We know staying connected is essential — and sometimes life throws up challenges that make it hard to keep up with payments. Whether your situation is short-term or ongoing, we’re here to help.

Business Customers

If you’re unable to pay your invoice by the due date, please call our specialist team on 0508 556 666.

Consumer Customers

Before You Apply
Sometimes a little extra support from outside can make things easier. Before applying with us, you might want to check if any of these could help take the pressure off:

• Insurance cover – for example, Income Protection or Medical insurance may already include help with bills.

• Government assistance – there may be financial support you qualify for.

• Budget advisers – free, confidential services are available to help you create a plan and ease money worries.

We’ll still be here if you need us, but these options might give you a bit of extra breathing room.

Short-Term Payment Extension

If you can get back on track within three months, you may be eligible to spread payments weekly, fortnightly, or monthly.
📞 Call 0508 556 557 to talk to our team.

Good to know:

We’ll do our best to work with you, but here are a few things to keep in mind so there are no surprises:

• Late payment fees may still be added while you’re catching up.

• Credit rating – even with an agreed short-term plan, overdue accounts can still have an impact. To find out more about your credit rating and Comprehensive Credit Reporting, click here.

• Service restrictions might stay in place or be applied if payments fall behind.

• Collections – we’ll pause any collection activity as long as instalments are being kept up, but this can restart if payments are missed.

Long-Term Financial Stress

If it’s likely to take longer than three months to recover, you can apply for long-term assistance. A specialist will review your situation and contact you to discuss options.

What to expect:

• Each application for long-term financial assistance is assessed case by case.

• We may suggest a plan better suited to your budget (note: early termination charges can apply if you leave a fixed-term contract).

• Credit reporting and service restrictions may apply while you’re in a long-term arrangement. To find out more about your credit rating and Comprehensive Credit Reporting, click here.

• Keeping up with your instalments keeps collections paused. Missing payments could restart the process.

👉 Apply for long-term support

What You’ll Need

We may ask for supporting documents such as payslips, bank statements, or medical certificates. All information is handled securely.

We aim to get back to you within two business days of receiving your application.
⚠️ Please contact us as soon as possible if you can’t pay on time — this helps avoid extra costs, restrictions, or disconnection.

One NZ assesses each application case by case. Approval isn’t guaranteed; we may decline requests for short-term payment extensions or longer-term assistance.

Key Numbers at a Glance

• Business payment arrangements: 0508 556 666.
• Consumer short term payment extension: 0508 556 557

• Plan options: 777