals, trains or ships we may collect CCTV footage of you.

If we are unable to collect your personal information, we may not be able to provide our services to you.

Use of information

We collect personal information for purpose of:

  • delivering our services, and marketing or promoting them to you;
  • communicating with you including answering questions or providing information or advice;
  • for administrative and operational activities associated with our business activities and running our services;
  • complying with laws or regulations or to comply with any requests or directions given by regulators or authorities;
  • investigating a breach of any of our terms and conditions or any suspected unlawful activity and for fraud, loss and theft prevention activities; and/or
  • anything permitted by law.

How we hold and share your personal information

KiwiRail will take all reasonable steps, including industry standard security measures, to protect your personal information from misuse, loss and unauthorised access, modification or disclosure.  We will hold your personal information as long as is required for the purposes for which it was collected or for as long as is necessary for KiwiRail to comply with its legal obligations. KiwiRail is a state-owned enterprise, and we are obliged by law to retain and archive information (which may include information about you) for the public record.  We may make copies of your information for processing and backup purposes.

Any personal information held by KiwiRail about you will only be disclosed to our staff or our service providers (such as IT or internet service providers) for the purposes above.  Your personal information will be accessible only on a "need to know" basis to undertake the above activities.

Where service providers are required to transfer or access personal information from countries other than New Zealand, we will take reasonable steps to ensure that they can meet our privacy and security expectations.

KiwiRail will not disclose personal information about you to other people except where:

  • your consent is obtained;
  • the information is disclosed in a way that you cannot be identified;
  • disclosure is to a Government agency with legal authority to collect it;
  • disclosure is necessary to prevent an imminent threat to health or safety;
  • disclosure was the purpose of collecting the information; or
  • the information was collected from a public source.

Cookies and identifiers

We use cookies and identifiers on our website to ensure a more streamlined online experience. We may use temporary (session) cookies or permanent cookies when devices access our website, which allows us to recognise individual browsers and track the web pages visited and web pages the device has navigated from. Outlined below are some other reasons we use cookies:

  • To keep track of webpages viewed, so that we can send directly or through third party service providers, information and advertising about services we think may be of interest.
  • To measure traffic patterns, to determine which areas of our website have been visited, and to measure transaction patterns, produce data of web traffic and customer web activity through our website.
  • To research and analyse habits so that we can improve our services and online content and customise this to individuals.
  • To operate our website efficiently with a high level of functionality.
  • To measure the effectiveness of our marketing initiatives, measure the number of advertising referrals we have received to our website from other websites.

We also allow third parties to place cookies and other identifiers on our website to collect information on your browsing history.  The third parties use the information for marketing or advertising purposes and to display customised or targeted promotional, marketing or advertising material on our website and on other websites or social media sites that you visit.  Currently third parties include Google Analytics and Facebook

A.    Remarketing

We supply cookie information (from your browser) about your browsing history on our website to the following remarketing providers (current as at the date of this Privacy Notice and may change from time) Facebook and Google

B.    Opting out from cookies, analytics and remarketing

You can

  • Find out how to adjust or opt out of Google delivered personalised advertising here
  • See: Opt out of VMO cookies Open our website in your browser’s “incognito” or “private” mode (this deletes cookies when your browsing session ends)
  • Use the Digital Advertising Alliances’ Consumer Choice tool to opt out of DAA advertising
  • Remove cookies from your browser by clearing your cookies
  • Block cookies by changing your browser settings although this may limit the functionality of our website.   

Contact our Privacy Officer

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. KiwiRail will disclose personal information held about you to you if it can be readily retrieved unless there is a good reason under the Privacy Act 2020 for not doing so including that disclosure would breach someone else’s rights to privacy or would breach the law. We may charge you a reasonable fee for providing this access.  If you are an EU resident you can request we stop using or erase your personal data.

If you’d like to ask for a copy of your information, or to have it corrected, or if you have any privacy concerns, please contact the Privacy Officer at  or Private Bag 92138, Auckland 1142, New Zealand.  You may can complain to the New Zealand Privacy Commissioner.  If you are in the European Union, please contact your country’s data protection authority.  Data protection authorities can then contact our EU representative