What is a vulnerable customer?

Defined under the 111 Contact Code, you might be entitled to an alternate means to contact 111 in a power cut at no cost to you, and ensuring your phone services are not disconnected. 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)

If you, or someone you know with a Gecko Broadband service is a vulnerable customer, this brings into force special requirements under our obligations to the Commerce Commission’s 111 Contact Code, to ensure our most vulnerable customers can contact emergency services when required, even in the event of a power outage.

Gecko is committed to ensuring that supply of retail landline services will be provided to customers, including the most vulnerable consumers

How to apply, or gather further information.

To learn more, and to apply as a vulnerable customer under the 111 Contact Code, please click below to download our application pack. and return it to compliance@getgecko.nz.

Download

Services provided by Gecko Broadband that may not function during a power failure

The below telecommunications services provided by Gecko Broadband may not function during a power failure at the affected property.

• Gecko Broadband Fibre Services

• Gecko Broadband Wireless and Fixed Wireless Services

• Gecko Broadband Cloud PBX

• Gecko Broadband SIP Trunks

• Gecko Broadband SIP Services

• Gecko Broadband 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

• This may mean you are unable to contact the 111 Emergency service using these telecommunications services.

Alternative means of contacting 111 during a power failure

Please use a mobile phone to dial 111 in the even of an emergency. 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 using the form linked above to arrange an alternate option of contacting 111 during a power cut.