We made some updates to our One Assistant Terms and Conditions on May 19, 2025. You can find our previous One Assistant Terms and Conditions here.

1. Introduction

1.1. These terms and conditions ("Terms") govern your access and use of One New Zealand Group Limited’s (“One NZ”) One Assistant. By using One Assistant, you agree to be bound by these Terms.

2. One Assistant Description

2.1. One Assistant uses artificial intelligence (AI) to generate answers to questions about One NZ’s products and services based on content from One NZ’s website. We are constantly improving One Assistant and features or functionalities may be added or removed at any time. While we strive to ensure the Assistant is helpful and accurate, it is important to understand that the responses are generated by artificial intelligence, and may not always be correct or appropriate. One Assistant is intended for informational purposes only and cannot provide legal, technical or professional advice. For personalised assistance, you should contact One NZ’s customer support team.

3. Accessing One Assistant

3.1. One Assistant is available for selected One NZ consumer customers on an eligible mobile or broadband plan.

3.2. To access One Assistant, you must:

• have received a welcome email from One NZ notifying you that you have access to One Assistant;
• download and register for the My One NZ app; and
• add your mobile number or broadband service mentioned in the welcome email as a service in the My One NZ app.

One Assistant will then be available for you to access via your My One NZ app.

3.3. If you add additional services to your My One NZ, you may no longer have access to One Assistant and your app may revert to standard app functionality.

3.4. If you cancel your eligible plan, your access to One Assistant will be removed.

3.5. Access to One Assistant is personal to you and the service associated with your account, and cannot be accessed by any other person.

3.6. Your access to One 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. It may take up to 24 hours for your My One NZ app to reflect that your One Assistant access has been removed.

3.7. We may cancel or suspend your access to One Assistant if we reasonably believe that you have abused, misused or obtained by any misrepresentation your One NZ mobile account balance (or any part of your balance). We may adjust your One NZ account balance if we identify any inaccuracy as a result of One Assistant.

4. User Responsibilities

4.1. You are responsible for maintaining the confidentiality of your account information and for all activity that occurs under your account. You are responsible for not sharing sensitive personal information through One Assistant. One Assistant is designed to handle general information inquiries but is not intended for sensitive or confidential information.

4.2. You agree to use One Assistant for lawful purposes only and in accordance with all applicable laws and regulations.

4.3. You agree to provide accurate and complete information when interacting with One Assistant.

4.4. You will not use One Assistant to:

• Access someone else’s account who has not consented to you accessing their account or using One Assistant.
• Transmit any unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, hateful, or racially or ethnically offensive material.
• Interfere with or disrupt One Assistant or servers or networks connected to One Assistant.
• Attempt to gain unauthorized access to One Assistant, other accounts, computer systems or networks connected to One Assistant, or any portion of One Assistant through hacking, password mining, or other means.
• Violate the intellectual property rights of others.

5. Limitations and Disclaimers

5.1. Accuracy: While One Assistant aims to provide accurate and timely information, we make no guarantees or warranties regarding the accuracy, completeness, timeliness or usefulness of any information provided by One Assistant.

5.2. Liability: One NZ is not liable for any decisions, actions or outcomes arising from your use or inability to use One Assistant. You acknowledge that there may be errors or omissions in the information provided, and we encourage you to verify information with One NZ’s customer support team and website. Please refer to One NZ’s General Terms and Conditions for more information about our liability to you.

5.3. Third-Party Links: One Assistant may provide links to third-party websites. One NZ is not responsible for the content or availability of these external sites and does not endorse any products or services offered through such sites.

6. Privacy and Data Security

6.1. Data Collection: We may collect and use certain information about your interactions with One Assistant. Please refer to our Privacy Policy for more information about how we collect and use your data.

6.2. Data Protection: We take reasonable measures to protect the data transmitted during your interactions with One Assistant. However, we cannot guarantee absolute security and recommend you avoid sharing sensitive personal information through One Assistant.

7. Intellectual Property

7.1. One Assistant and all underlying technology and intellectual property rights are owned by One NZ. You agree not to reproduce, modify, distribute, or commercially exploit One Assistant or any portion thereof.

8. Termination

8.1. One NZ may terminate or suspend access to One Assistant at any time, without prior notice, for conduct that One NZ believes violates these Terms or is harmful to other users of One Assistant, One NZ, third parties, or for any other reason.

9. Changes to One Assistant and these Terms

9.1. We may change and update One Assistant functionality from time to time.

9.2. We may make changes to and 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 One Assistant after the publishing of the revised Terms constitutes your acceptance of the updated terms and conditions.

10. Governing Law

10.1. These Terms are governed by and construed in accordance with the laws of New Zealand, and you irrevocably submit to the exclusive jurisdiction of the New Zealand courts.

11. Contact Information

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

One NZ’s General Consumer Terms, Mobile Terms, Broadband and Home Phone Terms and Privacy Policy apply.