This policy applies to One New Zealand Group Limited (“our, we or us”).

One NZ is committed to protecting your personal information (“information”). We have created this Privacy Policy to help you understand how we collect, use, disclose and protect your information when you visit our web sites, interact and correspond with us, and use our products and services.

If you want to request access to or correction of your personal information, or have a privacy-related query, please complete this form to get in touch with us.

This policy is provided for your reference and doesn’t limit or exclude your rights under the Privacy Act 2020, the Telecommunications Information Privacy Code 2020 or any other code of practice that may be issued under the Privacy Act.

1. Personal information we collect
The information we collect depends on our products and services you are using. This may include:

• Account-related data like name, address, telephone numbers, date of birth

• Information to prove your identity like photos, biometric ‘liveness test’, public identification documents
• Financial data like bank account numbers, credit card details, credit scores, payment history
• Authentication data like user ID and password to my One NZ, account PIN, answers to security questions
• Customer care data like recordings of calls and chats with One NZ, security video footage from retail stores and corporate offices
• Network usage data like the type, date, time, location and duration of calls or messages, the numbers you call, SMS content, data use, IP address, information about your device
• Lifestyle information relating to your use of our products and services
• Publicly available information like Companies Office information.

One NZ, among other things, collects these types of information to ensure we are providing the best service that we can for our customers and users. The information that we collect about you may be held by us while you are using our services and for a period of time afterwards, but only for so long as we are legally entitled to use the information in accordance with this Privacy Policy.

2. How we collect your personal information
We collect your information:

• Directly from you, for example on an application or registration form, when you enter a competition or promotion sponsored by us, or through the way you use our products and services.

• From others, for example our suppliers, marketing, advertising and social media organisations, credit agencies, and organisations who collect it from publicly available sources.

Where possible, we will collect the information directly from you. However, the method of collecting this information may vary depending on which of our products or services you are using.

3. How we use your information
The information that we collect from you may be used by us for a number of purposes connected with our business such as:

3.1. processing and evidencing your orders or applications;

3.2. carrying out credit checking and scoring (unless we have agreed otherwise);

3.3. providing you with products and/or services you have requested or administering your account;

3.4. billing you (unless you pay by another agreed method) and collecting any debt owed to us by you;

3.5. settling accounts with those who provide related services to us;

3.6. dealing with your requests, enquiries or complaints and other customer care related activities;

3.7. carrying out market and product analysis, and improvements to our products and services and the way in which we work;

3.8. contacting you about our products and services and the products and services of carefully selected third parties which we think may be of interest to you (unless you ask us not to). Where such contact is via electronic means, we will do so only where you have not advised us that you do not want to be contacted in this manner;

3.9. registering your details and allocating or offering you rewards, discounts or other benefits and fulfilling any requests or requirements you may have in respect of our loyalty or reward programmes, such as One Wallet, and other similar schemes;

3.10. carrying out any activity in connection with a legal, governmental or regulatory requirement on us or in connection with legal proceedings, crime or fraud prevention, detection or prosecution;

3.11. carrying out activities connected with the running of our business such as personnel training, quality control, network monitoring, testing and maintenance of computer and other systems and in connection with the transfer of any part of our business in respect of which you are a customer or a potential customer;

3.12. generally customising your experience on our sites;

3.13. we use security camera footage and images captured in our retail stores and corporate premises for safety and security purposes;

3.14. for general administrative and business purposes.

In carrying out the above activities and otherwise providing services to you we may utilise various technologies, including artificial intelligence (“AI”) tools. Your information may be used as part of improving those tools or technologies or our use of them.

4. Sharing your information

There may be times when we need to share your personal information with third parties (some of which may be located outside of New Zealand). If we do this, we will only share your information with:

4.1. those who provide us with products or services that support what we provide, such as our dealers and suppliers. These suppliers may use the information to improve the services or products they provide to us. We take reasonable measures to ensure that your information is used by our service providers solely to provide or improve these services or products, and not for any other purposes, in accordance with applicable privacy laws.

4.2. other network operators to enable you to make and receive calls through other networks, so we can transfer numbers from one network to another and to monitor or investigate fraud or other offences.

4.3. credit reference agencies (unless we have agreed otherwise), who may share your information with other organisations and who may keep a record of the searches we make against your name;

4.4. debt collection agencies or companies, in order to collect any money owing by you in respect of an unpaid One NZ bill;

4.5. companies who purchase receivables from us;

4.6. if someone else pays your bill, such as your employer, that person;

4.7. those providing telephone and similar directories or directory enquiry services and other such publicly available databases and publications, except where you have specifically directed us not to;

4.8. anyone we transfer our business to in respect of which you are a customer or a potential customer;

4.9. Kogan.com Holdings Pty Ltd in order to enable them to provide you with a new Kogan SIM card, if required;

4.10. your phone insurer where you obtain your cover via One NZ.

4.11. TheMarket.com, if you are a registered user, in order to access special pricing and offers that relate to One NZ customers.

4.12. anyone who assists us in protecting the operation of the One NZ networks and systems, including the use of monitoring and detection in order to identify potential threats, such as hacking and virus dissemination and other security vulnerabilities;

4.13. anyone who hosts or maintains data centres, service platforms and other infrastructure and systems on behalf of us, where your information is processed;

4.14. persons to whom we may pass your information by reason of legal, governmental or regulatory authority including law enforcement agencies and emergency services;

4.15. anyone who assists us in the detection and prevention of fraud, including the third-party service we use to verify your identity when you choose to undertake a biometrics check;

4.16. other service providers in relation to a service used through our network to allow that service to be charged to you;

4.17. aggregated user statistics and other information that does not personally identify you, to third parties such as our advertisers, customers, potential customers and partners;

4.18. any person or organisation as authorised by the Privacy Act 2020 and/or the Telecommunications Information Privacy Code 2020, including with your prior authorisation which we will usually obtain at the time of collecting the information from you.

4.19. other people who you specifically request we share your account information with (for example, by you ‘authorising’ them on your account, by you sharing access via ‘My One NZ’, or where you are the bill-payer/person responsible for paying the bill on an account with more than one connection, and you have not opted-out other end users of connections you pay for/on the account from receiving bill payment reminders regarding the account).

If you have not opted out of receiving marketing material from us, we may also provide your personal information to carefully selected third parties who we reasonably believe provide products or services that may be of interest to you and who have contracted with One NZ to keep the information confidential, or who are subject to obligations to protect your personal information.

If you would like to opt-out of receiving One NZ marketing materials, please use the ‘Unsubscribe’ or ‘STOP’ functions in marketing emails or messages you receive or contact 777 from your One NZ mobile. Even if you opt out, One NZ will still need to send you essential information about your account or changes to your plans or service.

Some of our message services and selected user-initiated service queries are available to you free of charge. If you use one of these free services to request or send a message, you or the recipient of that message may receive third party advertising with the requested message, even if you or the recipient have opted out of receiving marketing messages from us.

5. Using products and services outside New Zealand

If you wish to use our products or services outside New Zealand, your information may be transferred outside New Zealand to that country. Please note that the data protection and other laws of countries outside New Zealand may not be as comprehensive as the laws of this country.

6. Protecting your personal information

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete, up-to-date and stored in a secure environment protected from unauthorised access, modification or disclosure.

If you choose callerID restriction we will prevent your number being shown on any receiver. Your number may still be displayed to emergency or other services, when you send a TXT message and to us. It may also be disclosed to another person or agency where there is a lawful reason to do so. Where you do not choose to use callerID restriction, your number may be displayed to the person you have called or sent a message to.

7. Accessing and updating your personal information

You have the right to access personal information about you if we hold that personal information in a way that it can be readily retrieved, subject to some exceptions provided at law.

We will not be able to provide personal information if:

• we do not know or don’t have reasonable grounds to believe it is personal information about you, or
• if disclosing the information would involve the unwarranted disclosure of the affairs of another individual.

You can request correction or amendment of the information held by us at any time. If it is reasonable in the circumstances for us to do so, we will make the requested change or correction, otherwise we’ll take reasonable steps to mark that information as having been subject to a change or correction request. If you want to request access to or correction of your personal information, please complete this form to get in touch with us.

8. Internet use

We make every effort to maintain the security of our internet connections; however for reasons outside of our control, security risks may still arise. Any personal information transmitted to us or from our online products or services will therefore be at your own risk, however we will use our best efforts to ensure that any such information remains secure. We cannot protect any information that you make available to the general public – for example, on message boards or in chat rooms.

Please note that when you are accessing a non-One NZ website, you should always read their privacy policy or website terms and conditions – especially if you are considering providing them with your personal information. You are also responsible for maintaining the secrecy of your passwords and/or any account information.

We use Google Analytics and may use other tools that involve cookies, identifiers for mobile devices or similar technology used to collect information about how you interact with our website, and web-related products and services. This may include your browser type, pages visited, time spent on our website, and links clicked. You can find out more about how Google uses information here.

We may use this information, together with personal information we hold about you, to:

8.1. understand what you like and use on our website;

8.2. understand what you do not like and do not use on our website;

8.3. provide a more enjoyable, customised service and experience,

8.4. enable you to use certain services on our website; and

8.5. help us develop and deliver better products and services tailored to your interests and needs.

We also collect IP addresses. IP addresses are assigned to computers on the internet to uniquely identify them within the global network. We collect and manage IP addresses as part of the service of providing internet session management and for security purposes.

We may use a persistent cookie to record details such as a unique user identity and general registration details on your PC. This helps us recognise you on subsequent visits to this website so that you don’t have to re-enter your registration details each time you visit us and allows us to carry out the activities mentioned above.

Most browser technology (such as Internet Explorer, Safari, Chrome etc) allows you to choose whether to accept cookies or not – you can either refuse all cookies or you can set your browser to alert you each time that a website tries to set a cookie. You do not need to have cookies turned on to access our sites, but you may need them for customisable areas of the site that we may develop in the future, or to access and benefit from certain functionality offered by the site.

Please note that images you use to personalise your services in the My One NZ app remain on your device and are not available to One NZ or any other party.

9. Changes to our Privacy Policy

We may change this Privacy Policy from time to time and we will tell you about a change in the policy by posting an updated policy on our website and posting the date we have last updated it. Any change we make applies from the date we post it on the website.

This Privacy Policy was last updated on 3 December 2024.