A Bay of Plenty woman has called for answers after a locked door prevented her elderly mother from using the accessible entrance to a voting place.

She was eventually helped inside through a separate entrance at Te Puke Memorial Hall, but was concerned after seeing other older voters bypass the ramp and struggle up the stairs.

She wants the Electoral Commission to explain why the accessible entrance was locked and whether voters were being given equal access.

A Tauranga resident, who did not want to be named, said her mother, who uses a walker, arrived at the hall shortly after voting opened on Monday.

“She immediately went towards the [accessibility] ramp and went up it. She waited there but nobody came to the door, and it was locked.”

Her mother then started making her way down the ramp when a polling staff member called out: “Hang on, wait there, and I’ll get someone to open the door.”

They took her to another entrance not visible from the front of the hall.

“They opened the door for her, closed it behind her, escorted her through the voting system, then took her back out that door and locked it behind her.”

She said her mother also witnessed elderly people struggling to get up the stairs because the door connected to the accessible ramp was still closed.

When her mother questioned this, she was told the ramp door had to remain locked.

“She was just so annoyed, because now understanding more about how difficult it is for people with disabilities, it’s also their right to vote, and they’ve literally closed the door.”

She said what concerned her most was how many people might simply give up and miss the opportunity to cast their vote.

“Why should they have to ask permission to go through a door? If something says it’s fully accessible, make it fully accessible.”

Te Puke Memorial Hall.

In a social media post, questions were raised about the hall’s suitability, given that it was advertised online as having full accessibility.

Others reported having or seeing similar issues with using the ramp-accessible entrance.

Electoral Commission Rotorua electorate manager Jay Bocock said it was unfortunate that the voting place did not communicate clearly enough that assistance was available to access the compliant ramp.

“Providing accessible voting options for all is our primary focus. I apologise if any voter was unhappy with their voting experience.”

After receiving a complaint, staff “immediately” put signage on the door noting that assistance would now be provided.

There was also a mobile support manager and a voting place manager to help voters, Bocock said.

An electorate manager said it was unfortunate the voting place did not communicate clearly enough that assistance was available. Photo / Alex Cairns

“I also arranged for a security guard to be stationed on the ramp to ensure no one was left waiting, unassisted or unclear about how to access the voting place.

“This was ordered after the complaint, but took a day to get in place.”

He was “very confident” there would be no more inconveniences for those with accessibility issues.

“On Election Day, Saturday the 7th, we move into the larger hall with street-side access for all. The personnel will remain onsite to provide assistance.”

Te Puke War Memorial Hall manager Cathy Dale said the hall was not directly involved in managing the voting process or public entry arrangements during the voting period.

She was “unable to comment” on the specific circumstances regarding the locked door.

“We take accessibility concerns seriously and remain committed to working collaboratively with all our hirers to support a safe, welcoming and accessible venue for everyone.”

Kaitlyn Morrell is a journalist for the Bay of Plenty Times and Rotorua Daily Post. She has lived in the region for several years and studied journalism at Massey University.