Frequently Asked Questions
Who is eligible for the card?
To be eligible for the card, you will need to provide evidence that you have a physical, or mental impairment that has a substantial and long-term effect on your ability to carry out normal day-to-day activities.
Your card can have up to nine barrier icons depending upon the additional information you provide us about your accessibility challenges. For information about these barriers see our Icon Guide
Is the card nationwide?
Yes, we have partnered with over 300 businesses and organisations from Kaitaia to Invercargill. You can find a list of participating organisations and businesses in our Directory Please check this list regularly as it is updated regularly.
In addition, your Hāpai Access Card can be used at the major theme parks in Australia as well as at over 1,600 locations in the UK and Europe thanks to our partnership with the UK Access Card
I have a Bay Venues Disability Access Membership - what happens now?
You will need to apply for a Hāpai Access Card before 1 July 2027 as your Bay Venues Disability Access Membership will expire on 30 June 2027. You can apply for a Hāpai Access Card using the online form below:
How much does a Hāpai Access Card Cost?
Cards cost $51.75 for 3 years. If you are a Bay Venues Disability Access Member, please refer to your email for details of the cost and duration of your initial Hāpai Access Card.
Will my Bay Venues Disability Access Membership be automatically replaced with a Hāpai Access Card?
The short answer is no. The Bay Venues Disability Access Membership was aimed at getting people with disabilities doing activities in the community by offering discounts and concessions at their own facilities.
The Hapai Access Card is aimed at improving accessibility for people with a disability by working with businesses to remove, or reduce barriers, and displaying the information about participating businesses on the Hapai Access Card website.
The card itself shows the barriers that the cardholder has when in the community, and provides an easy way for businesses to know that the person has those barriers, without the person having to disclose personal details about their disability.
To be able to create this personalised card, the person with a disability has to produce evidence in the application process that they have those barriers. But the good news is that while working with businesses on accessibility, discussions are held about the potential for a discount, or concession. So you will find many places that provide both improved accessibility and a discount.
Why should I have to provide evidence?
It’s only appropriate for certain types of provider to ask for evidence – particularly those offering things like free Essential Companion tickets, concessions or discounts which you access remotely, i.e. over the phone or internet. The fact is that people, disabled and non-disabled, have in the past exploited some organisations' reasonable adjustments, and this ultimately means that disabled people with genuine needs suffer in the long run. We ask you for evidence to remove the need for other providers to ask for anything other than your card. For the Card to be taken seriously by providers, we have to make sure that we are making accurate decisions related to need and impairment; we only do this with enough information backing up the detail that you give in your form.
Where is the Card Accepted?
We work extensively to increase the number of venues where the card is recognised as a means to meet your access requirements. For some businesses, it might give you a discount or a special offer, for others they may accept this as evidence to access a free companion ticket. Others will let you link your card to their booking systems, or be able to process your requests over the phone. You can find details of all of the businesses we work with on our Directory, on our Map Page, and we regularly update our Facebook. The map focuses on Christchurch, but you can zoom out to see our nationwide coverage.
We also work directly with cardholders to report businesses where they have used their Access Card to have their needs met. These providers are listed as "Partially Certified" in the Directory.
Remember, though – the card is a demonstration of your needs and is related to the New Zealand Bill of Rights Act.
Except in a number of circumstances, all providers have a legal duty not to discriminate against you on the grounds of your disability, and the card can help you explain that to them, whether they ‘accept it’ or not. Failing to acknowledge and respond to your needs may in effect be a breach of the Act, and you can complain to the NZ Human Rights Commission. Go to their Website for more information, where you can download a "Disability Complaints Booklet" in a variety of formats.
However, bear in mind that you should apply the test of "reasonableness", and try to see the providers perspective. Please be polite, as you are representing the disabled community, and know that you can raise an official complaint, which if upheld, helps you and those who go after you.
What if my needs change?
If your needs change, you can ask to be reassessed at any time. To reissue a new card we need to charge a NZ$15 plus GST admin fee.
Are there age limits to the card?
No – none at all. We just have to see that you have an impairment that results in needs, in line with the New Zealand Bill of Rights Act. This is just as relevant for children as it is for adults. Providers policies on things like free tickets may vary on age though. For older people, this is important too as you may not think of yourself as a ‘disabled person’ but may have medical conditions that still have an impact on you.
Who makes the decision on my card?
Straightforward applications are processed by the card team staff. Our card team have processed over 5,000 card applications and have training and are experienced in understanding a wide variety of medical documentation and reports. Where an application requires extra consideration it is passed to the manager of the card team to assess what icons are appropriate. The manager of the card team will on occasions check with the leaders. If you are concerned about your evidence, or our ability to interpret it, please Contact Us.
Will I have to be reassessed when my card is renewed?
All cards will be renewed at least every three years, but we may make decisions about reassessment on a different timescale. A good example will be if you submit evidence that very clearly states that you have a permanent impairment that will not vary for the rest of your life, then we will not reassess you.
If you have a temporary impairment, we may decide that your award will last for a shorter duration. In this case, there is no additional charge for reassessments falling within three years.
I ordered my card weeks ago and still don't have it?
We typically post out all cards within a week of receiving all of the information we need from you. If you’ve not received your card within one week of receiving your confirmation email, you need to make sure that you get in touch with us as soon as possible (cards@hapaiaccesscard.org.nz). We may still be waiting for information from you, or there may be a problem with delivery.
Once we have processed your card, we will email you a digital image of your card. This can be printed or stored on your phone, and it can be used at any of our participating businesses until your card arrives in the post.