Last updated 1 December 2021

How we're supporting Spark customers

To keep our customers connected during Alert Level lockdowns, we waived data overage charges for all customers on data-capped fixed and wireless broadband plans.

For more than 100 days Spark gave away over 5,200 terabytes of free data to support our customers to work, learn, and connect from home.

As Aotearoa transitions into the new Covid traffic light framework, our support package will come to an end from Sunday, 5 December, 2021

This means that overage charges on capped broadband plans will resume after this date and be applied from the start of a customer’s next billing cycle. So as an example – if your billing month starts on 7 December, you won’t be charged overage (and can continue to go over your data limit) until after that date.

Collection reminders and actions for overdue payments (which were waived over lockdown) will resume from Monday, 6 December.

 

We’re here to help

This support package was always a short-term measure, to help New Zealand adjust to unprecedented circumstances.

However, we understand that some of our customers will be facing new or continued hardships because of Covid-19, and our team is here to help.

If your situation has changed due to Covid, please contact us. You can message us in the Spark app, chat with us on our website, or call us on 123 to discuss your individual situation. Message us

 

Find the best plan for your needs

If you need more data or if you think your broadband needs have changed, there might be a better plan for you. Check your address to see what options are available. Check my address

Note, early exit fees and modem charges may apply.

To review your data usage, check out MySpark or the Spark app. For information on paying your bill visit our Help page: Ways to pay my bill

 

Our Financial Hardship Policy

Alternatively, our Financial Hardship Policy provides several options for eligible customers who are experiencing financial hardship due to Covid-19. This could be either a short-term payment extension or other support such as a long-term payment extension by applying for financial hardship support.

View our Hardship Policy

To apply for financial hardship support, complete the Financial Hardship form. 

View Financial Hardship form