Privacy Policy

Updated: 27 October 2026

1. About this policy

1.1 This policy explains how Compass Communications Limited trading as Zeronet ("Zeronet", "we", "us" and "our") collects, uses, shares and protects personal information. It applies to our customers, people who visit our website or contact us, and anyone else whose personal information we hold.

1.2 We comply with the Privacy Act 2020 and the Telecommunications Information Privacy Code 2020, which sets rules for how telecommunications providers handle information such as call records and location information.

1.3 This policy forms part of our Terms and Conditions.

1.4 You can contact us about privacy at:

  • Email: care@zeronet.co.nz (please include "Privacy" in the subject line)
  • Postal address: PO Box 2533, Shortland Street, Auckland 1140, New Zealand
  • Physical address: 162 Grafton Road, Grafton, Auckland 1010, New Zealand

2. Information we collect

2.1 Information you give us, including:

  • your name, email address, phone number, service address and billing address;
  • your date of birth and identification details when we verify your identity;
  • payment details;
  • details needed to transfer your number or services from another provider;
  • information you give us when you contact us, enter a promotion or answer a survey; and
  • details of any authorised users on your account.

2.2 Information from your use of our services, including:

  • your account, billing and payment history;
  • call and text records, such as the date, time and length of calls and the numbers contacted;
  • data usage, IP addresses, and when internet sessions start and end;
  • for mobile services, information about the cell sites your device connects to, which shows its approximate location; and
  • details of your equipment, SIM card and devices.

2.3 Information from our website and account portal, including your IP address, browser and device type, the pages you visit, the date and time of your visit, the website you came from and, when you are signed in, your account activity. We also use cookies and similar technologies, as explained in section 7.

2.4 When you sign in, we collect the email address used for your magic link. If you sign in with Google or Apple, we receive your email address and a unique ID from that provider, and we use your name to personalise your account.

2.5 We record calls with our support team and keep transcripts of website chats, for quality, training and record keeping.

2.6 We may also collect information about you from others, including our network providers, identity verification services, credit reporting agencies, people authorised on your account, and your previous provider when you switch to us. Where we collect information about you from someone else, we will take reasonable steps to make sure you are aware of it, including through this policy.

2.7 You do not have to give us your personal information, but if you do not, we may not be able to provide our services to you.

2.8 If you give us personal information about someone else, such as an authorised user, you must have their permission and let them know about this policy.

3. How we use your information

3.1 We use your personal information to:

  • provide, connect, maintain and support our services;
  • verify your identity and assess your application;
  • bill you, collect payments and manage your account;
  • contact you about your services, including faults, outages and changes;
  • manage, monitor and protect our network and services, including traffic management and our fair use policy;
  • detect and prevent fraud, misuse and security threats;
  • comply with our legal obligations, including emergency calling, lawful interception and copyright infringement notices;
  • send you marketing, as explained in section 6;
  • measure and improve our advertising, as explained in section 7; and
  • improve our products, services, website and staff training.

3.2 We do not sell personal information that identifies you.

4. Who we share your information with

4.1 We may share your personal information with:

  • our network providers, including wholesale network providers and local fibre companies, to connect, supply and support your services;
  • emergency services, including your handset location when you call 111 and your name and service address so 111 callers can be located;
  • payment providers, including card processors, direct debit providers and Afterpay;
  • our delivery partners, to send you modems, routers and SIM cards;
  • providers of our support, chat, phone, email and text messaging tools;
  • providers of our IT, hosting and software services;
  • other telecommunications providers, when you transfer a number or switch services;
  • credit reporting agencies and debt collection agencies, as explained in section 5;
  • advertising and analytics providers, as explained in section 7;
  • the Police and other government agencies, where required or permitted by law, including under the Telecommunications (Interception Capability and Security) Act 2013;
  • our professional advisers; and
  • a buyer or new owner of all or part of our business.

4.2 We require the companies that provide services to us to protect your personal information and use it only to provide those services.

5. Credit checks and debt collection

5.1 We may check your credit history with a credit reporting agency when you apply for a service or while you are our customer. The agency may keep a record of the check and use it to update its records. If you do not pay amounts you owe us, we may give default information to credit reporting agencies. We will handle credit information in line with the Credit Reporting Privacy Code 2020.

5.2 If your account is overdue, we may give your details to a debt collection agency to recover the amount owing. The agency may also report the debt to credit reporting agencies.

6. Marketing

6.1 We may send you marketing about our products, services and offers by email, text message or phone call, and show you online advertising.

6.2 You can stop marketing at any time by using the unsubscribe link in our emails, replying STOP to our text messages, asking us not to call you, or emailing care@zeronet.co.nz. We will still contact you about your account and services.

7. Cookies, analytics and advertising

7.1 Our website uses cookies and similar technologies to work properly, remember your settings, understand how visitors use our website, and measure and personalise our advertising.

7.2 We use the following tools:

  • Google Analytics, to understand how visitors use our website;
  • Microsoft Clarity, which records how visitors interact with our pages, such as clicks, scrolling and mouse movement, to help us improve our website;
  • Google Ads, Meta (Facebook and Instagram) and Microsoft Advertising, to measure our advertising and show you our ads on other websites and apps.

7.3 When you place an order, we send hashed (encoded) versions of the email address and phone number you gave us, from our own systems, to Google, Meta and Microsoft. They compare these with details of their own users to measure whether our advertising led to your order and to improve how our ads perform. Hashed details are still personal information.

7.4 These companies handle information under their own privacy policies and may store it overseas.

7.5 You can control cookies through your browser settings, and manage advertising preferences in your Google, Meta and Microsoft accounts. Blocking some cookies may affect how our website works.

8. Storage, security and overseas disclosure

8.1 We store personal information on secure systems, in New Zealand and with overseas service providers. We protect it with measures including encryption of information sent to and from our website, access controls that limit access to staff who need it, and security requirements for our service providers.

8.2 Some of our service providers, including cloud hosting, support tools and advertising partners, are based or store information overseas. Before sharing personal information overseas, we take reasonable steps to make sure it will be protected in a way comparable to the Privacy Act 2020.

8.3 Please help protect your account by keeping your login details, and the email account linked to your account, secure.

9. How long we keep your information

9.1 We keep account, billing and usage records, call recordings and chat transcripts for up to 7 years after you stop being our customer, unless the law requires us to keep them for longer. After that, we securely delete or anonymise them.

10. Accessing and correcting your information

10.1 You can ask for a copy of the personal information we hold about you, and ask us to correct it if it is wrong. Email care@zeronet.co.nz. We may need to verify your identity first.

10.2 We will respond within 20 working days. If we do not agree to correct your information, you can ask us to attach a statement of the correction you asked for.

11. Privacy breaches

11.1 If a privacy breach occurs that is likely to cause you serious harm, we will notify you and the Privacy Commissioner as required by the Privacy Act 2020.

12. Complaints

12.1 If you have a concern about how we have handled your personal information, email care@zeronet.co.nz with "Privacy complaint" in the subject line, and we will work with you to resolve it.

12.2 If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner at privacy.org.nz.

13. Changes to this policy

13.1 We may update this policy from time to time. The updated policy will be posted on our website with the date it was updated, and applies from that date.