Terms & Conditions

Voyager FibreAssist

Supplementary Terms and Conditions

These Supplementary Terms apply specifically to the Voyager FibreAssist (the Offer) and should be read alongside our Consumer Broadband Service Terms and Conditions and Standard Consumer Terms and Conditions. In the event of any inconsistency, these Supplementary Terms prevail.

1. About This Offer

1.1 Voyager’s FibreAssist is a low-cost residential fibre broadband service designed to support access to connectivity for households that may otherwise face cost barriers to getting online.

1.2 This Offer is made available to Voyager by a local fibre company (LFC) responsible for the fibre network at your address. Availability and continued operation of the Offer is subject to the relevant LFC’s own terms and any limitations that LFC imposes.

2. Eligibility

2.1 To be eligible for this Offer, you must meet all three of the following criteria at the time of application and on an ongoing basis.

Address Criterion

2.2 The service address must be a residential property connected to the relevant LFC’s fibre network with an optical network terminal (ONT) installed, and that address must not have had an active fibre broadband connection for at least three months prior to your application. Exceptions may apply where you are an existing customer transitioning from a previous Voyager digital equity plan, or where you are moving to another address that was already a qualifying connection under this Offer.

Household Criterion

2.3 You must demonstrate that at least one of the following applies to your household:

• your address is in public or community housing owned or leased by Kainga Ora, or by another community housing provider registered with the Community Housing Regulatory Authority; or
• a dependent child living at your address is enrolled at a New Zealand school with a school equity index of 490 or above.

Financial Criterion

2.4 You must hold at least one of the following:

• a Community Services Card; or
• a current Benefit Breakdown Letter issued by MyMSD confirming that you are in receipt of an income support benefit.

2.5 Please note that holding a New Zealand Gold Card or being in receipt of New Zealand Superannuation alone does not satisfy the Financial Criterion.

2.6 In limited circumstances, where a member of your household other than the account holder holds the qualifying documentation (for example, where one spouse holds the Community Services Card), Voyager may, at our reasonable discretion, accept eligibility evidence from that person.

Hardship Discretion

2.7 If you are unable to provide the required documentation but believe this Offer is appropriate for your circumstances, please contact us. We may, at our discretion, refer your situation to the relevant LFC for consideration on a case-by-case basis. The LFC’s decision on any such referral is final.

3. How to Apply

3.1 When applying for this Offer, you will need to provide copies of the documents that satisfy the Household Criterion and Financial Criterion above. Voyager will assess your application against these criteria before placing a connection order with the relevant LFC.

3.2 Voyager will not forward your personal documentation to the LFC as a standard part of the connection process. However, the LFC is entitled under its wholesale agreement with Voyager to request evidence at any time confirming that customers connected under this Offer meet the eligibility criteria (see clause 5 below regarding privacy).

4. Annual Re-validation

4.1 This Offer requires annual eligibility re-validation. At least once every 12 months, Voyager will contact you to confirm that you continue to meet the eligibility criteria.

4.2 You must provide current evidence of eligibility when asked. If you no longer meet the eligibility criteria, you will no longer qualify for this Offer and will be moved to a standard Voyager residential broadband plan within three months of that determination. We will notify you before any plan change is made.

4.3 If we are unable to re-validate your eligibility because you do not respond to our requests within a reasonable time, we may treat you as no longer qualifying for this Offer and transition you to a standard plan.

5. Privacy and Your Eligibility Information

5.1 The eligibility documentation you provide to Voyager (including any Community Services Card, MyMSD Benefit Breakdown letter, or school enrolment confirmation) will be collected and held by Voyager for the purpose of assessing and maintaining your eligibility for this Offer.

5.2 Voyager will handle your personal information in accordance with the Privacy Act 2020 and our Privacy Policy (available at voyager.nz/terms/privacy). Your eligibility documentation will not be used for any purpose other than administering this Offer.

5.3 The LFC providing the underlying wholesale service may from time to time request that Voyager confirm that customers on this Offer are eligible, or provide evidence of the procedures Voyager uses to verify eligibility. Where the LFC makes such a request, Voyager may need to provide records confirming eligibility. Voyager will only disclose the minimum information necessary to satisfy any such request, and only where we are required to do so under our wholesale agreement with the relevant LFC.

5.4 By applying for this Offer, you consent to Voyager collecting your eligibility documentation and, where required under clause 5.3, using that information as described above.

6. Price and Plan Details

6.1 The maximum retail price for this Offer will be published on our website at the time of sign-up and may vary depending on the LFC at your address. Voyager will not charge you more than the applicable maximum retail price for the base broadband service under this Offer.

6.2 Any additional services, equipment, or fees (such as technician call-out fees) remain subject to the standard terms in our Consumer Broadband Service Terms and Conditions.

6.3 This Offer is provided on a month-to-month basis. There is no fixed contract term and no early termination charge applies.

7. Equipment

7.1 As part of this Offer, Voyager will provide you with a router at no charge to enable your broadband connection. The router remains the property of Voyager for the duration of your service under this Offer.

7.2 If you cancel your service or are no longer eligible for this Offer, you must return the router to Voyager in its original packaging and in reasonable working condition within 30 days of your service ending. Voyager will provide return instructions at the time of cancellation or transition.

7.3 If you are unable to return the router, or would prefer to keep it, you may purchase it outright for $99.00 (including GST). Voyager will invoice you for this amount if the router is not returned within the 30-day period referred to in clause 7.2.

7.4 Voyager will not charge the purchase price in clause 7.3 where the router has been lost, damaged, or destroyed as a result of circumstances outside your reasonable control, such as fire, flood, or theft. In those circumstances, please contact us and we will discuss the situation with you.

7.5 The router provided under this Offer is intended for use with the Offer service only. The terms of our Consumer Broadband Service Terms and Conditions relating to equipment and routers otherwise apply.

8. Availability

8.1 This Offer is only available at residential premises on an LFC’s fibre network that meet the address criteria in clause 2.2. It is not available at business premises.

8.2 Availability of this Offer at any given address is subject to the relevant LFC having made this type of offer available in their network area, and to any connection limits the LFC applies. Those limits may vary between LFCs based on the relative size of their network. Voyager cannot guarantee that connections will be available at any particular address or point in time.

8.3 Voyager will use reasonable endeavours to notify applicants if this Offer is unavailable at their address, whether due to geographic coverage or connection limits. In that event, we will offer to place you on a waitlist or discuss alternative plan options with you.

9. Withdrawal of This Offer

9.1 Voyager may withdraw or modify this Offer by giving you at least two months’ written notice. Notice will be provided by email to your registered email address, or by letter if we do not hold an email address for you.

9.2 This Offer depends on a wholesale arrangement between Voyager and the relevant LFC. Under that arrangement, the LFC is required to give Voyager at least three months’ notice before terminating or materially changing the underlying wholesale service. Voyager will issue notice to you as promptly as practicable after receiving notice from the LFC, and in any case will aim to provide you with a minimum of two months’ notice before any change takes effect for you.

9.3 If this Offer is withdrawn, Voyager will contact you to discuss your options. No early termination charge will apply.

10. Other Conditions

10.1 This Offer is for residential use only. It is not available for business premises, commercial aggregation, or backhaul purposes.

10.2 All other provisions of the Consumer Broadband Service Terms and Conditions and Standard Consumer Terms and Conditions continue to apply to your service, including terms relating to acceptable use, equipment, support, and fault resolution.