Privacy & Terms of Use
Kāinga Ora collects personal information for the purpose of carrying out its statutory functions and powers under the Public and Community Housing Management Act 1992, the Residential Tenancies Act 1986 and the Kāinga Ora – Homes and Communities Act 2019.
By using this website, you agree that we may collect information about you and your household. We collect this information in accordance with the Privacy Act 2020 and our Privacy Policy. Alternatively please click on link below to download a PDF version of Privacy Policy document.
https://kaingaora.govt.nz/assets/About-us/Kainga-Ora-Privacy-Policy.pdf
Under the Privacy Act 2020, you have the right to ask to see all information we hold about you and to ask us to correct or update that information. You are responsible for promptly informing us of any change of your personal details. To ask to see the information we hold about you, or for any other privacy questions, contact: enquiries1@kaingaora.govt.nz
MyKāingaOra users are responsible for entering and verifying their own correct bank account details. Please take the time to carefully check the bank account details you are entering are yours and correct. However if you think you made a mistake updating your bank account details, please contact Kāinga Ora Customer Service Centre on 0800 801 601 Monday to Friday 8am to 6pm and we will try to help.
MyKāingaOra can display information in multiple languages excluding Kāinga Ora letters, account statements, and maintenance information. KāingaOra cannot process requests in other languages - please use English for all submissions via MyKāingaOra, including: maintenance requests, contact information, survey responses, and feedback or call us on 0800 801 601. If there is any inconsistency between the English version of MyKaingaOra and a translation, the English version prevails.
Please remember that we will never:
We may email or send SMS messages to you directly such as activation codes or temporary login for our digital portal.
While we take all reasonable steps to make sure emails and SMS messages have the highest chance of successful delivery, we can’t guarantee delivery because of things we can’t control, like incorrect or out-of-date email address, mobile numbers or network outages.
Customers are able to use our online service, MyKāingaOra at little or no cost from their mobile phone or digital device. This service is available on Spark, Skinny, Vodafone, 2Degrees and Warehouse Mobile networks.
Customers need to ensure their mobile data is turned on. Kāinga Ora have removed the cost wherever possible, but we do make use of website add-ons that will use a very small amount of customers’ data (if they have some). In most cases, this will be less than a cent of data allowance per visit.
If you do not have any data on their device, they will still be able to use our online service, MyKāingaOra, for free.
Other online services that are almost free include:
It has been estimated that at least 90 per cent of our customer’s mobile phones are connected to Spark, Skinny, Vodafone, 2Degrees and Warehouse Mobile. They will be able to take advantage of this initiative from anywhere in New Zealand.
Any mobile phone, smartphone or digital device that can access the internet on the mobile network of one of our partner providers, can access Sponsored Data.
As some services on our website are not directly hosted by Kāinga Ora, we have been unable to reduce the costs associated with these services.
If your mobile data provider is a reseller of data from another telecommunications company, customers will be unable to access Sponsored Data.
As at March 2020, these providers are not covered with Sponsored Data:
We are hoping at a later stage, to include some of these companies.
The services listed below are not directly hosted by Kāinga Ora. Due to this, we have been unable to reduce the costs associated with these services.
We will assess each maintenance request that is received from a customer. We may decide at our own discretion whether to undertake the maintenance requested or to decline to do so.
Responsibility for the costs of any repair can be assessed by either us or our contractors before and/or after maintenance work is undertaken. Depending on the circumstances, you may be charged for the full costs of the repairs / work.
By using our application, you agree not to send us any content which is (or could reasonably be expected to be) inappropriate.
Examples of inappropriate content include:
If you send this kind of content to us, we may not be able to process your maintenance request. If you upload an image which is extreme or identifies illegal activity, then we may refer your communication to the Police. We may also not process vexatious (repeated or frequent unwarranted) requests. You will be notified of our decision not to process your request or in extreme cases, that we have forwarded your communication to the Police.
We collect personal information you provide to us directly from you when you make a maintenance request. You are responsible for promptly informing us of any change to your maintenance request.
We collect information you provide us for your maintenance request in accordance with these Terms and Conditions and our privacy statement, which is available here.
If you make a maintenance request electronically, we may collect information relating to that request via cookies. We use cookies to improve your experience of our websites. Cookies are small text files which are stored by your device when you visit most websites. Cookies do not collect personal information but information which improves functionality and allows targeted marketing of products and services based on visitor preferences.
Google Analytics, a web analysis tool, is incorporated into this website. Google Analytics records the following information when you visit our site:
This information is stored in a Google server. Only authorised staff within our agency can access the information. Our staff are bound by a strict privacy policy. Google Analytics also operates within a privacy policy.
View Google's security and privacy principles for Google Analytics
We may also collect other data including login methods, system performance etc to help us understand the application’s performance. We are constantly on the lookout for any suspicious/malicious activity.
We use the information you provide us to process your maintenance request. The information you provide us allows us to assess each maintenance situation and provide a better understanding of the work requested of our contractors. We may disclose your information to our contractors where necessary. We also use this information to assess whether our staff or contractors are able to attend at your property safely to undertake the required maintenance work.
If you do not provide the information requested we may not be able to process your request, or process it fully.
Under the Privacy Act 1993 you have the right to ask to see all information we hold about you and to ask us to correct or update that information.
To ask to see the information we hold about you, contact:
Enquiries Kāinga Ora
PO Box 2628
Wellington 6140
Email: enquiries1@kaingaora.govt.nz
An arrangement can be made to help you pay back your debt in a manageable way. After creating an arrangement, we will share your information with your Housing Support Manager who may be in contact with you to check that the arrangement is working for you. We will also use your anonymised data for internal reporting purposes and for monitoring the use of this service. Once you have agreed to make a payment arrangement, you need to ensure that you set up the payment method and that the correct amount is paid at the time you have agreed to - please see the wellbeing section to learn more about budgeting and setting up repayments with your bank. If an arrangement isn’t working for you, please call us on 0800 801 601 between 8AM and 6PM, Monday – Friday.