How does the 111 Contact Code work?

In the event of a power outage, you may be entitled to an alternative method of contacting emergency services under the 111 Contact Code.
To qualify as a vulnerable customer, you must be at a heightened risk of requiring emergency services, such as calling 111.

Examples of these risks are:

• A known applicable medical condition

• Be exposed to a family violence situation

• Have certain disabilities

To be considered a vulnerable customer, you must provide supporting evidence of the above in the form of at least one of the following:

• 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)

Is there a cost?

No, as per the 111 Contact Code requirements, (and of course, Gecko’s values), if accepted as a vulnerable customer, there is no charge for the supply, setup and support of this service.

Can I be refused service?

Absolutely not. Gecko cannot, and would not, deny a request for services, cease or restrict the supply of residential landline services, based on the knowledge or suspicion that you are, or may become, a vulnerable customer.

Will my services be impacted by a power outage?

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

• 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)

As a result, the following devices at your premises may not function during a power failure:

• Wireless phone handsets

• PABX systems

• Medical alarms

• Other monitoring equipment that requires either an internet connection or a phone line.

Alternative means of contacting 111 during a power failure.

In case of an emergency, please use a mobile phone to dial 111. Your mobile phone, and its connection to surrounding cell towers, is independent from the services Gecko supplies to you. This means that if there’s a power outage, or Gecko’s services cease to function, your mobile phone will work just fine.
Tip - We recommend keeping your mobile phone fully charged,  and in an easy-to-reach location.  

If you do not have access to a mobile phone at the property you reside, Gecko will provide you with an alternate solution (such as a dedicated mobile handset) at no cost. 

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.

Completed forms can be returned to compliance@getgecko.nz.

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