A number of years ago, the Commerce Commission introduced the 111 Contact Code, ensuring that during a power outage, vulnerable customers can access emergency services.
As a provider dedicated to customer safety, we've partnered with the New Zealand Commerce Commission and the New Zealand Telecommunications Forum to adopt this code.
Since many modern home phones rely on power, it's crucial to know what will and won't work in the event of an outage.
Services provided by Gecko Broadband, Need a Nerd (NerdNet) and InteQ that may not function during a power failure.
The below services may not function during a power failure at the affected property.
Fibre Services
Wireless and Fixed Wireless Services
Cloud PBX
SIP Trunks
SIP Services
Phone services (e.g. a phone line provided alongside your broadband)
In addition to the above, the following devices at your premises may not function during a power failure:
Wireless phone handsets
PABX systems
Medical alarms
We think it's important for everyone to feel secure and aided in times of emergency. If you or anyone in your household depends on your landline for medical, safety or disability-related reasons, you can apply to be recognised as a vulnerable customer.
Who is a vulnerable customer?
To qualify as a vulnerable customer, you must be at particular risk of requiring 111 services, such as:
A known applicable medical condition
Be exposed to a family violence situation
Have certain disabilities
To be classed as a vulnerable customer, you will need to show supporting evidence of the above in the form of at least 1 of the below:
A completed Electricity Authority dependent customer notice, which includes certification from a DHB, private hospital, or GP
Protection orders
A letter from a health practitioner (e.g, GP)
Documentation of impairment (e.g, ID card)
What is an alternative means of contacting emergency services during a power outage?
In most cases, a mobile phone can be used to contact emergency services when there’s a power outage. Remembering to keep it charged and in an easily accessible location is important.
If you do not have access to a mobile phone at the property you reside, you may be eligible to register as a vulnerable customer to arrange an alternate option of contacting 111 during a power cut.
How to apply, gain further info or make a complaint.
To learn more, and to apply as a vulnerable customer under the 111 Contact Code, please click below to download our application pack, or contact us on 06 222 6322 or at compliance@getgecko.nz and we will send you a copy.
Returned forms can be emailed to compliance@getgecko.nz or posted to:
Engage Technology - Compliance
PO Box 4002
Marewa 4143
If you have questions or concerns about the information provided, or if you wish to make a complaint, please email us at complaints@engagetech.nz
