Our Spark Privacy Policy tells you how we collect, use and protect your personal information. It also tells you who we share your personal information with and how. Our Website Privacy Policy tells you about the information we collect when you’re using our website.

Manage your privacy & security

We offer a range of tools, services and tips to help you stay safe while using our products and services.

Our Spark Privacy Policy tells you how we collect, use and protect your personal information. It also tells you who we share your personal information with and how. Read our Spark Privacy Policy

Our Website Privacy Policy tells you about the information we collect when you’re using our website. Read our Website Privacy Policy

  • Hide your number is a free service that lets you keep your number hidden when you make phone calls. 
  • It means the person you’re calling won’t see your number come up on their phone. 
  • You can choose to hide your number from all calls you make or selected calls only. 
  • This service doesn’t hide your number from 111 Emergency Services or Spark.
  • To hide your number for your landline, you'll need to sign into MySpark or use Live Chat:
  • Caller display lets you see the number of the person calling you, before you answer the phone. 
  • It won’t show numbers from callers using Hide your number. 
  • Caller display costs $3.99 per month with a copper landline or comes free with a wireless or fibre landline.
  • Learn more about Caller display
  • Dealing with repeated unwanted calls or text messages can be stressful. If the calls or texts are of a life-threatening nature, contact the Police immediately. Find out how to contact police
  • If you’re getting annoying calls or texts, fill out our unwanted calls and texts form. You’ll need the information from a text. Go to form
  • See our Scams and safety page for more information and tips. Help with scams and safety

It’s important to know how you can keep yourself and loved ones safe and secure online. We offer a range of resources to help you do this:

  • Our Stay safe online page has ways to protect yourself and your family online. Go to Stay safe online page
  • Our Learn how to spot a scam page has information, tips and downloadable resources to help you spot and avoid scams. Go to Learn how to spot a scam page
  • There’s also our Spam policy which outlines what spam is and how Spark manages Xtra Mail spam. Go to Spam policy
  • Our Online bullying page has information about how to deal with harassment and bullying on the internet. Go to Online bullying page
  • We also offer a range of tools to help you keep your computer secure and to block harmful online content. See below for more on Spark Security Suite and Net Shield. 

Spark offers McAfee and Net Shield, powerful security tools to help you stay safe while using your computer. Free for Spark broadband customers, these tools stop malware, spam and inappropriate content.

  • McAfee is a security tool for protecting your computer from malware, spyware and other threats. Safeguard your personal data, block pop-up ads and prevent unauthorised computer access with McAfee from Spark. Spark broadband customers get five McAfee licences for free. This means that you can install the software on up to five computers. Each license is worth $95. To activate the McAfee security tool from Spark, go to your online MySpark account. 
  • Net Shield is a tool that blocks harmful content on the internet. It’s a simple way to keep everyone safe online. Spark broadband customers get Net Shield Basic for free. To activate the Net Shield security tool from Spark, go to your online MySpark account. Sign in to MySpark

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Accessing and updating your information

You can request access to, and correction of, the personal information that we hold about you. To do this, contact the Spark Investigations Centre:

  • Email the centre at cic@spark.co.nz
  • Or send a letter to PO Box 550, Wellington 6011

A member of the Spark Investigations Centre will contact you to:

  • Confirm your request, and make sure we provide you with all the information you're seeking.
  • Make sure you're aware of any charges that may apply before processing your request.

We’ll do our best to give you access to your personal information. But occasionally we may withhold information on one of the grounds set out in the Privacy Act 2020. We aim to process requests within 20 working days and will send the information via courier to the address we hold for you.

Emergency Caller Location Information (ECLI)

The ECLI service enables 111 emergency call takers to receive automatically generated geographical information about the likely location of a caller, when a 111 call is made from a mobile device on a cellular network.

The ECLI Service improves public safety and potentially saves lives. It does this by decreasing the time taken to accept and verify the location of 111 mobile callers and reducing the average dispatch time for emergency events from mobile phones.

The ECLI informs Police, Fire and Ambulance of your location when you call 111 from a mobile phone. You still need to tell the emergency call taker where you are or as much information about your location as you can. But the system helps emergency services find you faster, even if you’re not sure of your exact location.

ECLI works with all mobile phones and you don’t need to do anything different when you call 111, even if your phone’s location services are turned off. Your data is protected and your location is only provided when you call 111.

The ECLI service is also supported by registered Android devices using the 111 TXT service. Learn about the 111 TXT service

More information about how the ECLI system operates is available from MBIE. Go to MBIE website

The ECLI Service is a collaboration between the Ministry of Business, Innovation and Employment (MBIE), emergency service providers and mobile network operators (like Spark). 

Spark provides network cell site data to a 111 Location Area Service (LAS) system operated by MBIE. The LAS system receives and processes ECLI, then sends it to the relevant authorised emergency service provider.

Authorised emergency service providers — New Zealand Police, Fire and Emergency New Zealand, St John and Wellington Free Ambulance — can use this location information to help them verify where you are calling from, so they can respond to the emergency as quickly as possible.

  • Is GPS based location data from compatible mobile phones.
  • Is cell-site location data generated by the 111 call from your handset. 
  • Will only be used for the purpose of helping emergency service providers to identify the location of callers to 111 to respond to their request for assistance.
  • Will not be retained by the 111 LAS.
  • May be retained by Spark, together with a record of its delivery to the 111 LAS, for operational purposes for up to a year.   

The Privacy Commissioner has authorised the Emergency Caller Location Information system via an amendment to the Telecommunications Information Privacy Code 2003. This amendment includes the addition of Schedule 4 to the Code which defines the boundaries and controls on the system's use. View the privacy code

You can ask to access any of your information that Spark holds. See accessing and correcting your personal information above for how to do this. 

You can also request access to the record of your 111 call from the emergency service providers at the links listed below:

If you'd like to make a privacy complaint, there are a few different ways you can do this. View Spark's privacy complaints process

If you'd like to complain about the ECLI system, please email info@mbie.govt.nz

Complaints about Emergency Service Providers should be made to the relevant organisation.

Feedback and complaints

If you have any feedback or queries about privacy at Spark, please don’t hesitate to reach out to us. Email privacy@spark.co.nz

We have robust processes to manage the personal information we hold. But if you have any concerns or feel your privacy has been breached in some way, let us know. The Spark Privacy complaints process ensures concerns are addressed as quickly as possible. Learn about the privacy complaints process