Why has the carpark changed?
There are two primary reasons for this change.
1. The previous equipment was outdated and prone to failure. A new solution was absolutely required.
2. As part of the Council’s contract with i-Park, i-Park has taken over operation of the carpark and has integrated this with the current parking management system being used on Rotorua’s inner-city streets.

Why has this system been selected?
The system has been selected for its ease of use and its improved payment options for regular users. The aim of the carpark is to provide more efficient and cost-effective parking options for regular CBD workers and visitors. This includes benefits such as preferential parking location and parking discounts for permit holders.

How does the new system work?
The new system will identify your vehicle on entry and exit. Once your vehicle has been identified the system will log your entry or exit and raise the barrier for you.
If you have a permit, there will be no need for you to make any day-to-day payments and you’ll be able to come and go from the building as you please.
Casual users will need to pay for their parking at the new payment machines located on Levels 2 and 3. This system will be similar to our on-street parking system except you will need to pay after your stay. Casual users will drive into the building and park their car in any space that is not identified as “Permit parking only” and go about their day.
When they return to the parking building, they will enter their vehicle’s number plate into the payment machine which will calculate the parking payment required based on the amount of time parked for. Once the payment is made, vehicles will have 15 minutes to leave the building. The barrier arm will lift automatically on exit, the system is paperless and a ticket is not required to exit the building.

How do I reserve a space?
There are no reserved spaces any longer. Each vehicle pays for entry. Permit holders can park in the areas marked “Permit parking only”.

Why are the lower floors for permit holders?
Given the aim of the carpark to provide cost-effective, inner-city parking for regular users, the permit holders have been allocated the preferential areas of the carpark. These are preferential due to the fact that there are less stairs to climb on return and that they are undercover.

What is a “permit parking only” area?

This is an area that is designated for the use of permit holders. Over time, depending on the number of vehicles that have these permits, the amount of parking reserved for permit holders may change. This will be clearly indicated with signage.

Can I pay straight after I have parked?
Permit holders do not need to pay each stay, they can simply exit the carpark. Casual users need to pay when they return to their vehicle. The meters will automatically calculate the applicable charge for them, and they can complete the transaction at that time.

What is license plate recognition?
License plate recognition (also known as Automatic Number Plate Recognition) is the process where systems electronically identify your vehicle’s number plate and manage your parking via that reference. Your name and address is only obtained if you need to be contacted (e.g. for an infringement reminder notice).

What if the barrier doesn’t open?
The barriers are programmed to open as soon as your plate is detected. To get the fastest entry / exit time, approach the barrier and stop. This makes it easier for the detection system to operate and delays you for the least possible time.

What if I have credit on my existing concession card?
You need to visit Rotorua Lakes Council and they will arrange a cash refund for this. We are unable to transfer your credit to the new system.

What if I want to change the type of permit that I have chosen?
This is no problem, the next time you purchase a permit, just select the type you now prefer. Please note that this can only be done on expiry of the permits.

What if I change my car?
This is no problem, contact i-Park at update.my.permit.details@i-Park.co.nz and advise us of your new registration. We will change your permit to your new registration number.

What if I change my contact details?
This is no problem, contact i-Park at update.my.permit.details@i-Park.co.nz and advise us of your new contact details. We will update your permit.

What if I temporarily drive another car for the day?
The system will not allow for this, you will have to pay as a casual user for the day.

How do I pay?
If you are paying by permit, i-Park will contact you as soon as you have filled in the permit request. Go to i-park.co.nz/Rotorua and select "Pukuatua Carpark Permits". The permit options are available there. You can only pay be credit card / debit card. In terms of card options, we accept Mastercard or Visa Credit / Debit cards. If you are paying by permit, i-Park will contact you as soon as you have filled in the permit request. Go to i-park.co.nz/Rotorua and select "Pukuatua Carpark Permits". The permit options are available there. You can only pay by credit card / debit card. In terms of card options, we accept Mastercard or Visa Credit / Debit cards.

How do I get a receipt?
If you select a permit option, a receipt will be emailed to you from i-Park. If you pay as a casual user, the payment machines offer you the option to get a receipt via email at no cost or via SMS for $0.20.

Why are there so many permit options?
The Council has asked for a number of options to give the greatest possible flexibility to users. This enables you to select your preferred balance between cost of parking and commitment.

Will I be able to use the upcoming parking App?
No, the App will not work in the carpark due to technical differences in the back-end workflow.

Is the parking building safe?
Changes have been made to the parking building to improve its safety. This has involved moving payment machines into open spaces rather than in stairwells, new lights and new CCTV cameras will be installed on all levels. Our Safe City Guardians also regularly patrol the building as part of their rounds.

What are the vehicle height restrictions?
The maximum height for vehicles in this carpark is 1.9 meters.

How many parking spaces are available in the building?
There are 244 spaces in total in this building. 170 are currently “Permit parking only” and 74 are available for casual users.

What if I drive in and there are no parking spaces?
You will be free to exit the building and look for an alternative parking space on the street. The barrier arm will automatically lift when you exit the building. If you have been in the building for under 15 minutes you will not be required to pay.
The allocation of parking space will be carefully managed and the amount of “Permit parking only” spaces will be amended from time to time to match the number of permit holders. This will ensure that as much space as possible is available to casual parkers.

Do the parking wardens monitor the parking building?
Parking wardens will monitor the building to ensure only permit holders are parking in these designated spaces. The number plate recognition cameras will recognise if a vehicle has exited the building without paying for the time parked. While the vehicle will be able to exit the building regardless, the registered owner will receive a request-to-pay notice in the post.

What if I have a time-based permit and I take leave or don’t park in the carpark for a day?
The day/s will still be considered as ‘used’ no credit or refund is available in this situation. You need to consider this in your selection as although this might appear as negative at first, time-based permits still offer the greatest discount. The discount is 50% when compared to on-street parking costs.

Do I have to pay on the weekend?
If you have a time-based permit, you effectively get weekend parking for free as the permit values are calculated on Monday to Friday’s only.
If you have an entry-based permit, then you will get charged for stays on Saturday’s and Sundays. The system is unable to sperate these out for technical reasons. We suggest you park on the street if you are in the CBD on Saturday or Sundays.
If you are a casual user, then the meters will only charge during the period 9AM to 12 PM on Saturdays.

What if I stay overnight?
If you have an entry-based permit you will be debited one “stay” for each night you stay without exiting. This will occur at midnight each night.

Why do I get charge extra fees for SMS and Credit Card usage?
These charges are to cover the costs of the unattended payment infrastructure and transaction charges that the Council incurs every time these services are used.

Can I pay online?
You can pay for unpaid parking online if you receive a request-to-pay-notice however permits must be purchased via credit card over the phone. I-Park will contact you for this payment. We are currently working on making permit payments available online and will let you know when this option is available.

Can I pay via EFTPOS or Cash?
No, you can only pay for permits or casual parking in the parking building via Visa or Mastercard Credit / Debit card. Rotorua Lakes Council has decided to remove cash from the parking building to improve safety.

How do I know when my permit is about to expire?
i-Park will contact you via email when you have 10 stays remaining on an entry-based permit or 1 week remaining on a time-based permit.

What if I park in a permit holder only area and don’t have a permit?
The carpark is patrolled by the wardens and infringements will be issued to cars who park in areas reserved as “Permit parking only”. These will be clearly signposted, and the infraction will be “Parked contrary to a parking sign”.

Can I register more than one vehicle to my permit?
No, you can only register one vehicle to each permit. This is due to the change from a card-based system to a License Plate Recognition system.

When can I park in the parking building?
The parking building open hours are as follows:
• 6am - 11pm daily for Concession Permit holders and casual users
• 24 hour access for Time Based Permit holders