Commission 111 Contact Code

The Code came into effect in February 2021 and providers have until August 2021 to make extra support available to vulnerable consumers.

Who does the Code protect?

The Code supports consumers who can no longer call 111 in a power cut because they have moved to new home phone technologies like fibre and 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 offering home phone services 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.

Support under the Code

Home phone customers who don’t have an alternative way to contact 111 in a power cut can apply to their provider if they are at particular risk of needing to call emergency services for health, security or disability reasons. If they qualify, their provider will work with them to determine the right product for their particular needs, at no cost to the consumer.

Customer disputes under the Code

Customer complaints relating to the 111 Contact Code should go to your telecommunications provider.  If a resolution can't be reached within five working days, then you can take your dispute to Telecommunications Dispute Resolution (TDR) – tdr.org.nz

TDR is a free and independent service helping to resolve disputes between customers and their telecommunications provider.

We also note that the Commission is not a disputes resolution service.

• Resources

  • The 111 Contact Code was published on 17 November 2020, after three months consultation with emergency services, consumers, community groups and the telecommunications industry in 2020.
  • Our 111 Contact Code decisions and reasons paper sets out the decisions made and why.
  • A fact sheet on the 111 Contact Code for consumers has been developed by the Telecommunications Forum (TCF, supported by TDR and the Commerce Commission)

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Provider’s compliance with the 111 Contact Code

The Commerce Commission monitors service providers’ compliance with the 111 Contact Code. It is the responsibility of each provider of a retail landline service to ensure that it complies with the Commission 111 Contact Code, and to seek advice including legal advice as appropriate.

If retail service providers have any questions relating to their obligations under the 111 Contact Code please contact regulation.branch@comcom.govt.nz. Please note that any responses should not be used as a substitute for, or relied on as, legal advice on any matter. While we may provide a response that is indicative of our view of the obligations in the Code, only the courts can decide whether obligations in the Code have been breached.