The Commerce Commission’s 111 Contact Code makes sure that vulnerable consumers have reasonable access to an appropriate means of calling 111 emergency services in the event of a power cut.

The Code supports consumers who can no longer call 111 emergency services in a power cut because their home phone landline uses a technology like a Fibre or Fixed Wireless. These technologies need a power supply in the home to work, meaning they will not work in a power cut, without an independent power source.

Under the Code, telecommunications service providers must tell new customers, and remind existing customers at least once a year, that their home phone may not work in a power cut. Providers must also tell their customers how they can protect themselves and where to go for further support.

Landline customers who don’t have an alternative way to contact 111 emergency services in a power cut can apply to their provider if they are at particular risk of needing to call emergency services for health, safety or disability reasons. If you, or someone in your household, qualifies, TelnetNZ will work with you to determine the right device for your particular needs.

Your phone line may not work in a power cut

If your landline service is provided over a Fibre or Wireless Landline service, then it may not work in a power cut. This is because these technologies rely on power in your home to operate. This means that if there is a power cut in your home you will not be able to make calls to 111 emergency services on your landline (unless you have a backup power source).

If your landline is provided by copper, this technology does not rely on power in the home and will continue to work in a power cut. So long as you have a compatible device (see below) you will still be able to make calls to 111 emergency services on your landline.

Your devices may not work in a power cut

Some equipment in your home needs power to work, regardless of whether you have a copper, Fibre, or Wireless Landline service connection. For example, cordless phones such as DECT phones usually need power to continue to work (even on a copper connection). You will not be able to use them to make 111 emergency services calls in a power cut. However, there are some phones/handsets, which when used on a copper connection, will continue to operate in a power cut, we recommend you check with your phone manufacturer if you are unsure.

Some medical alarms may also not work in a power cut – you should speak to the company that provided the device if you are unsure.

Make sure you have another way to access 111 emergency services in an emergency.

We recommend you have an alternative means of contacting 111 emergency services in the event of a power cut such as a charged mobile phone. Remember to keep the mobile phone charged, make sure everyone at your place has access to it and knows how to use it in an emergency.

If you, or someone in your household, relies on your landline service for medical, safety or disability reasons, you may be able to apply to be listed as a vulnerable consumer.

If you qualify, TelnetNZ will provide you with a means to call 111 emergency services in the event of a power cut.

You can read more about how to apply further down this page.

It’s important that every New Zealander feels safe. And under the Commerce Commission’s 111 Contact Code, it’s our responsibility to provide extra support to people who qualify for it, for health, disability or safety reasons. Whatever the situation, we’ll never refuse to provide you with a landline just because you need this extra support.

Download the Vulnerable Consumer Application form

You can register with TelnetNZ as a vulnerable consumer if all of the following apply:

1. You (or someone in your household) is at particular risk of needing to call 111 emergency services for health, safety, or disability reasons.
2. You have a landline service provided over Fibre or Wireless Landline service. This is because these services will not operate in the event of a power cut and, if this happens, you will not be able to use it to make calls to 111 emergency services.

Note: The Code only applies to Fibre and Wireless services which include a landline voice service. This is because copper landline services will continue to work in a power cut. Broadband only customers cannot apply.

3. You (or a person in your household) have no other way to call 111 emergency services in the event of a power cut. For example, if you have access to a mobile phone and are able to make calls to 111 emergency services, or your services are already protected by a backup generator or battery, then you will not qualify.
4. You will also need to provide sufficient evidence to support that you, or a person from your household you are applying on behalf of, are at particular risk of requiring 111 emergency services.

Example of documents/examples you can use as evidence:

• A completed Electricity Authority ‘Notice of Potential Medically Dependant Consumer (MDC) Status’ form, which includes a certification from a DHB, private hospital or GP. Go to Electricity Authority: Medically dependant and vulnerable customers
• A protection order
• A letter from a health practitioner (e.g., a GP)
• Documentation of impairment (e.g. an ID card)

Alternatively, you could also provide us with details of a nominated person who we can contact to verify that you, or the person in your household, are at risk of requiring 111 emergency services. We recommend that before you make your application to us, you (or the person from your household) first contact the nominated person to discuss the application.

A nominated person must be someone who, by virtue of their occupation, is competent to give an opinion on whether you (or the person you are applying on behalf of) is at particular risk of requiring the 111 emergency service.

Examples of nominated persons you could use:

• If the health or disability category has been ticked in the form, then a health practitioner (such as a GP) could be a nominated person.
• If the safety category has been ticked, then a police officer, a currently registered social worker, a lawyer (with a current practising certificate), or a family court judge could be a nominated person.

Important:

• If anything on the application is missing, we may contact you for more information and add it to the application on your behalf after you have signed it.
• The information regarding the application status, Vulnerable Consumer status and the device provided will be available on the account and accessible by the account holder and all authorities on the account.
• The Vulnerable Consumer Status will be used by TelnetNZ and trusted third parties to ensure you are not unduly put at risk when connecting, disconnecting, maintaining or repairing faults with your TelnetNZ services.

Download the Vulnerable Consumer Application form

You need to be a TelnetNZ account holder, or someone authorised on a TelnetNZ account, with an active landline service, to be able to apply. You can apply either for yourself or on behalf of someone who normally resides at the address where the Fibre or Wireless Landline service is provided.

If you are an account holder or an authority on the account, and the vulnerable user has no backup device (e.g., mobile phone or power back-up) to use in a power cut, you will need to download and complete the Vulnerable Consumer Application form and email it to info@telnetnz.co.nz.

Alternatively, you could post the form to:

P.O Box 12996

Penrose, Auckland, New Zealand

If you (or the person in your household) are unable to email or send a printed form, please call us on 0800 00 1919. Please ensure you have all relevant information with you when you call, including the nominated person’s contact details.

We have specific responsibilities under the Commerce Commission’s 111 Contact Code. If you don’t think we’ve done a great job, or met these responsibilities, please let us know by calling 0800 00 1919 or email info@telnetnz.co.nz. One of our team will then contact the account holder to discuss and attempt to resolve any issues.

You can also raise a complaint to the Commerce Commission. You can do so at comcom.govt.nz