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Terms - Mobile

On 18 June 2024, we made some minor updates to our Mobile Terms.

You can refer to the previous Mobile terms.

These are the terms for customers using mobile products. See the Prepay plan Terms if you are a Prepay customer and see the Pay Monthly Terms (further below) if you are a Pay Monthly customer.

Prepay Terms

1. General

1.1 Our Prepay Plans allow you to use mobile services by topping up your account with us in advance. The credit on your account will then be used to pay any Charges for your Prepay services.

1.2 See our website for our Prepay Plans.

1.3 In addition to these Plans, you can purchase additional allowances (“Daily Deals” or “Add-Ons”).

1.4 Your Plan will start when you activate it after you have purchased a Prepay SIM card or when you switch your mobile phone number from Pay Monthly to Prepay.

1.5 There is no age limit to use our Prepay services.

1.6 If you change from one Prepay Plan to another, a transfer fee may apply, and you may lose your current Plan or Add-On entitlements. Credit in your Prepay account can be used for the purchase of your new Prepay Plan and any Add-Ons. Any leftover credit will be added to your credit balance.

1.7 You cannot have a prepay credit balance of more than $2,000. If your credit balance reaches this amount, you will be unable to top up until your balance is below this. Unused credit will not be refunded in line with clause 8.2 of these Mobile Terms.

1.8 You will not be able to make calls (except 111, 777, 0800), send TXTs (except 111 emergency txt service (if you are registered for this), 777, 756, 468) or use data when the credit on your Prepay account is $0, or has expired. You will still be able to use any remaining entitlements until they expire on their renewal date.

1.9 All credit and benefits on your Prepay account are specific to your SIM card. If you lose or damage your SIM card you will need to transfer your phone number to the new SIM card to keep any unused credit or entitlements.

1.10 When we say “minutes” and “TXTs” in your Plan details, we mean standard person-to-person calls and TXTs to standard local or mobile numbers. Any non-standard, premium or special numbers (for example 0900, 018, voicemail, MMS, audio conference services, short codes and 026 pager numbers) are excluded from your Plan entitlements.

1.11 Our mobile service is for personal use only and is not for multiple simultaneous calling, re-supply or re-selling, call centre usage, telemarketing, bulk messaging, application-to-person communication, continuously call forwarding, auto-dialling, machine to machine communication (including by using your SIM card in any other device), Cellular Trunking Units (CTUs or simboxes), spamming, phishing or any other activity that One NZ considers to be non-standard usage.

1.12 If you do not activate your Prepay account before the SIM Card expiry date printed on your Prepay SIM card packaging, your account can no longer be used, and you will lose unused pre-loaded credit.

1.13 Your Prepay services will automatically end if you switch your phone number from Prepay services to Pay Monthly services, but any credit balance will be transferred to your new Pay Monthly services.

1.14 You may cancel your Prepay services by allowing your Prepay account to become inactive or by porting your mobile phone number to another telecommunications service provider.

1.15 If your Prepay service becomes inactive, you will lose any unused credit, your allocated phone number and any data stored on your SIM card.

1.16 All One NZ Prepay SIMs are 4G and 5G enabled. To use 4G or 5G you will need to have a capable device and be in a 4G or 5G coverage area.

2. Top Up

Minimum Top Up

2.1 Minimum top up is $10 if you top up by logging in through the One NZ website or My One NZ app; for all other channels minimum top up is $20. If you’re topping up via a recharge voucher you have 5 attempts to enter your voucher number correctly, otherwise you will need to contact us to use your recharge voucher.

Top Up Expiry

2.2 Prepay account credit (i.e. money loaded on your Prepay account via top up) expires 360 days from the date of your top up. If you do not put any credit on your Prepay account for a period of 360 days since your last top-up, your account will become inactive. If your Prepay Service becomes inactive, you will lose:

  • your allocated phone number;
  • any credit in your Prepay account; and
  • any names, numbers or other details stored on your SIM card.

2.3 Inactive account: We cannot reactivate a number once you lose your allocated phone number due to account inactivity.

Auto Top Up

2.4 Auto top up can be set up and managed within the My One NZ web portal or by using the My One NZ app for up to 10 One NZ Prepay numbers.

2.5 You must register your credit or debit card within the My One NZ web portal, or the My One NZ app and we will debit your card for the amount you have stated to top up your selected Prepay numbers. If you update your credit or debit card details you will need to re-register your auto top up. Only the registered card holder will be able to edit or delete the auto top up settings for any numbers associated with that card.

2.6 The Auto Top Up options are:

  • Auto option: a top up of the amount specified when you set up the service will be automatically debited from the registered credit or debit card when the Prepay credit balance of the associated number reaches $5 or less. If your balance drops below $5 because you are using casual data, your Auto Top Up amount selected at the beginning of the setup will be triggered.
  • TXT me option: when the Prepay credit balance of the associated number reaches $5 or less that number will be sent a TXT message asking them if they want to top up by the amount specified at set up. They must reply ‘Yes’ within 24 hours to the message for the top up to be debited.

2.7 Casual data use will not trigger your auto top up if you have selected Auto Top Up when your credit is $5 or less.

2.8 If you have set up an Auto Top Up payment for a Prepay number other than your own, only you will be able to edit or delete the Auto Top Up settings associated with that number. Changes are easily made online on the My One NZ web portal or using the My One NZ app.

2.9 If your mobile (or the mobile of someone who you have an auto top up set up for) is lost or stolen, Auto Top Ups will not be cancelled automatically. You must immediately cancel these online via the My One NZ web portal or the My One NZ app.

Low credit balance

If your credit balance drops below a certain threshold, you won't be able to make calls, send texts, or use data at casual rates to prevent your credit going into a negative balance. This restriction applies if you don't have an active Prepay Plan or Add-On, or if you've used up the included entitlements of your plan or Add-On. It also applies to all other services charged at casual rates, such as international calling and roaming. You'll receive a voice announcement for calls or a text message for texts when attempting to use these services with insufficient credit. More details on the minimum thresholds on the Prepay casual rates terms page.

3. Add-Ons

3.1 If you have more than one Add-On or have purchased an Add-On with your Plan then your allowances will be used in the following order:

Data

  • One NZ Pass
  • BigGig Bonus
  • Free 5G Port-In Data or $5 SIM 5GB Data Bonus
  • Always Connected / Courtesy Connection
  • Daily Deals/All Add-Ons/Recurring Add-Ons
  • Plan Entitlements
  • Data Up
  • Carry Over
  • Casual Data

Minutes

  • Daily Deals
  • All other Add-Ons
  • Plan Entitlement
  • Carry Over
  • Casual Mins

TXT/SMS

  • Daily Deals
  • All other Add-Ons
  • Plan Entitlement
  • Carry Over
  • Casual Mins

3.2 Where there are competing Add-Ons (i.e., different data Add-Ons or stackable Add-Ons of the same type), the Add-On with the earliest expiry will have its entitlement used first.

Plan data

3.3 You will lose any remaining Add-On benefits which you have not used once the Add-On period runs out.

3.4 Where you have selected a renewing Add-On, this will be automatically reactivated and deducted from your Prepay account when you top up a sufficient amount. You cannot use an Add-On, or change the set-up of an Add-On, while it is on hold.

3.5 If you cancel a renewing Add-On partway through a renewal period, your Add-On will continue to be active, and you can still use it until it expires on the next renewal date.

4. Prepay Roaming

4.1 Prepay roaming services are available in eligible international destinations. Daily or weekly Prepay roaming Add-Ons are available on selected Prepay mobile Plans and in selected destinations. If no Add-Ons are purchased, casual rates will apply to making and receiving calls and sending TXTs to standard numbers and to using data in those destinations. The casual rates charged vary depending on your location. For details of eligible destinations, Prepay roaming Add-Ons and casual rates see our Prepay Roaming Webpage.

4.2 Calls are charged on a per minute basis and data usage is charged per 1MB. Prepay Roaming does not include premium numbers, satellite calls, in-flight roaming calls, maritime calls and fax/data calls.

4.3 Prepay promotional offers do not apply while you are roaming.

5. Prepay Porting

5.1 If you wish to port a phone number to One NZ, you agree and acknowledge that:

  • You are the account holder for (or authorised representative) of the relevant Prepay phone number.
  • Porting the number means you will no longer receive service from your current telecommunications service provider and will lose any prepay credit balance you had with them. You may have outstanding obligations to that telecommunications service provider such as porting or early termination Charges, and it is your responsibility to discharge these obligations.
  • You will be responsible for all costs associated with porting the phone number.
  • You will provide confirmation of the porting request by replying “Yes” or “Y” to the confirmation TXT message from 2542 within 2 hours of receiving the TXT otherwise my port request will be cancelled.
  • To affect the port, One NZ will supply information entered in the Your Porting Details online form to my current telecommunications service provider.
  • Services provided by your current telecommunications provider may not be available at One NZ.
  • Once the port is complete, the number you request to be ported will replace the One NZ number provided on the SIM you recently acquired.
  • One NZ may in its discretion refuse to port the listed number for any reason including, for example, if it believes your purpose is fraudulent.
  • One NZ will not be liable to you for any direct or indirect loss or damage resulting from failure or delay in the porting process.
  • You expressly authorise the listed phone number to be ported to One NZ.

6. Call and Text Rates

6.1 Some calls such as calls to 123 and other service numbers for other Network Operators may be charged at higher rates than those included in your Plan. It is your responsibility to check the applicable rate calls are charged at the rate which applies when the call is started. There is a one minute minimum Charge for calls. If you call a 0900, calling card access number, audio conference or any other special number you will be charged additional rates as published by the relevant service provider.

6.2 For voicemail, we may limit the number and duration of messages that can be left on your voicemail service.

6.3 Calls are rounded up to the next minute. For example, if your call is 1 minute and 40 seconds, your allowance will be reduced by two minutes, or you will be charged two minutes if it is a chargeable call.

6.4 For text messages, a single text message has a limit of 160 standard characters. If you go over this, most devices will break the message into segments with a maximum length of 153 standard characters. You’re then charged your text message rate for each segment sent. Some character sets, such as non-English language keyboards as well as emojis and emoticons, have a 70 character limit per text message and 67 characters per segment. If your message contains special characters, such as emojis, your device may send it as a picture message, or as multiple text messages. If this happens, you’ll be charged for each of those text messages or picture messages. Some devices will also convert long text messages which only contain standard characters to picture messages, and you will be charged accordingly.

6.5 For calling and text rates which are outside your Plan entitlements, see our rates page.

7. SIM card and security

7.1 To prevent others from using your mobile device if it is lost or stolen we recommend you set up a PIN number on your SIM card. If it is entered incorrectly three times in a row, you will need the PUK code, which you can get by answering security questions in the desktop version of the app. Incorrect entry of the PUK code more than seven times will permanently destroy the SIM card and you will need to purchase a new SIM card.

7.2 If your mobile device or SIM card is lost or stolen, you must contact Customer Services immediately so that we can prevent the mobile services from being used and cancel any auto top ups, as you will lose any Prepay credit used up until the time you let us know about the loss or theft.

8. Refunds

8.1 You may be eligible for refunds under the following circumstances:

  • If you topped up your account more than once in error;
  • If you topped up a larger amount than intended in error;
  • For a Prepay credit balance to be refunded, your prepay account must be active.

8.2 Prepay Recharge Vouchers or any unused credit on a prepay connection will not be refunded.

8.3 Unused credit in your prepay account will not be refunded.

Pay Monthly Mobile Terms

1. General

1.1 We have a range of Pay Monthly Plans. For details of the specific rates, allowances and other services which apply to your particular Plan, sign into My One NZ or see our website.

1.2 This Agreement will start on the date you purchase a Pay Monthly Plan.

1.3 You may temporarily suspend your Pay Monthly mobile service for a period of up to three months by giving us one month’s notice. A reduced minimum monthly Plan Charge will be payable during the suspension period. We will advise you of this Charge when you request a suspension.

1.4 There must be at least twelve months between the end of one suspension and the start of any further suspension. During the period of suspension you will not have access to your Pay Monthly mobile service. If you are in the fixed period of your contract when you suspend your Pay Monthly mobile service, the fixed period will be automatically extended by the length of time your account was suspended.

1.5 If you terminate, transfer or change your Plan before the term ends, you must pay the applicable early termination Charge or Plan transfer fee.

2. Allowances and ‘out-of-bundle’ rates

2.1 If you have a Pay Monthly Plan, you will have a set bundle of allowances for data, minutes and text messages (“TXTs”), including any additional benefits you select (“Add-Ons”).

2.2 For use of services which are not covered by your allowances, see current and retired Plan rates on our website, or sign into My One NZ.

2.3 References to “minutes” and “TXTs” in your Plan mean standard person-to-person calls and TXTs to standard local and mobile numbers. Any non-standard, premium or special numbers (for example 0900, 018, voicemail, MMS, audio conference services, short codes, satellite +61 14 numbers and 026 pager numbers) are excluded.

2.4 Our mobile service is for personal use only and is not for multiple simultaneous calling, re-supply or re-selling, call centre usage, telemarketing, bulk messaging, application-to-person communication, continuously call forwarding, auto-dialling, machine to machine communication (including by using your SIM card in any other device), Cellular Trunking Units (CTUs or simboxes), spamming, scamming, phishing, or any other activity that One NZ considers to be non-standard usage.

3. Porting

3.1 If you wish to port a phone number to One NZ, you agree and acknowledge that:

  • You are the account holder for (or authorised representative of) the relevant phone number.
  • Porting the number means you will no longer receive service from your current telecommunications service provider. You may have outstanding obligations to that telecommunications service provider such as porting or early termination Charges, and it is your responsibility to discharge these obligations.
  • You will be responsible for all costs associated with porting the phone number.
  • Services provided by your current telecommunications provider may not be available at One NZ.
  • One NZ may in its discretion refuse to port the listed number for any reason including, for example, if it believes your purpose is fraudulent.
  • One NZ will not be liable to you for any direct or indirect loss or damage resulting from failure or delay in the porting process.
  • You expressly authorise the listed phone number to be ported to One NZ.

4. Mobile Broadband for Pay Monthly

4.1 For our 12 month minimum term contracts, early termination Charges and Plan transfer fees apply.

4.2 Usage is measured in 10KB blocks, rounded upwards at the end of a data session or every 20 minutes, whichever comes first, with a minimum 10KB Charge. Usage outside of your data bundle allocation is charged at a per MB rate as specified in the relevant mobile broadband pricing Plan.

4.3 Any unused data within a monthly data bundle will not be carried forward to the following month.

4.4 Mobile Broadband is for use in New Zealand only.

5. Calling Rates

5.1 Some calls such as calls to 123 and other service numbers for other Network Operators may be charged at higher rates than those included in your Plan. It is your responsibility to check the applicable rate. Calls are charged at the rate which is applicable when the call is started. There is a one minute minimum charge for calls. All calls are rounded up and charged by the minute unless we tell you otherwise (e.g. if your call was for 1 minute and 40 seconds, you will be charged for 2 minutes). If you call a 0900, calling card access number, audio conference or any other special number you will be charged additional rates as published by the relevant service provider. For voicemail, we may limit the number and duration of messages that can be left on your voicemail service.

5.2 For text messages, a single text message has a limit of 160 standard characters. If you go over this, most devices will break the message into segments with a maximum length of 153 standard characters. You’re then charged your text message rate for each segment sent. Some character sets, such as non-English language keyboards as well as emojis and emoticons, have a 70 character limit per text message and 67 characters per segment. If your message contains special characters, such as emojis, your device may send it as a picture message, or as multiple text messages. If this happens, you’ll be charged for each of those text messages or picture messages. Some devices will also convert long text messages which only contain standard characters to picture messages and you will be charged accordingly.

6. SIM card

6.1 You are responsible for all Charges and for calls made using the SIM card issued to you until we deactivate the SIM card. Removing the SIM card from your mobile device will not deactivate the SIM card. The SIM card can only be used for Mobile Services and must not be used in machine to machine equipment.

6.2 To prevent others from using your mobile device if it is lost or stolen we recommend you set up a PIN number on your SIM card. If it is entered incorrectly three times in a row, you will need the PUK code, which you can get by answering security questions in the desktop version of the app. Incorrect entry of the PUK code more than seven times will permanently destroy the SIM card and you will need to purchase a new SIM card.

6.3 If your mobile device or SIM card is lost or stolen, you must contact Customer Services immediately so that we can prevent the mobile services from being used and cancel any auto top ups, as you will lose any Prepay credit used up until the time you let us know about the loss or theft.

7. Mobile Coverage and Services

7.1 Coverage and Mobile Services can be adversely affected by radio interference, atmospheric conditions, geographic factors, Network congestion, maintenance, outages on other networks and provider sites, your mobile device, or other operational and technical difficulties which mean that you may not receive some or all of the Mobile Services in certain areas or at certain times.

7.2 We may use traffic management policies at any time, including where doing so will improve the overall performance among our customers.

7.3 Voice messaging is part of the Mobile Services we provide. You are responsible for changing the PIN from the present number and setting your own PIN for the Voicemail service. You are responsible for all access into and out of the Voicemail service. We may limit the number and duration of messages that can be left on your Voicemail service. You are also responsible for setting your own password for access to any email services made available to you through the Mobile Services.

7.4 We do not support third party Voice over Internet Protocol (“VoIP”) and we can provide no assurance that currently available access levels may be maintained.

8. Using your Services outside NZ

Daily Roaming

8.1 On eligible Pay Monthly Plans, you can use your Plan’s allowances when travelling in selected countries, for a daily fee (in addition to your monthly Plan Charge). We call this “Daily Roaming”. The selected countries are available on our Daily Roaming Webpage.

8.2 Daily Roaming lets you use your allowances to call or TXT local numbers in the Daily Roaming country you are in, or local numbers in New Zealand and Australia. Calls and TXTs to any other destination will be treated as international calls or TXTs, and all other activity will be charged at your standard Plan rates as if you had made the call or TXT from within New Zealand.

8.3 If you exceed your allowances, you will be charged at your standard rates as if you were in NZ. If you use up your monthly data allowance while you’re overseas you will be given the option to purchase another bundle of allowances.

8.4 The Daily Roaming Charge is only applied each day that you use your device in the Daily Roaming Countries. A “day” is 00:00 to 23:59 NZ time, not the day of the local country you are travelling in. If you travel to another Daily Roaming Country in the same day you'll only be charged the daily Charge once for that one day that you use your device.

8.5 The Daily Roaming Charge will be triggered when you make a call (including a call to voicemail), receive a call, send a TXT, or use mobile data. This includes any data used by your mobile or data device, including email and any data used by apps on your mobile or data device.

8.6 The Daily Roaming Charge is applied per device. If you are in a Daily Roaming Country and use both your phone and tablet (which are connected to an eligible Plan) you will be charged a Daily Roaming fee for both devices.

8.7 Daily Roaming is only available to customers who are normally residents in New Zealand, and can only be used in Daily Roaming countries for a maximum of 90 consecutive days at a time.

Data Angel Overseas

8.8 To use data in countries where Daily Roaming is not available, or for Pay Monthly Plans not eligible for Daily Roaming, you can purchase a roaming data bundle (“Data Angel Overseas”).

8.9 To find out the rates that apply for Data Angel Overseas bundles in the country you are visiting, see the Data Angel Overseas page on our website or sign into My One NZ.

8.10 Once purchased, you must start using your Data Roaming Bundle within 30 days. Once you have started using it in the specified country each Data Roaming Bundle lasts for 30 days, commencing on the day the data is first used. Any data not used within these 30 day periods will be lost. Terms and conditions of any overseas network operators we use in providing roaming services may apply in addition to ours. You may also incur charges directly from the overseas network operator in addition to our Charges.

One NZ Traveller for calling when overseas

8.11 To make outgoing calls or send TXTs where Daily Roaming is not available, or for Pay Monthly Plans not eligible for Daily Roaming, you will be charged at a standard rate plus a zone Charge which varies depending on which zone you are calling from.

8.12 To find out the rates that apply for One NZ Traveller in the country you are visiting, sign into My One NZ.

8.13 If you have opted out of One NZ Traveller:

  • Outgoing calls are charged at airtime rates based on the charges from the external carrier. This airtime rate will vary from carrier to carrier.
  • Incoming calls are charged at the international rate applicable at the time the call is made to you. Some external carriers may add an incoming call rate from the time you answer the call.
  • TXT messages sent while roaming have a surcharge applied by the external carrier. The surcharge rate will vary from carrier to carrier.

Maritime and In Flight Roaming

8.14 You can make calls and send TXTs on your mobile device on selected cruises and on selected domestic and international flights. For eligible cruises and applicable rates, see our Maritime Roaming Webpage. For eligible airlines and applicable rates, see our Inflight Roaming Webpage.

8.15 Data is not included in Maritime or In Flight Roaming and is subject to the rates and packages provided by the applicable cruise line operator or airline.

Roaming Charges

8.16 GST is charged at 0% for all roaming usage. If One NZ is unable to assess whether you are in or out of New Zealand, which may be the case with some in-flight roaming, GST will be charged as required by law.

8.17 There may be delays in One NZ receiving notice from overseas carriers of charges to be billed to you. This does not affect One NZ's right to charge you or receive payment from you.

9. Security

9.1 You must keep your mobile device and SIM card secure at all times. We recommend that you use a PIN and other access code features provided with your mobile device, the SIM card or the Mobile Services to ensure that only you are able to access and use the Mobile Services.

9.2 If your mobile device or SIM card is lost or stolen, you must contact Customer Services immediately so that we can prevent the Mobile Services from being used. We may charge you a replacement fee for a new SIM card.

9.3 We will not be responsible for any loss you suffer as a result of the loss, theft, damage to, or unauthorised use of your mobile device or SIM card.

9.4 Some services are available via the internet or other systems operated by third parties and, although we will try to maintain the security of information, we cannot guarantee that information you receive or supply when using the service will be secure at all times. You acknowledge that we are unable to exercise control over, and make no representations or warranties concerning, the security or content of information passing over our Network, any systems operated by third parties and the internet.

10. Support Charges

10.1 We may charge you for instore technical support and administration services (such as, device tutorials, personalisation of device settings, and processing of bill payments made instore by credit card or through an assisted channel such as 777 or 888).

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