The Total Mobility process is broken - and no one seems bothered

Last week I undertook that ritual disabled people know all too well - I had to attend an appointment to once again prove I am still disabled.

I put myself through this ordeal in order to prove I qualify for a Total Mobility Auckland Transport HOP card. For the uninitiated, the Total Mobility card - or TM card as most of us call it - gives you a discount on public transport and taxis. 

I had to go in person to my local CCS Disability Action office and answer some questions, then pay a $35 fee for the assessment. I was in and out within 20 minutes - and yay, I passed. I’m still disabled, duh.

While I normally drive, I want the option to take the bus if I feel like saving the planet that day. So why do Auckland Transport make it so difficult for disabled people to get a card in the first place? Not only is the process of going in person such a hassle, but the whole ‘convincing the assessor I’m disabled enough’ always makes me feel icky. Disabled people have the option of paying extra for a home assessment, but why should we have to pay for a process to be made accessible?

The only explanation I can imagine for this level of bureaucracy is to prevent people taking advantage of this system and claiming benefits they aren’t entitled to. While this is a worthy intention, surely things don’t have to be made this difficult for us to prevent fraud? 

According to Auckland Transport, debates over a person’s eligibility for a TM card were “infrequent”, and they hold no information on the number of people who are declined on their initial assessment. 

Asked why the assessment had to be done in person, Auckland Transport said it tried to make the process “as simple as possible” but needed to ensure “some protections against misuse”. There needs to be an assessor in person to “ascertain whether a person with impairments is eligible for the Total Mobility scheme”. The role of the assessor was to guide and confirm the information given by the person “is accurate”.

Applicants can’t do their assessments online because it was “outside the Waka Kotahi guidance”, said Auckland Transport. While it was possible during Covid lockdowns, as soon as face to face assessments could happen this temporary process was discontinued. 

Pushed on the suggestion that this process was not accessible for disabled people, Auckland Transport said the Total Mobility scheme was under review through the Ministry of Transport, and the way the scheme works might change in the future. And although the Public Transport Accessibility Group raises issues about accessible transport, Auckland Transport were at pains to point out this group was “not the final approver”.

So no change in this laborious process - for now. 

If you’re about to embark on your own Total Mobility Card scheme application, as good disabled friends here’s some advice: 

• Emphasise your disability and access needs
• Focus on how accessing a card would improve your independence and safety
• Tell them you need transport to get to medical appointments
• Tell them you use transport everyday
• And be prepared for a photo!