In November 2020, the Commerce Commission published the 111 Contact Code
to ensure that vulnerable consumers can contact emergency services in the
event of a power failure at their premises.
The Code requires retail landline service providers to inform customers which
telecommunications technologies and devices may not work in the event of a
power failure, how they can protect themselves, and where to go for support.
What Services are affected?
Fibre and fixed wireless will not work in the event of a power failure unless you
have a backup power supply, so if your landline is supplied over these
technologies you will not be able to use it to contact the 111 emergency service
during a power cut.
Certain devices at your premises, such as cordless phones and medical alarms
without an inbuilt battery, may also not work in the event of a power failure
without a backup power supply, so you may not be able to use them to contact
the 111 emergency service during a power cut.
We recommend keeping a charged mobile phone on hand to ensure you
have means of contacting the 111 emergency service in the event of a
power failure at your premises.
Please be aware that the 111 code does not cover any medical services and/or alarms - such as those provided by St John - you may have installed in your home. Please talk to the provider of these services if you have any concerns about their reliability.
Who is a vulnerable consumer?
The code defines a vulnerable consumer as someone who is at particular risk of
requiring the 111 emergency service and does not have a means for contacting
the 111 emergency service that can be operated for the minimum period in the
event of a power failure.
How do I get my account listed as Vulnerable?
You can apply to be listed as a vulnerable consumer if someone at your premises
relies on your landline connection for medical, safety, or disability reasons by filling an application form.
We will send you an appropriate means of contacting the 111 emergency service
in the event of a power failure at your premises at no cost.
We will not deny or cease supply of a retail landline service on the basis that we
know, or suspect, a consumer is, or may become, a vulnerable consumer.
Have a concern?
Please contact us here if you have any concerns about the information provided, or if you have any sort of complaint about this process.