This article contains details on what to do if you are receiving unwanted or abusive communications.

What are the definitions of unwanted or abusive communications?

We want to help you as much as possible to put an end to any nuisance or abusive communications. Here's how we define that:

Nuisance

• A repeated unwanted call, TXT or PXT from someone
• No threats or abuse

Abusive

• Any calls or messages which are insulting or upsetting,
• No direct threats
• You do not feel threatened

Threatening

• Any call or message where you have been threatened with death or physical harm.
• Please contact your local Police station immediately.
  Find it on the NZ Police website here.

What you can do?

Block unwanted TXTs

You can block any NZ mobile number (begins with 02 or +642) yourself using our free Block list service .

• Stops TXTs and PXTs from reaching you
• The sender won't know they've been blocked - their phone will say the message was sent

Please note: This service is unable to stop calls.

Let people know when they've contacted the wrong number

Not all unwanted calls are intentional - sometimes people just make honest mistakes. In these situations, you can simply reply with the following: "I'm sorry, you have the wrong number".

If you are receiving threats, contact the Police

Where you have been threatened with death or physical harm during a call or in a message, please contact your local Police station immediately.

Note down examples so we can help

If the same number keeps contacting you, please note down 4 examples from the past 7 days.

Information to include in your examples (needs to be received within the past 7 days):

• Caller / sender's number (if visible)
• Date
• Time
• Content / what was said

You must not respond to any TXTs or remain on calls for longer than 60 seconds. If you do, we will need to start our investigation from the beginning (with all new examples). Please note: If the caller has blocked their ID, you can still submit a complaint to us.

What we can do?

When you report unwanted calls or messages to us, we can help make sure that number does not contact you again. Depending on the offending number’s provider, this may involve warnings being sent or barring of the number.

• First complaint: A warning is usually sent to the offender
• Second or third complaint: The offender is barred (this is at the discretion of the offender's service provider).

Unfortunately, we are unable to prevent international calls.

Submit your first complaint

If you would like to make a complaint about the number calling or messaging you, please do not call back or respond to the offending number as this will prevent us from being able to take any action. Please follow the below steps to submit a complaint about the calls / messages you have received.

1. Collect 4 examples of the unwanted or abusive communication
2. Call our Customer Care team
3. Let the agent know that you are receiving unwanted or abusive calls/messages and you would like to block their number from contacting you again
4. When the agent is ready, read them your 4 examples
   

You will be notified if a warning is issued or if there is a reason we cannot take action.

Submit your further complaints

1. After you are told a warning has been issued, collect 1 more example
2. Call our Customer Care team
3. Let the agent know that you would like to submit a further complaint about an unwanted or abusive call / message
4. When the agent is ready, read them your new example

We will contact you to let you know the outcome of your new complaint (e.g. further warning, barring or unable to take action).

What are other options available?

If you are still receiving unwanted or abusive calls / messages, you can also do the following:

• Change your phone number for free: Just give us a call , and we can help you change your number
• Remove your number from the White Pages
• Add yourself to the Do not call register : Lets companies know that you don't want to receive marketing calls to your landline number