On 25 February we confirmed our Cancellation Charging Policy to the industry, with charges taking effect from 1 March 2020.  In light of the current Covid-19 situation, we’ve decided to suspend the charging under the policy until the majority of New Zealand has returned to alert level 2 or lower.

What’s happening

Since confirming the details of the policy, the spread of the Covid-19 virus has increasingly impacted countries around the world, posing a serious risk to the global economy.  In particular, the alert level 4 and associated lockdown in New Zealand has impacted the work we are able to do in connecting New Zealanders to our network. While we provide an essential service, we are only able to continue fault restoration and certain connect activities, albeit with limitations in line with Government advice. In addition, we acknowledge there are heightened sensitivities about people outside someone’s bubble (like our technicians) entering homes at present.  Although we understand this will have an impact on cancellation activity, it is hard to accurately predict what that impact will be.

As a result, we have decided to suspend any charging under the policy until the majority of New Zealand has returned to alert level 2 or lower. Once this happens, we’ll notify you of the new date for commencement of charging.

You still have access to the monthly cancellation charging reports produced using the policy methodology. These will allow you to see what you would have been charged (if anything) if we’d implemented charging under the policy from 1 March 2020.

Next steps

Updated cancellation dashboard

An updated cancellations dashboard is now available to you by request to your Account Lead or Service Delivery Manager. The dashboard will show your monthly cancellation rate as calculated in accordance with the cancellation charging policy. It will show also a breakdown of the cancellation reasons to help you identify improvement opportunities to reduce overall cancellations.

Notification of charging commencement

Once the majority of New Zealand has returned to alert level 2 or lower, we’ll notify you of the new date for commencement of charging.

Contact

For any queries please contact your Account Lead or Service Delivery Manager at first instance.