These Terms and Conditions ("Terms") were updated on October 8, 2025.
These terms replace the older One Assistant Terms and Conditions.

1. Introduction

1.1. These Terms govern your access and use of AI Assistants as provided by One New Zealand Group Limited (“One NZ, we, us, our ”). By using an AI Assistant, you agree to be bound by these Terms.

1.2. For the purposes of these Terms, an “AI Assistant” means any system, tool or agent powered by artificial intelligence (“AI”) which One NZ makes available to customers via its digital channels. AI Assistants can provide information or take certain actions where instructed by customers. Our AI Assistants include One Assistant and Manage Account with One Assistant.

1.3. These Terms apply in addition to One NZ’s General Consumer Terms, our Mobile Terms, Broadband and Home Phone Terms, and Privacy Policy, and any other One NZ terms and conditions relevant to the products and services you receive.

2. Using AI Assistants

2.1. The AI Assistant is designed to provide general information about One NZ’s products and services, and to help you carry out certain actions (such as viewing available plans or making changes to your account).

2.2. If you ask an AI Assistant to make purchases or make changes to your account, these will be treated as if you made them yourself, and your instruction will be treated as confirmation that you agree with any applicable terms and conditions. You should always double-check important details before confirming changes or purchases.

3. Limitations of AI Assistants

3.1. The information and responses you receive are generated using AI and may not always be accurate or tailored to your personal circumstances. If you need personalised support, or if you are unsure about any information or action suggested by the AI Assistant, please contact One NZ’s customer support team for assistance.

3.2. If an AI Assistant provides links to third-party websites, we are not responsible for the content or availability of those sites and we do not endorse any products or services offered through those sites.

3.3. To the extent provided by law:

a. we make no warranties or guarantees as to the accuracy, completeness, timeliness or usefulness of any information provided or actions taken by an AI Assistant; and

b. we are not liable for any decisions, actions or outcomes arising from your use or inability to use an AI Assistant.

3.4. This clause does not exclude any rights you have under the Consumer Guarantees Act 1993.

4. User Responsibilities

4.1. You must provide accurate and complete information when interacting with an AI Assistant.

4.2. You remain responsible for maintaining the confidentiality of your account information and must not allow anyone else to use your account or access the AI Assistant on your behalf. You are responsible for all activity that occurs in connection with your account. Please do not share confidential information or sensitive personal information about yourself or other people with an AI Assistant.

4.3. You must not use AI Assistants for any purpose that it is unlawful, inappropriate or unauthorised under any One NZ terms and conditions, including without limitation:

a. accessing someone else’s account without their consent;

b. transmitting any unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, hateful or offensive material;

c. interfering with, disrupting, or attempting to access any of our systems, networks or any AI Assistant through any means;

d. reproducing, modifying, distributing, or exploiting any of One NZ’s intellectual property including any AI Assistant.

5. Availability and changes

5.1. Our AI Assistants are only available for selected One NZ customers on eligible plans. One NZ will notify you when you are engaging with an AI Assistant. Access will either be via a link in a message to you, or within the One NZ App

5.2. Your access to an AI Assistant will be removed if you become ineligible, if your eligible mobile or broadband plan is disconnected or suspended, or in the event of your death.

5.3. If you cancel your eligible plan, your access to an AI Assistant may be removed.

5.4. We are regularly improving AI Assistants and we may change, add or remove features or functionalities at any time.

5.5. We may update these Terms at any time. The changes will be effective upon publishing the revised Terms on our website and app. Your continued use of an AI Assistant after the publishing of the revised Terms constitutes your acceptance of the updated Terms.

5.6. We may terminate or suspend your access to an AI Assistant at any time, without prior notice, for any reason including if we believe you have breached these Terms.

If you have any questions about these Terms or an AI Assistant, please contact us using our feedback page.