111 Contact Code

About the 111 Contact Code

The Commerce Commission’s 111 Contact Code ensures that vulnerable consumers have reasonable access to an appropriate means of calling 111 emergency services during a power outage. The Code applies to customers whose home phone uses fibre or fixed wireless broadband, which rely on power to function. Without an independent power source, these services will not work in a power cut.

Note: This Code applies only to customers with a landline (voice) service provided by PureLink over fibre or wireless broadband.

Using Your Phone in a Power Cut

If your phone service is delivered over fibre or wireless broadband, it relies on your modem having power. During a power outage, your home phone and internet service will not work unless you have a backup power source.

Some medical alarms may also not work in a power cut. If you are unsure, please check with the provider of your medical device.

Alternative Means to Call 111

If mobile coverage is available at your location, a mobile phone can be used to call 111 during a power cut. We recommend keeping your mobile device charged at all times.

You may also use a backup power supply such as a battery, UPS (uninterruptible power supply), or generator to keep your modem and phone running.

Vulnerable Consumers

If you or someone in your household relies on a landline service for health, safety, or disability reasons and has no other means to call 111 during a power cut, you may be eligible to register as a vulnerable consumer.

If you qualify, PureLink will provide an alternative means of contacting emergency services during a power outage at no cost.

Eligibility Criteria

• The person is at particular risk of needing to call 111 for health, safety, or disability reasons.
• You have a voice service over fibre or wireless broadband.
• You have no other way to contact 111 during a power cut (e.g. no mobile coverage or backup power).
• You can provide evidence supporting the need for access to 111.

Evidence Examples

• Electricity Authority Medically Dependent Consumer form
• Letter from a health practitioner
• Protection order
• Impairment ID card
• Verified statement from a nominated person

Nominated Persons

A nominated person is someone qualified to verify your need to access emergency services. Examples include:

• Health practitioners (for health/disability reasons)
• Police officers, registered social workers, lawyers, or family court judges (for safety reasons)

How to Apply

You must be a PureLink account holder or an authorised person on the account with an active voice service. You may apply for yourself or on behalf of someone who resides at your service address.

Download and complete the application form and email it to: help@purelink.nz

Download the Vulnerable Consumer Application form

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What Happens Next

We will assess your application within 10 working days. If accepted, we will provide the necessary backup device at no cost. If declined, we will explain the reason. You may request a review or reapply if your circumstances change.

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Your Rights Under the 111 Contact Code

We are committed to supporting customers who rely on access to emergency services. Below is information about your rights under the 111 Contact Code and how to get help if needed.

Access to Residential Landline Services

PureLink will not refuse to supply, or cease supplying, a residential landline service on the basis that we know or suspect that a customer is, or may become, a vulnerable consumer.

Complaints and Disputes

If you have any concerns or believe we have not met our obligations under the 111 Contact Code, we encourage you to contact us first so we can work with you to resolve the issue.

Contact PureLink

You can get in touch with our team via:

• Phone: 0800 100 714
• Email: help@purelink.nz
• Or through our website contact form

We will do our best to resolve your concern as quickly as possible.

Telecommunications Dispute Resolution (TDR)

If you are not satisfied with the outcome, you can contact the Telecommunications Dispute Resolution (TDR) scheme. This is a free and independent service and is the primary dispute resolution scheme for issues relating to the 111 Contact Code.

• Website: www.tdr.org.nz
• Freephone: 0508 98 98 98
• Email: contact@tdr.org.nz

Commerce Commission

You can also raise concerns about our compliance with the 111 Contact Code with the Commerce Commission.

• Website: www.comcom.govt.nz
• Freephone: 0800 943 600
• Email: contact@comcom.govt.nz

Need More Information?

Visit the Commerce Commission’s website to read the full 111 Contact Code: View the 111 Contact Code

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