In November 2020, the Commerce Commission published the 111 Contact Code to ensure that vulnerable consumers can contact emergency services in the event of a power failure at their premises.

The Code requires retail landline service providers to inform customers which telecommunications technologies and devices may not work in the event of a power failure, how they can protect themselves, and where to go for support.

What Services are affected?

Fibre and fixed wireless will not work in the event of a power failure unless you have a backup power supply, so if your landline is supplied over these technologies you will not be able to use it to contact the 111 emergency service during a power cut.

Certain devices at your premises, such as cordless phones and medical alarms without an inbuilt battery, may also not work in the event of a power failure without a backup power supply, so you may not be able to use them to contact the 111 emergency service during a power cut.

We recommend keeping a charged mobile phone on hand to ensure you have means of contacting the 111 emergency service in the event of a power failure at your premises.

Please be aware that the 111 code does not cover any medical services and/or alarms - such as those provided by St John - you may have installed in your home.  Please talk to the provider of these services if you have any concerns about their reliability.

Who is a vulnerable consumer?

The code defines a vulnerable consumer as someone who is at particular risk of requiring the 111 emergency service and does not have a means for contacting the 111 emergency service that can be operated for the minimum period in the event of a power failure.

To qualify as an Orcon Vulnerable Consumer under the 111 Contact Code you must:

• Be a consumer of a landline service with Orcon; and
• Demonstrate you are at particular risk of requiring the 111 emergency service due to health, safety or disability reasons; and
• Not have a mobile (on any provider) that can be used as an alternative at home or an alternative power source; and
• Not have an alternate power source or another means for contacting the 111 emergency service from your landline premises that can be operated for an eight hour period in the event of a power outage.
• We will send you an appropriate means of contacting the 111 emergency service in the event of a power failure at your premises at no cost.
• We will not deny or cease supply of a retail landline service on the basis that we know, or suspect, a consumer is, or may become, a vulnerable consumer.

Here’s how to nominate yourself or someone you know as a Vulnerable Consumer:

• Download our Vulnerable Consumer application form
• Print the form and fill in the relevant details. Please avoid any sensitive medical information.
• Scan your completed form and email it back to vulnerability@email.orcon.net.nz.  
• You can also post the form back to us at this address:

Attention: 111 Vulnerable

Consumer Callplus Services Limited
PO Box 8355
Symonds Street
Auckland, 1150
New Zealand

Please note, to fill in the form you must be listed as an authority on the relevant Orcon account.

Disputes and complaints

If you have questions or concerns about the information provided or if you wish to make a complaint, please email us at vulnerability@email.orcon.net.nz.

If you remain dissatisfied with the outcome of your case, then you can refer your complaint to the Telecommunications Dispute Resolutions Scheme (TDR). TDR provides a free and independent service for residential and small business customers and engages with Orcon to find a resolution on your behalf. The account holder can raise a dispute with the TDR on their own behalf or that of another member of the same residential household.

If you believe Orcon is actively being negligent in its responsibilities under the 111 Contact Code you can contact the Commerce Commission directly at contact@comcom.govt.nz. Please note their primary course of action will be to refer the matter to the TDR.