Priority Assistance Frequently Asked Questions

Last updated: Monday, 15 February, 9:00am


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Supermarkets are an essential service as part of New Zealand’s response to Covid-19.  For some people, online delivery is the only way they will be able to access essential food and groceries, which is why we’ve been working to prioritise those customers who the government has recommended to stay at home as much as possible. 

Our Priority Assistance service provides dedicated delivery times for customers who most need access to online delivery services at this incredibly challenging time.

If you have previously applied and were approved, you don’t need to reapply for this service as you will already have priority access to delivery slots for your online shopping.

We’ve based eligibility for Priority Assistance on the government’s guidelines around those who are most at risk:

  • People over 70 years of age
  • People undergoing treatment for cancer and or with blood conditions that make them more vulnerable to COVID-19.
  • People with chronic illnesses including respiratory conditions, heart conditions, high blood pressure, kidney problems and diabetes where these illnesses or conditions prevent you from going to the supermarket.
  • People who are in mandatory self-isolation after returning from travel or coming into contact with someone confirmed to have COVID-19.
  • People with disabilities where these prevent you from shopping in our stores. (We're working with a range of organisations throughout New Zealand such as CCS to make sure people are aware of this service.)
  • Pregnant and recently pregnant women (within six weeks since being pregnant).

Please apply online and we will review your request.

To apply for our Priority Assistance service, please call our Customer Care team on 0800 40 40 40.

Any information to support your request for Priority Assistance eligibility is helpful e.g SuperGold card number, Mobility card number, a description of your medical condition and medical certificate from your doctor. Please make sure you provide all relevant additional information in the “reason” field.

You will receive a confirmation by email as soon as we can after your application has been received.

We’ll make contact with customers as soon as we can using the email provided in the registration process. Please do not email or call to find out the status of your application as this will slow down our efforts to serve as many customers as possible.

Applications must be done online, however if you aren’t able to do this yourself, please ask a family member or friend to help register you for online shopping and complete this form on your behalf.

Our dedicated team are working through these as quickly as we can. You’ll be notified of your approval as soon as possible.

You will receive an email advising you of the outcome of your application.

Yes the standard delivery fees apply

  • $14 - for orders up to $199.99
  • $9 - for orders over $200.00
  • A minimum order value of $50
  • A bag charge of $1 per order will be applied at checkout
  • Different rates apply for Rural or Provincial orders
  • This amount is added on top of your order

You will receive a confirmation by email as soon as we can after your application has been received.

If you are approved for the Priority Assistance service you will automatically see all available dedicated delivery times within 24 hours of your application being approved. 

At the moment we don’t have a time limit. We will continue to review this as the situation develops and changes.

Please call our Customer Care team on 0800 40 40 40.

Sorry no - you do need to complete the registration form yourself or get a friend to help you.

For health and safety reasons, and to play our part in helping to prevent the spread of COVID-19, all our deliveries are contactless. We will leave it on your doorstep and text you to let you know it has arrived.

At the moment we are prioritising those New Zealanders who are unable to visit our stores, however we are also working on other ways we can help support vulnerable New Zealanders at this time.

The request is reviewed by our team and a decision is made based on the criteria that you entered when submitting a request.

We may check aspects of any application as needed. As part of the application, we require you to confirm that the information provided is correct and that you consent to us validating this information with a third party or Government public sector agency if we need to.

Based on the current government guidelines of those most at risk, and the information you provided us, we have had to prioritise other customers who have higher priority needs at this time.

We would like to assure you that all our stores are open and have thorough cleaning, hygiene and physical distancing measures in place.