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Priority Assistance Service

Update: We're continuing to receive a large number of applications for this service and our dedicated team is working through these as quickly as we can. You'll be notified of your approval as soon as possible. Thanks for your understanding and patience.

To ensure the customers who most need it have access to online delivery services at this time, we are taking applications for a Priority Assistance service for online deliveries.

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.)

Please note: We're experiencing extremely high demand for Priority Assistance. While we would love to be able to prioritise every New Zealander who meets the above criteria, our team needs to make decisions and prioritise based on the information we receive and where the need is greatest. We understand this will be disappointing for many customers, however we hope you can appreciate that we are doing our best to serve as many customers in need as possible.

Please help us to help those most in need by only applying if you have no other way of getting your groceries. We encourage any customers who can shop in our stores to do so. We’re open right through the lockdown.

For more information on the service and the application process please see our Priority Assistance FAQs

Applications need to be completed online. If you are not able to do this yourself please ask a family member or friend to register you for online shopping and complete this form on your behalf.

To apply for Priority Assistance please complete the form below and include any supporting information to help our team assess your request.

Our team will review your request and contact you as soon as possible to confirm your Priority Assistance status.

To apply for Priority Assistance please first Register or Sign in for online shopping, then come back to this page to see and complete the application request form.

Register Sign in

Please use the same email address as for your Online Shopping account

All information provided will be treated in accordance with our Privacy Statement and Privacy Policy

Applicants must be residing at the registered address on their Online Shopping account. Limited to one 'Priority Assistance' service, per address. Eligibility is based on, but not limited to, those who hold a SuperGold card or a Mobility card, customers who have a disability, compromised immunity or certain pre-existing conditions. 'Priority Assistance' delivery time slots are limited and are not guaranteed. Countdown may amend, or withdraw, the provision of the 'Priority Assistance' service at any time, and at its discretion. This eligibility criteria should be read in conjunction with the full terms and conditions applicable to shopping online with Countdown (

Need help?

We’re currently experiencing an unprecedented amount of calls and our team is working hard to help all of our customers as quickly as possible. Unfortunately there will be delays if you call, so wherever possible please try not to call us unless it’s absolutely essential.

If you need to contact us please get in touch with our dedicated Priority Assistance team by email at or on 0800 477 655.