Compass Mobile Terms and Conditions

Fair Use

All Mobile Services are subject to our Fair Usage Policy. We may apply our Fair Usage Policy where in our reasonable opinion your usage of our Services is excessive and/or unreasonable as detailed in this paragraph. We have developed our Fair Usage Policy by reference to our average customer profiles and estimated customer usage of our Mobile Services. If your usage of our Mobile Service exceeds estimated usage patterns over any month, then your usage will be excessive and/or unreasonable. If your usage is excessive and/or unreasonable we may contact you to advise you that your usage is in breach of our Fair Usage Policy. If your excessive or unreasonable usage continues after receipt of a request to stop or alter the nature of such usage, we may without further notice, apply charges to your account for the excessive and/or unreasonable element of your usage; suspend, modify or restrict your use of the Mobile Services or withdraw your access to the Services.

Restricted Use

We can suspend, bar, re-direct or restrict your usage of any or all of the Services or disconnect your connection and end this Agreement without notification if:

  • Your usage of the Mobile Services is unusual or excessive;
  • You continue to use the Mobile Services in breach of our Fair Use Policy after we have contacted you to discuss your excessive usage;
  • You tamper with or modify any SIM card other than in accordance with instructions given to you by us;
  • We suspect you of using the Mobile Services for any illegal or fraudulent activity; or
  • All of the Mobile Services are permanently or temporarily (for any reason) unavailable to you

And all charges for any Mobile Services will be payable by you in accordance with this Agreement.

Roaming (Service outside NZ)

Subject to your connection agreement, and to your meeting our credit criteria, we will enable roaming within 48 hours of receiving your request. To apply for roaming to be activated please call us on 0800 640 840.You acknowledge that service outside of New Zealand is provided by external carriers (Vodafone and others) and is subject to those carriers’ terms and conditions.

Data Roaming

If you wish to register for and use our data roaming service then the following provisions will apply in addition to, and without limiting the other “General Provisions” set out above: Before travelling overseas you must have a current connection agreement if an on-account customer, or a temporary credit arrangement if a prepay customer. You must have a data capable device connected for overseas data roaming. You agree to be charged for using data roaming at the rates set out by external carriers advertised by us, either on our website or via other means from time to time. While we frequently update the website, we accept no liability for fluctuating prices with overseas carriers. We recommend you check on pricing with overseas networks at the time of roaming. You acknowledge costs are measured on data volume. The speed at which a device receives data impacts volume and therefore price. Since overseas networks vary their data speeds, ensuing charges will relate to the amount downloaded rather than time spent online.


Compass Mobile for Business utilises the 4G network.


Unless otherwise advised, from time to time all outgoing calls are charged at airtime rates based on the charges from the external carrier. This airtime rate will vary from carrier to carrier. International rates will also apply where you make international calls (including calls to voicemail). Charges may change without prior notice and all prices are indicative only. If your pricing plan includes monthly minutes, these minutes do not apply to roaming charges. 0800(1800) and other special numbers may be charged for external carriers. TXT messages sent while roaming have a surcharge applied by the external carrier. The surcharge rate will vary from carrier to carrier. Incoming calls are charged at the international rate applicable at the time the call is made to you. Some external carriers may add an incoming call rate from the time you answer the call. You agree that all charges incurred while roaming will be charged to your monthly statement. You agree to pay all charges in full when they are due. (There may be delays in Compass receiving notice from external carriers to be billed to you. This does not affect Compass’ right to charge you or receive payment from you.)


Promotional offers may not apply to you while you are roaming. If you are in doubt, please call Customer Services before you leave New Zealand for specific promotion details.


As roaming involves services provided by parties other than Compass, you agree that we will not be responsible for the way in which any external carrier provides or fails to provide any service (including disconnection, lack of coverage or the performance of that carrier’s network).


You will be taken to have accepted these terms and conditions from time to time in accordance with your connection agreement.

Cancellation of service

Compass Mobile has no contract term. We require 30 days’ notice of cancellation. Should you choose to cancel we may charge you (in which case you will be liable to pay) the monthly charges, as specified for that Service, for the 30 day or part of that period.

If you choose to cancel your service within the first 12 months of service, you agree to repay any promotional credits associated with that service.

If you Port a number or all of the Phone Numbers to another Telecommunications Service Provider, this will constitute termination of your Services and should such termination take place before the end of the Initial Term, you will be liable to pay all or in part any notice of cancellation charges remaining.

If you lose your SIM card, you must contact us immediately. You are responsible for any costs incurred by the use of the services up until the time you notified us of the loss of the SIM card, and for the cost of replacing the SIM card.

Incorrect PIN entry three times in a row will block your SIM card. You will need to contact us on 0800 640 840 to receive an unblocking code (PUK). Repeated blockings can disable your SIM card and you will need to purchase another if this occurs.

Each call is charged at the applicable rate when the call commences. You are responsible for all call and messaging costs regardless of any assumptions you may make about which network is carrying a particular number.

If you use roaming services, then you will incur charges from the Network Operator(s) in the relevant roaming country in addition to our charges. The charges may include charges for connection to their network, charges for calls or messages sent or received, charges for content downloaded and any other charges which the Network Operator(s) may impose from time to time for using their services. Minutes or other entitlements which may come with your Compass Mobile plan will not apply when roaming; and it is your responsibility to be aware of the charges of the networks on which you are roaming.

If you access the internet via your Compass Mobile service, you agree to abide by the Internet/ISP Terms and Conditions above.

Last updated: 8th June 2020