Broadband and Phone Fair Use Policy

Our Fair Use Policy (Policy) forms part of the General Terms for Residential Broadband and/or Phone Customers. This policy has been developed based on average, expected customer usage profiles.

From time to time, we and/or our Network providers may monitor customer usage patterns.

If your usage of our phone and internet services materially exceeds our estimated average and/or typical customer usage patterns over any day, week, month, (or other period of time as determined by us) or is inconsistent with either normal usage patterns and/or the types of uses and purposes for which we communicate our services are designed for then your usage will be deemed excessive and unreasonable.

Nova Energy and/or our network providers may then request that you stop or alter your usage. If you fail to do so and your unreasonable usage continues after receipt of a request to stop or alter the nature of such usage, we or our network providers may, without further notice, apply charges to your account for the excessive and/or unreasonable element of your usage and/or suspend or remove the service(s) from your account.

Unlimited calling is for standard person-to-person calls to standard NZ landlines and mobiles. Calls to “0900”, “018”, “0161”, “0172” and “059” numbers, switched digital (data) calls, collect calls, audio conferencing, and calling card calls are excluded.

Our services cannot be used for auto-dialling or multiple simultaneous calling, continuous call forwarding, telesales, contact centres, bulk texting by machines, automated texting, the use of Cellular Trunking Units (CTUs) or any other activity we reasonably consider (in our sole discretion) to be non-standard usage. These activities are all considered excessive and unreasonable in accordance with this Fair Use Policy.

Nova Energy reserves the right to publish additional terms and/or requirements relating to fair use that apply to some or all of the services which will provide further rules and details around how such services can be used without notice.