3G Community Impact Report
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Tuesday 30th September 2025
Ngā mihi nui to everyone who shared their experiences, your voices make advocacy possible.
Executive Summary
In June and July 2025, the Digital Equity Coalition Aotearoa (DECA) surveyed 61 community-facing organisations through an online form to understand how the upcoming 3G mobile network shutdown will affect the people they support. We then held a community hui to discuss the findings and throughout August and September we continued to correspond with individuals experiencing the challenges and anxieties of this change firsthand.
Responses came from across Aotearoa. The organisations work to support Māori, older people, lower‑income households, Pasifika communities, tamariki, rangatahi, rural whānau and other groups already facing digital exclusion.
Survey results show relatively high awareness of the shutdown but deep concern. 43% were very aware of the shutdown and 38% somewhat aware, yet 54% were extremely concerned that people will lose connectivity. Older people using basic phones, those facing financial barriers, medically dependent individuals, whānau with older/refurbished devices and rural communities were identified as most at risk.
Key concerns include the financial cost of upgrading devices, lack of digital confidence, limited trustworthy information, potential loss of 111 emergency calling and patchy rural coverage.
Respondents urged decision‑makers to provide clear communication, financial assistance for device upgrades, digital skills support and invest in infrastructure to protect vulnerable communities during this transition.
“Decision makers need to consider who is being most impacted and the inequity compounded by these actions.” Respondent from Tairāwhiti - Gisborne
Levels of Concern
54% of respondents were extremely concerned about disconnection.
43% were somewhat concerned.
Only 2 respondents were unsure.
Who is most at risk when 3G shuts down?
Those most at risk from the 3G shutdown are the very groups already on the sharp edge of the digital divide. For older people and whānau with limited resources, the change threatens to remove one of their few reliable ways of staying connected. Medically dependent people face risks to their safety and wellbeing if devices fail and in rural areas where 3G is often the only signal, the shutdown could mean entire households lose access overnight. We need to better protect lives, dignity and the ability to participate in daily life.
The risk numbers outlined in the survey:
Older people using basic phones – 54 mentions
People facing financial barriers to upgrading – 46 mentions
Medically dependent people – 38 mentions
Whānau using older or refurbished devices – 36 mentions
Rural communities with patchy coverage – 35 mentions
Households relying on mobile dongles/hotspots – 25 mentions
Cost and confidence concerns dominate
For many whānau, the financial and skills barriers linked to the 3G shutdown are overwhelming. Upgrading a device is not a simple swap, it is a major expense in households already choosing between food, power, rent and phone credit. Even when a new device is obtained, a lack of digital confidence means people are unsure how to check compatibility, transfer data or set up new phones. Without clear, hands-on support, the shutdown risks pushing people further into digital exclusion.
The concern numbers outlined in the survey:
Financial burden of upgrading devices – 50 mentions
Lack of digital know-how – 42 mentions
Just as importantly, many feel they are being left to navigate this change alone, exposing a gap in trust and accountability that must urgently be addressed.
“What will be done to support people who can’t afford to upgrade and don’t have the digital literacy skills to make the shift?” – Respondent from Pōneke Wellington
Other major issues
Beyond cost and confidence, communities raised serious concerns about safety, coverage and clarity. The risk of losing access to 111 in an emergency is front of mind, with many fearing that lives could be put in danger if devices fail at a critical moment.
Rural and remote whānau worry that patchy coverage will leave them disconnected altogether once 3G is switched off. Across some groups and many individuals, there is frustration that existing information is confusing, overly technical or feels like marketing rather than practical support.
Additional concern numbers outlined in the survey:
Risk of losing 111 calling – 28 mentions
Patchy coverage in rural/remote areas – 25 mentions
Confusing or insufficient information – 28 mentions
Duty of Care
A strong theme from the survey, our community hui and individual feedback is the absence of clear responsibility when vulnerable people try to upgrade. Community organisations report whānau being sold the wrong phones, pressured into expensive finance plans, or left with no guidance on what to do next. For older people and those with limited digital skills, navigating the retail environment alone is daunting and often ends badly.
This highlights a gap in duty of care. Retailers and telcos are profiting from upgrades, but frontline organisations like libraries, NGOs, foodbanks, marae are the ones actually supporting whānau through the change, usually without resourcing. Communities are calling for stronger protections, plain-language guidance in shops, and accountability measures to ensure no-one is missold or left behind.
“We have already seen people come in who were sold the wrong phone or a plan with unnecessary upgrades. When they tried to return the phone, they were told there was nothing that could be done. Who has the duty of care? At the moment, nobody.” - Librarian, Libraries Horowhenua
DECA has reported these community responses back to the TCF and Telcos, along with clear recommendations:
Commit to finding affordable pathways for those who can’t afford to upgrade. Ensure subsidies, trade-in credits or other options are available.
Build a stronger Retail Duty of Care. Protect customers from mis-selling, upselling or being left without clear guidance when upgrading.
Support Networks. Fund and partner with community organisations who are already trusted to train, guide and reassure whānau through the transition
Closing Statement
DECA remains committed to boosting the signal of community voices back to industry and decision-makers. The 3G shutdown is a live issue, and the concerns of whānau and frontline organisations must continue to shape the response. We invite organisations and individuals to keep sharing their experiences with us, every story strengthens the call for fair, practical solutions that ensure no one is left behind.
“Not everyone has the money to change their phone. Most do not know that 3G is going and if they did, they can do nothing about it. I know of an 80-year-old in rural Rotorua I am caring for — if he needs help I have to drive 4–5 km to get a signal to call an ambulance.” Community Carer
“How are they communicating with vulnerable communities and individuals affected by this change?” Large National Social Service Org. Lead
“People are becoming more and more vulnerable with the changes to modern technology. We have a huge cohort of aging people — it will be a while before all have caught up with technology, if they can afford to.” Kaumātua Support Group Member
“Not everyone has the money to change their phone. Most do not know that 3G is going and if they did, they can do nothing about it.” Library Staff Member
“Whilst it may seem a simple thing to some, are we aware of the further gap this will create in our society?” Large National Social Service Org. Lead
Ph: 022 1719278