One NZ maintains a Security Dependency Register for residential customers, or people living at their home, who have a life-threatening personal safety concern and whose life may be at risk without access to a phone line.

If you are listed on our Security Dependency Register, your account is flagged so that we will endeavour to contact you if your account becomes overdue. This is to ensure that your phone line is not unexpectedly suspended or disconnected for credit reasons. Registering with the Security Dependency Register does not however exclude you from Collections action if your account is overdue nor does it guarantee service continuity or fault-free service.

We do not charge customers for enrolling with the Security Dependency Register.

Things you need to know as a customer

• It is important that you understand One NZ cannot guarantee continuous or fault free services; events inside or outside our control may cause temporary loss of service. We recommend that you think about what you would do in case of an unexpected outage.
• It is important you understand that One NZ will not always be able to inform you in advance if services will be unavailable.
• One NZ requires that all customers added to the Security Dependency Register provide an alternative contact who lives in the same city so there is someone we can contact if we are unable to get in touch with you.
• The provision of a second standard telephone service does not guarantee service continuity; a fault that affects your primary phone line would likely affect your second phone line as well.
• If you are using a cordless phone, you should be aware that you may be unable to operate the phone in the event of a power failure.
• One NZ strongly recommends that if you have a security dependency on your phone services you consider purchasing a mobile phone, for use if your landline is unavailable.

What if my circumstances change?

If you move house or change the name on the account, you will need to re-apply to be included on the One NZ Security Dependency Register. If you move to another service provider you will need to arrange your security dependency requirements with your new provider.

How long will I remain on the Security Dependency Register?

You will be enrolled on our Security Dependency Register for six months unless you move house, change the name on the account, or move to another service provider. If you no longer need to be enrolled on the Security Dependency Register, please contact us and let us know so we can remove you from the register.

You can call us on 0800 438 448 or fax 09 962 9300.

Privacy Information

One NZ will use your health information, or that of the individual with the life-threatening safety concern, for the purposes of:

• Assessing your eligibility to be included on the One NZ Security Dependency Register;
• Providing, administering and managing such register; and
• Providing, administering and managing your services.

How to apply for Security Dependency registration

To apply for One NZ Security Dependency Registration, simply follow these steps.

• Determine if you or someone living at your home has a diagnosed life-threatening personal safety concern and requires access to a phone line.
• Contact our specialised service team on 0800 438 448  and explain that you wish to be included on the Security Dependency Register, as access to a phone line is required for reasons of personal safety.
• One NZ will then consider your request and may require proof of the personal safety concern.