Landline services and power failures
Some modern residential landline services, including services delivered over fibre or fixed wireless technologies, require power at the premises. If there is a power failure, the landline service may stop working and you may not be able to call 111 using that service. Cordless phones and medical alarms without a working battery can also stop working. Ask your alarm provider about backup power.
Back to top ↑Have an alternative way to call 111
Where possible, residential customers should keep an alternative means of contacting emergency services, such as a charged mobile phone with coverage at the premises. You must be able to access and use the alternative. A suitable battery backup or qualifying monitored alarm may also help.
Back to top ↑Vulnerable consumers
If you have no alternative way to contact 111 during a power failure and someone at the premises is at particular risk of needing emergency services because of health, safety or disability circumstances, you may be eligible to apply as a vulnerable consumer under the Commission 111 Contact Code.
A qualifying vulnerable consumer must receive an appropriate way to contact 111, free of charge, that works at home for at least eight continuous hours during a power failure. iTelco cannot refuse or stop residential landline service because someone is, or may become, vulnerable.
Back to top ↑How to apply
You, or someone acting for you, can apply. Risk may be temporary or permanent, including an expected future need. Your application needs supporting evidence or a suitable professional who can confirm your circumstances.
Download the Commission's vulnerable consumer application form (Word). Contact iTelco on 0508 483 526 or support@itelco.nz for help completing and returning it. Do not include sensitive medical documents in the general website enquiry form.
Contact us if your circumstances, address or supplied device change, or if the device stops working.
Back to top ↑Complaints and independent help
Raise a 111 Contact Code complaint with iTelco using the contact details below. If unresolved within five working days, you can refer it to Telecommunications Dispute Resolution (TDR), a free independent service. The account holder may act for someone living at the premises.
You can also report Code compliance concerns to the Commerce Commission at telecommunications@comcom.govt.nz. TDR is the main route for resolving individual disputes.
Read the Commission's current 111 Contact Code and guidance.
Back to top ↑Contact iTelco
Contact us if you need more information or want to discuss a vulnerable consumer application.
Email: support@itelco.nz
Phone: 0508 483 526