Provider communication responsibilities:
- Contact methods
- Community events/engagement
- Education Plan/Program
- In-vehicle info
- Operation rules
Required: 24-hour communication channels for users, including a clearly advertised telephone number provided on their website, apps and scooters, and must also have a complaint handling process. Operators must have a clear plan in place to be able to respond to queries and complaints to minimise escalation to Auckland Council.
Operators will run ambassador programmes to provide their users with information that includes but is not limited to, good user behaviour, safety advice and incident reporting education, and to inform them when they are not adhering to terms and conditions of use. They will also have a process for managing non-compliance of their terms and conditions by users.
Terms and conditions of use must be agreed by users when they use the e-scooter equipment and these terms must promote safe and legal riding or scooting, and good parking behaviour. The operator must provide the user with New Zealand regulations but can also advise their own additional safety recommendations.
Operators must have systems in place that incentivise good riding and parking behaviour and penalise non-compliance by users.
Data Specification Requirements:
All personal information must be collected, processed and stored in accordance with the requirements of the New Zealand Privacy Act 1993. It is a requirement that anonymised data collected by the operator is shared with Auckland Council to assist with transport planning and reporting, including ongoing network planning, management of the dockless e-scooter share scheme and cycle facility improvements.
The usage data is to be provided in an agreed format, preferably in Mobility Data Specification (MDS) format. This is to be sent to or available for Auckland Council to access whenever requested or to an agreed reporting schedule. Operators shall provide Auckland Council with real-time information on the entire fleet through a documented application program interface (API) from day one. The data to be published to the Auckland Council API will include the following information in real time for every parked scooter:
Scooter identification number
Availability start date
Availability start time
Date of last service
Time to next service
Auckland Council reserves the right to display information about e-scooter share operators on their websites.
Operators will also be required to submit the following reports:
• weekly reporting of incidents, investigations and corrective actions in Auckland.
• weekly consolidated reporting of incidents, investigations and corrective actions in other NZ markets where the licensee operates.
• immediate reporting of actual or potential systemic hardware and software issues in other jurisdictions where the operator is present
• monthly reporting of safety initiatives undertaken in all NZ markets where the licensee operates; including system and process changes, user education and engagement activities, communication and messaging including in-app messaging.
• complaints and response times logs
• monthly reporting of maintenance program and any issues arising, including the number of
e-scooters which have not been subject to a full maintenance inspection during the period
• monthly update of a comprehensive safety risk registers and any new issues or change in
status of existing issues.
• Operators must provide quarterly reports of their analysis of reported incidents and safety
performance data and identification of how this is informing improved safety performance.