Copyright © 2025 | Telsim New Zealand | All Rights Reserved | NZBN 9429052360985
Telsim offers a range of support options for customers who may have a disability.
Learn about the ways Telsim can assist customers with products, services, and account information.
If you are experiencing difficulties with a Telsim product or service due to a disability, please contact us, and we will work with you to meet your needs.
Our website has been tested to ensure accessibility for people with disabilities. If you encounter any issues with its design or usability, please contact us.
Billing in Large Print
Telsim offers large font billing upon request. We can send it to your registered email address in your Telsim My Account or via post if you prefer.
If you need a bill reprinted in a larger font, please contact us.
Translation and Interpreter Support
If you need a translator or interpreter to assist with your Telsim account, you can authorize them verbally as the account holder. To do so, you’ll need to provide your personal details—name, address, date of birth, and phone number—before transferring the call to the third party.
Appointing an Advocate or Authorized Representative
You can appoint an Advocate or Authorized Representative to manage your Telsim account on your behalf by completing an Authorized Representative Form . If someone holds a valid Power of Attorney or Guardianship Order, they may also act as your Advocate or Authorized Representative. In such cases, a certified copy of the Power of Attorney or Guardianship Order must be submitted along with the form.
An Advocate can communicate with Telsim on your behalf, including making a complaint, but they cannot make changes to your account or services. They also cannot access your information or act on your behalf unless you are present and provide consent. If it is unclear whether you intend to appoint an Advocate or an Authorized Representative, we will assume you are appointing an Advocate.
Accessibility Support for Customers
Emergency Services
To make an emergency call, dial 0800 835746. A Telsim operator will answer and connect you to the appropriate emergency service.
Access Your Account Information
- Stay connected with ease and access your account information anytime, anywhere through the Telsim app or website.
- Find your account details on your invoice, which is sent every month if you have a postpaid mobile or broadband account.
- Get help with your account by:
- Downloading our app on Google Play Store or Apple App Store.
- Visiting the Telsim website.
- Going to your local Telsim store.
- Calling our Care team on 0800 835746 if you are outside of New Zealand.
- Sending an email to our Care team through the Contact Us form.
Visual impairments
Many Kiwis experience visual impairments, and we’re here to ensure that everyone facing vision challenges can still rely on us for support. Our website has been updated to be screen reader-friendly, meaning most of the text and images on our site can be converted to speech.
Our Interactive Voice Response (IVR) system is just a call, ready to guide you through billing details, package information, and more. Alternatively, you can chat with our Care team, who will be happy to assist you.
Colour combination
We’ve identified that some colour combinations on our site don’t provide enough clarity and don’t fully meet accessibility standards. That’s why we’re working to improve the colour contrast to ensure our website is clear and easy to navigate.
If you encounter any issues or have suggestions, please get in touch with us. Your feedback helps us make our website better for everyone.
Trouble hearing
Our website is built with accessibility in mind, featuring closed captions for all videos and audio content.
If you use Bluetooth-compatible hearing aids, many of our devices can connect with them or offer visual alerts for notifications.
If you need help, feel free to reach out to our Customer Care team via email or social media.
For in-person assistance, we work with the New Zealand Relay Service and have staff trained in New Zealand Sign Language to support you. New Zealand Relay is a service for people who are deaf, deaf-blind or speech or hearing impaired. You can use New Zealand Relay to make calls to anyone who has a phone.
Medically Dependent
If you are medically dependent, you may use monitored medical alarms or rely on NZ Relay Services for hearing support.
To request to be listed as medically dependent, please let our staff know. We will review your request on a case-by-case basis to ensure we can provide the necessary support.
Once noted, your account will reflect your medically dependent status, ensuring your landline always remains connected!
Dynamic visuals
We want our website to be easy to navigate, which is why we’re minimizing moving images that could be distracting. When images do move, they will do so smoothly and without sudden flashes.
We’re also redesigning our support pages to be more concise and user-friendly. We understand that long blocks of text can be overwhelming, so we’re adding visuals and screenshots to help guide you through each step, making it easier to find exactly what you need.
Virtual Assistants
Technology is constantly evolving, and now your gadgets—like phones, tablets, watches, and earbuds—come with virtual assistants to make everyday tasks simpler.
Here are some virtual assistants that can help you:
- Siri (on Apple Devices)
- Bixby (on Samsung Devices)
- Google Assistant
- Cortana
- Amazon Alexa
Get in Touch
If you need assistance, you can reach us by phone, email, or chat. You can also schedule an appointment at a convenient time, and one of our Customer Care Representatives will call you back.
For more details on how to contact Telsim, please visit our Contact Us page.