As people switch from having a landline on the traditional copper network to landlines connected to the internet via a modem (which needs power to work); there’s a greater need to ensure they have an alternative way to contact 111 emergency services because their landline won’t work in a power cut. That’s why the Commerce Commission introduced the 111 Contact Code.

The purpose of the code is to ensure people who have landlines, cordless phones or medical alarms (without an inbuilt battery) which rely on an internet connection to work are aware that during a power cut, they need a back-up plan. This is because the services (e.g. fibre, DSL and fixed wireless) that make these devices work  require power to operate. During a power cut, they therefore won’t be able to use their medical device or call 111 unless they have an alternative way like a mobile phone or battery back-up.

If they or someone in their household are vulnerable, i.e. at particular risk of needing to call 111 for health, safety or disability reasons, and don’t have an alternative way to make these calls during a power cut, they can apply to their landline provider to supply an appropriate means so they are able to (e.g. basic mobile phone or similar).

What does that mean for me? Is there a cost involved?

If you or someone in your household are a vulnerable consumer, as defined in the new code, we are required to provide you with an appropriate way to enable you to make 111 calls at no cost to you. We can’t deny or stop supply of a landline service because of vulnerability.

More information on the 111 Contact Code, and a copy of it is available on the Commerce Commission’s website here.

You can apply to be covered by the 111 Contact Code and for us to provide you with an appropriate way to call 111 in a power cut, if you meet all three criteria below:

1. Your landline at home is currently with Contact;
2. you or a person in your household are at particular risk of needing the 111 emergency service due to health, safety or disability reasons (either now or sometime in the near future); and
3. in the event of a power cut at your home, you or a person in your household has no alternative way to contact 111 which can work for a continuous 8 hour period. 
   
   

What do you mean by ‘at particular risk of requiring the 111 emergency service due to health, safety and disability reasons (either now or in the future)’?

• At particular risk means a person who is more likely than other people to require the 111 emergency service because of specific circumstances applicable to that person.
• The circumstances include health, such as known medical conditions; safety such as family violence; or disability reasons including sensory, intellectual or physical impairment.
• These circumstances are either present now or are known to be in the future, for example if you’re booked in for future surgery.

You won’t be eligible to apply if you or the person wanting to be covered under the 111 Contact Code already have an alternative way to call 111 during a power cut. For example:

• If you have a copper landline service (because this service will continue to work in a power cut). 
• If you or the person wanting to be covered by the Code has unrestricted access to a mobile phone and adequate mobile coverage where you live.
• If you or the person wanting to be covered by the Code have uninterruptable power supply (e.g. battery back-up) to maintain a means for calling 111 in the event of a power cut.  

If you meet the eligibility criteria, see below on how to apply.

You can apply for yourself or on behalf of someone in your household by simply downloading and completing the 111 Contact Code application form, then returning it to us either by email ([email protected]) or post (Contact Energy, PO Box 624, Wellington). The form must be completed by the account holder or an authorised person on the account.

Once we receive all the information we need, we’ll get in touch to let you know whether you’ve met the criteria to be covered under the 111 Contact Code. If you do, we’ll add you to our 111 Contact Code register and provide you with an appropriate device to enable you to make 111 calls (e.g. mobile phone able to make 111 calls or battery back-up).

What information do I need to provide to support the application?

You can either provide sufficient evidence for why you (or the person you’re applying on behalf of) are at particular risk of requiring the 111 emergency service or you can nominate a person we can talk to who can verify the circumstances.

Examples of evidence that may be sufficient include:

• a completed Electricity Authority ‘Notice of Potential Medically Dependant Consumer (MDC) Status’ form, which includes a certification from a DHB, private hospital or GP; 
• a protection order;
• a letter from a health practitioner (e.g. a GP); or
• documentation of impairment (e.g. an ID card).

A nominated person must be in an occupation that makes them competent to give their opinion on whether you (or the person you are applying on behalf of) is at particular risk of requiring the 111 emergency service. We recommend you contact the nominated person to discuss the application before submitting it to us.

If you have any questions about the form or the 111 Contact code, please contact us on 0800 909 000.  Alternatively, you can contact the Commerce Commission at [email protected] or phone the Commission’s Enquiries team on 0800 943 600.

The 111 emergency services include the ambulance service, police service and fire and emergency service.

New Zealand is retiring its 3G mobile networks from the end of 2025, and we’re here to help you stay connected. If you’re using a 3G- only phone, its likely to stop working after the shutdown.

More info

Therefore, you may need to apply for another back-up plan by completing the 111 Contact Code application form, then returning it to us either by email ([email protected]) or post (Contact Energy, PO Box 624, Wellington). The form must be completed by the account holder or an authorised person on the account.

Please talk to us first, we will do everything we can to try and sort it. If we can’t resolve your complaint, you can go to the Telecommunications Dispute Resolution Scheme (TDR). This is a free, independent service that help with complaints regarding consumers rights and obligations under the 111 Contact Code. If you aren’t satisfied with either of these, you can take your complaint to the Commerce Commission.