Our customers & agreements

Our customers are phone and broadband providers supplying services to residential and business customers around New Zealand. We operate under a number of agreements with Government and our customers including the Telecommunications Service Obligation, Deeds of Undertaking, UFB Services Agreement and the Rural Broadband Initiative contracts.

Delivering our services to you

We operate an open network meaning many different phone and broadband providers can access this and offer innovative products and services to their residential and business customers.

Our team helps phone and broadband providers connect their customers to the world. You’ll see them out and about all the time. Our 2,000 service technicians make about a million visits to Kiwi homes and businesses each year, maintaining and repairing existing phone and broadband lines – and installing new ones.

Working with providers 

We offer a range of options so phone and broadband providers can access our network in the way that works best for them and their customers, over both our copper and fibre networks.

Our products and services include fibre and copper access services; co-location services, allowing providers to place their equipment in our exchanges and cabinets; and, field services utilising the skills of our service technicians.

We offer a suite of regulated services developed with full industry and government consultation to ensure we offer all providers the same service, using the same systems, on the same terms.

Our commercial products are designed to offer services beyond those of the regulated services and create opportunities to make the most of our network assets and national reach.

To assist providers developing unique product offers quickly and cost effectively, we have the Chorus Co-Innovation Model and, as the name suggests, it’s about working together with our customers to develop and deliver great phone and broadband solutions to their customers.

Central to this development model is the Chorus Co-Innovation Lab - an open, live testing environment that gives providers the security to try out their innovations and work with our experts to discover the best way for products to perform in a real world network. The Lab also offers a window into our fibre future.

Want to be a Chorus customer? 

Contact us if you're interested in the exciting opportunities that will emerge via the new fibre network or would like to find out more about what we can help you deliver over our extensive existing fibre and copper networks.

We don't offer retail phone and broadband services to residential or business customers.

Our customers include telecommunications companies, internet service providers (ISP) and network operators. Send us some information about your company and we'll be in touch.

Become a customer

Click on "Pages" or "Next Page" to view variations to the UFB Reference Offer, UFB Services Agreement and RBI Contracts.

Chorus UFB Services Agreement (Reference Offer)

These are the contractual arrangements between Chorus and retail service providers for services delivered across the UFB network.

Revised Chorus UFB Services Agreement General Terms (December 2012)

Chorus UFB Services Agreement General Terms (August 2011)

Chorus UFB Agreement Service Level Terms 

Chorus UFB Agreement Operations Manual 

Forecasting Spreadsheet 

Chorus UFB Services Service Descriptions 

Click on "Pages" or "Next Page" to find information on our notice to launch new UBA variants and information for suppliers to Chorus.

Agreements with Government & Industry

Telecommunications Service Obligation and Levies 

The TSO is the regulatory mechanism by which universal service obligations for residential, local access and calling services are imposed and administered. Chorus is required to maintain lines and coverage obligations, and provide a voice input service. On 9 July 2013, the Government issued a discussion document on the TSO, as part of a scheduled review, proposing a number of potential future options for the TSO, and inviting views on any further options. Chorus is making submissions through the review process. The Government is required to complete the review by the end of 2013. There is no guarantee or certainty of the outcome of the TSO review.

The Telecommunications Development Levy (TDL) is an industry levy of $50 million per year between FY10 and FY16 and $10 million each year thereafter. On 27 June 2013, the Commission determined that Chorus was liable for $6.4 million of the TDL for FY12.

Chorus Open Access Deeds of Undertaking 

Chorus is bound by three open access deeds of undertaking (Deeds). The Copper, Fibre and Rural Broadband Initiative undertakings represent a series of legally binding obligations focused around the provision of services on a non-discriminatory or equivalent basis.

Chorus submitted a transition plan to the Minister in late 2012 relating to the actions required to move to ending the sharing arrangements between Telecom and Chorus, as required by the Deeds.

Sharing Arrangements Transition Plan

Chorus' code of conduct 

As part of renewing our customer focus, Chorus committed to being a compliant open access wholesaler. Our commitment is reflected in the new Chorus Open Access Deeds of Undertaking – which are about creating a level playing field on which all of our customers can compete
Mark Ratcliffe

On 1 December 2011, Chorus became a publicly listed company – with a renewed focus on doing the very best for our customers and delivering on our vision for a fibre future.

As part of renewing our customer focus, Chorus committed to being a compliant open access wholesaler. Our commitment is reflected in the new Chorus Open Access Deeds of Undertaking – which are about creating a level playing field on which all of our customers can compete.

This code of conduct provides important guidance on what we all need to do to meet the commitments we’ve made, including when we are developing and delivering services, talking to customers and managing information.

Many of these requirements (such as non-discrimination and equivalence of inputs) may be familiar to Chorus staff. But Chorus’ Open Access Deeds are new, and there have been some changes.

"I am really proud of Chorus’ reputation and culture of doing the best for customers, but it’s very easy to lose their confidence by not following the rules", says Mark.