Commission 111 Contact Code

Who does the Code protect?

The Code supports residential landline 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 residential landline 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 is a free and independent service helping to resolve disputes between customers and their telecommunications provider.

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

Resources

• The 111 Contact Code 2024 was published 26 June 2024, following a review of the Code (2020) and consultation with stakeholders.
• The Commission 111 Contact Code (Amendment Version 2024) shows amendments made to the Code, and our 2024 Decisions and Reasons paper sets out the decisions made to amend the Code and why.
• A fact sheet on the 111 Contact Code has been developed by the Telecommunications Forum (supported by TDR and the Commerce Commission). It provides guidance on which technologies will not work in a power failure, who can register as a vulnerable consumer, and how to register as a vulnerable consumer with your provider.
• Our FAQ page provides answers to some of the most common questions about the 111 Contact Code.
• Our application form template is available for providers to use, if they choose to.
• Our 111 Contact Code – Compliance Report provides an overview of compliance activities resulting from our review of 2022/23 Code disclosures.
• The first version of the 111 Contact Code was published on 17 November 2020, after a three month consultation process with emergency services, consumers, community groups and the telecommunications industry. Our 111 Contact Code 2020 Decisions and Reasons paper sets out the decisions made and why.

Provider’s compliance with the 111 Contact Code

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

If providers of residential landlines have any questions relating to their obligations under the 111 Contact Code please contact telecommunications@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.

Current compliance resources are below.