An investigation had been launched into the incident, she said.
"That's not normal. ... We'll need to understand exactly how that happened to stop that happening again," she said.
"Moving trains with doors open is not okay in any circumstance."
The company's policy for when trains leave stations was for the train manager to get off the train to ensure passengers had boarded or left the train safely, and any ramp that had been used was inside before giving the signal for the train to move, Ms Hume said.
"Reports are that that's what this train manager did do, but didn't see that the ramp was still extended."
Ms Hume said she had spoken with the woman involved in the incident.
"I don't think she's feeling particularly relaxed and I think she's had a couple of twinges."
Ms Hume wanted witnesses to the incident to come forward if they had not already been spoken with.
Disciplinary action against the train manager would depend on the results of the investigation, she said.
"Both people involved were very experienced."
Yesterday's train incident was the second involving wheelchair-bound people in recent months.
In February, a 22-year-old woman suffered critical injuries when her chair became stuck on the tracks at Auckland's Morningside Drive.
Her life was saved by a jogger and a commuter who risked their lives to push her wheelchair almost out of the train's path.
The woman's chair was caught by the front of the train and she was dragged five metres along the track.
Ms Hume said the company carried a number of people who used wheelchairs because of the facilities they were able to offer them.
"We take all safety concerns seriously."
She said had yesterday's incident not surfaced in the media a public statement about operational issues would not have been made available.
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