111 Contact Code

The Commerce Commission developed the 111 Contact Code in November 2020 to help vulnerable consumers contact emergency services during a power outage.

The Code requires landline service providers to inform customers which communication devices may not work during a power outage, how to protect themselves, and where to go for help.

Fiber and fixed wireless services won’t work during a power outage unless you have a backup power supply. Similarly, cordless phones and medical alarms without built-in batteries may also not work during a power outage, making it difficult to contact emergency services.

A vulnerable consumer is someone who may need emergency services during a power outage but cannot contact them for a minimum amount of time. If someone at your premises relies on a landline connection for medical, safety, or disability reasons, you can apply to be listed as a vulnerable consumer by contacting us at [email protected].

We will provide you with a proper method for contacting emergency services in case of a power outage at your premises at no cost. We won’t deny or stop the supply of a retail landline service on the basis of knowing or suspecting that a customer is or may become vulnerable.

We suggest keeping a charged cell phone nearby to ensure you have a way of contacting emergency services during a power outage.

Please note that the 111 Contact Code does not cover any medical services or alarms provided by other companies. If you have any concerns about the reliability of these services, please talk to your service provider.