New Zealand Short Codes Best Practices

The following topics are discussed in this guide. Click a topic to skip directly to this information:

To apply for New Zealand Short Code please follow the guidelines here.

New Zealand Short Code Content Restrictions

Please also refer to Twilio’s AUP for additional content restriction details. 

See the table below for the type of content that is or is not allowed in New Zealand.

Type of Message Content

Allowed

Not Allowed

Adult

 

(error)

Alerts*

(tick)

 

Gambling / casinos

 

(error)

Illegal products or services

 

 (error)

Malware

 

 (error)

Marketing*

(tick)

 

Notifications*

(tick)

 

OTP*

(tick)

 

Political causes / politicians

 

(error)

Promotions*

(tick)

 

Religious

 

(error)

Sensitive data (end user)

 

(error)

Sexual (explicit)

 

(error)

Spam / phishing

 

(error) 

Special offers*

(tick) 

 

Third-party rights violations (copyrights, registered trademarks)

 

(error)

*For all allowed cases, please refer to TCF regulations.

Other New Zealand Short Code Restrictions

Restriction type Explanation
Hours

No specified hours, but service needs to adhere to applicable regulations

Message Length Maximum of 10 concatenated parts
Message Frequency Service needs to adhere to TCF requirements
URL Usage

Service needs to adhere to TCF requirements

SMS Communication Service needs to adhere to TCF requirements

New Zealand Short Code Opt-In Requirements

Opt-in needs to be via MO at either standard charge or no charge to the handset owner.

As per the TCF code, the following section applies:

18. Non-Premium – Customer Consent, Authorisation & Initiation
This section outlines the general requirements for Customer Consent and Initiation that applies to NonPremium Messaging Services.

18.1 Customer Consent

18.1.1 No Messages or Messaging Service should be sent to Customers unless the Customer has Consented to receiving them prior (either via Express or Inferred Consent) in accordance with the interpretation of Consent as defined in the UEMA.
18.1.2 The Customer must be clearly and reasonably informed in advance of the nature and content of the Messaging Service they are consenting to be provided with.
18.1.3 A Customer who has consented to the receipt of Messages relating to a specific Messaging Service may not be sent Messages relating to another Messaging Service without their prior Consent.

18.2 Types of Consent

18.2.1 Non-Premium Subscription Service - Minimum Inferred Consent is required however Express Consent may be required depending on the specific type of Messaging Service
18.2.2 Non-Premium Non-Subscription Service - Inferred consent is required.
18.2.3 Record of Consent: Aggregators must retain records of all Customers’ Consent for their Messaging Service for a minimum of 2 (two) years or such other period as required by the UEMA from the date the Consent was granted. Where these actions were undertaken wholly or in part via mobile, the Aggregator must retain sufficient information for the TSP and the Aggregator to reconcile the transaction with its internal records if required.

18.3 Age Restricted Service

The additional rules for customer authorisation, initiation and termination of Non-Premium Age Restricted Services are as follows:

18.3.1 Customer Opt-in: The application to ‘opt in’ may be in electronic or hard copy and must be accompanied by:

(a) The name of the Customer;

(b) The account number;

(c) Other information required

(d) The identification used; and

(e) A declaration that the Customer is at least 18 years of age.

18.3.2 Offering Age Restricted Services: An Aggregator or Content Provider must not offer Age Restricted Services without ensuring the controls are in place as referred to in section 23.

New Zealand Short Code Opt-Out Requirements 

As per the TCF code, the following section applies:

21. Non-Premium Subscription – Termination of Services

This section outlines the requirements for the termination of Non-Premium Subscription Services.

21.1 Procedures: Aggregators must ensure that appropriate, legally compliant procedures are in place to enable the Customer to notify the Aggregator if they no longer wish to receive any type or category of Messages. These procedures must be easy to use and must minimise any inconvenience or cost to the Customer.

21.2 Message Originator: All Messages composed and/or conveyed by Aggregators must contain sufficient information to enable the Customer to identify the originator of the Message and to allow the Customer to contact the originator if they wish to opt out of further Messages. Refer to clause 22 for more details on what information the Aggregator must include in the Message, depending on the type of Messaging Service.

21.3 Opt-out Channel: The Aggregator must ensure the Customer can unsubscribe via the mobile handset and at least one of the advertised customer support channels as specified in Section E (Customer Support).

21.4 Opt-out via non-Mobile Channel

21.4.1 Response Timeframe: Where a Customer unsubscribes from a Subscription Service or marketing material by telephone or some means other than their mobile phone, the Aggregator must comply with that request within two Working Days following receipt for requests to unsubscribe from that Subscription Service.

21.4.2 Unsubscribe Confirmation: Customers who unsubscribe from a Messaging Service via a nonMobile Channel (e.g. IVR, voice call, email, web) must always be notified that they have been unsubscribed from the Messaging Service.

21.4.3 Refunds: If a billed message is sent after an unsubscribe request is received the Aggregator must facilitate a refund to the Customer for all charges incurred after the request is received.

21.4.4 Unsubscribed Confirmation Message: A Message must be sent to the handset to confirm the termination of a Subscription Service. The confirmation is required to be sent as: (a) A standard, dedicated Message; and (b) At no charge to the Customer unless the Messaging Service terms and conditions clearly state that there would be a charge of no more than the Standard Charge to opt-out.

21.5 Opt-out via Mobile Channel

21.5.1 Response Timeframe: Any Customer notification or request to unsubscribe received via mobile channel must be complied with within 10 minutes of receipt. With the exception of the Unsubscribed Confirmation Message detailed in clause 21.5, below, no further Messages may be sent to a Customer who has notified the Message originator of their wish to opt out, unless the Customer requests or Consents to the receipt of further Messages.

21.5.2 ‘STOP’ Operations: A ‘STOP’ request sent to a Short code will terminate all Subscription Services from that Short code as follows:

21.5.3 ‘STOP’ and other Key Words: A ‘STOP’ request is deemed as any Message sent to the Short code that contains the word “STOP” in any form of case sensitivity (e.g. uppercase, lowercase etc). The Aggregator can choose to recognise other Key Words in addition to ‘STOP’ to indicate the Customer is opting out of the Messaging Service, such as “QUIT”.

21.5.4 Charges: The Customer must not incur any charge for unsubscribing using the ‘STOP’ command unless the Messaging Service terms and conditions clearly state that there would be a charge of no more than the Standard Charge to opt-out.

21.5.5 Refunds: If a billed message is sent after the ‘STOP’ Message has been received, the Aggregator must facilitate a refund to the Customer for all charges after the ‘STOP’ Message is received.

21.5.6 Unsubscribed Confirmation Message: A Message must be sent to the handset to confirm the termination of a Subscription Service. The confirmation is required to be sent as: (a) A standard, dedicated Message; and (b) At no charge to the Customer unless the Messaging Service terms and conditions clearly state that there would be a charge of no more than the Standard Charge to opt-out.

21.5.7 The Message content must contain the following information, and no other content is allowed to precede this: (a) Name of the Subscription Service/s that have been unsubscribed from; (b) May include information about how to rejoin the Subscription Service; and (c) Include Contact Details as per section E.

21.5.8 The Message must not include any adult-related language or concepts.

21.5.9 Multiple Subscription Services on one Short code: Subject to section 21 if multiple Subscription Services do share a common Short code, any ‘STOP’ command sent to unsubscribe from a Subscription Service on that Short code must be treated to action a unsubscribe from all Subscription Services sharing that Short code provided that the aggregator or content provider is unable to differentiate which service is being unsubscribed from.

21.5.10 Single Subscription Service across Multiple Short codes: Subject to section 21 if a single Subscription Service shares multiple Short codes, any ‘STOP’ command sent to unsubscribe from that Subscription Service on either of the Short codes must be treated to action a unsubscribe from all Subscription Services sharing those Short codes provided that the aggregator or content provider is unable to differentiate which service is being unsubscribed from.

21.5.11 Advanced ‘STOP’ Commands for multiple Messaging Services: In the cases where an Aggregator is providing multiple Messaging Services on a common Short code, support for advanced ‘STOP’ commands is allowed provided the following guidelines are met:

(a) The ‘STOP’ command must be received in the format “STOP < Messaging Service name>” or vice versa, and must be unambiguously matched to the Messaging Service.

(b) If the < Messaging Service name> is unrecognisable, then the ‘STOP’ command must be treated as a full ‘STOP’ command for all Messaging Services on that Short code.

Example Scenario 1: Customer has subscribed to three Subscription Services “Games”, “Tones” and “Wallpapers” that reside behind the one Short code. Customer sends a Message “STOP” to the Short code.

Action: The subscription to all Subscription Services must be cancelled.

Example Scenario 2: Customer has subscribed to three services “Games”, “Tones” and “Wallpapers” that reside behind the one Short code. Customer sends a Message “STOP games” to the Short code.

Action: The subscription to the Games Service must be cancelled, and the Tones and Wallpapers Subscription Services can continue.

Example Scenario 3: Customer has subscribed to three services “Games”, “Tones” and “Wallpapers” that reside behind the one Short code. Customer sends a Message “STOP ring” to the Short code.

Action: Customer has not been unsubscribed from “Ring” as it’s not a valid Service. This should be treated as a full ‘STOP’ command and the Customer removed from all Subscription Services – see above.

Have more questions? Submit a request
Powered by Zendesk