In November 2020, the Commerce Commission finalised the 111 Contact Code, which ensures that vulnerable customers (or persons on their behalf) have reasonable access to an appropriate means of contacting the 111 emergency service in the event of a power failure.
The code establishes support for customers that have moved to new home phone technologies using fibre, which (unlike traditional landlines) require a power supply in the home to work. Phone lines running across fibre connections will not work in a power cut without an independent power source.
We do recommend that everyone keeps a mobile (on any provider) or an alternative power source that can be used as an alternative at home where possible.
If you are still on a copper landline phone connection, this will not apply to you. However, if you move to a fibre home phone solution in the future – and you are a vulnerable customer– you will need to keep this in mind.
What is happening to address this?
Voyager, along with other telecommunication service providers, is creating a register of our vulnerable customers. Customers that are registered on this list will be contacted by us to arrange an alternative solution to access 111. There will be no cost for this alternative.
We are currently working through the best options for these alternatives and will provide them to Vulnerable Customers by 1 August 2021, as per the requirements of the 111 Contact Code.
Additionally, Voyager will not deny or cease supply of a landline service on the basis that we know or suspect that you are, or may become, a vulnerable customer.
Am I a Vulnerable Customer?
Under the 111 Contact Code, to qualify as a Vulnerable Customer you must fall under all of the following:
Have a voice over broadband calling solution with Voyager
Not have access to a traditional copper landline
Show that you (or someone in your household) are at particular risk of needing to contact the 111 emergency service due to health, safety or disability reasons
Not have a mobile (on any provider) that can be used as an alternative at home or an alternative power source
Not have another means for contacting the 111 emergency service at your premises that can be operated for a continuous eight hour period in the event of a power failure
NOTE: The Code only applies to voice services that run over a broadband connection. This is because copper landline services will continue to work in a power cut. Broadband only customers cannot apply.
How to apply to our Vulnerable Customer register
Download and complete the Vulnerable Customer Application form here:
You need to be a Voyager account holder, or someone authorised on a Voyager account, with an active voice service running on a broadband connection, to be able to apply. You can apply either for yourself or on behalf of someone who normally resides at the address where the broadband service is provided.
Examples of documents that can be used as evidence:
A completed Electricity Authority ‘Notice of Potential Medically Dependent Customer (MDC) Status’ form, which includes a certification from a DHB, private hospital or GP.
A protection order
A letter from a health care provider
Documentation of impairment (such as an ID card)
Alternatively, you can provide details of a nominated person we can contact to verify that you, or the person in your household, are at risk of requiring 111 emergency services. This nominated person must be someone who, by virtue of their occupation, is competent to give an opinion on whether you (or the person you are applying on behalf of) is at particular risk of requiring the 111 emergency service.
Examples:
Health practitioner
Police officer
Registered social worker
Lawyer
Family court judge
Complaints and disputes
We have specific responsibilities under the Commerce Commission’s 111 Contact Code. If you don’t feel we’ve met these responsibilities, please let us know by calling 0800 477 333 or email [email protected]. One of our team will then contact the account holder to discuss and attempt to resolve any issues.
Additionally, you can refer your dispute to the Telecommunications Dispute Resolution (TDR) service. The Telecommunications Dispute Resolution service is a free, independent service to help consumers with complaints about their telecommunications provider. A dispute between a consumer and a telecommunications company about their rights and obligations under the 111 Contact Code may be referred to this scheme.
The contact details for the Telecommunications Dispute Resolution (TDR) service are:
While the Telecommunications Dispute Resolution is the primary method of complaint resolution, you may also contact the Commerce Commission if you believe we are not fulfilling our obligations under the 111 Contact Code.
The contact details for the Commerce Commission are:
Fibre or DSL services (including Voice over IP) will stop working in a power cut, unless it is plugged into a power backup device like an Uninterruptible Power Supply (UPS). Copper landlines will continue to work in a power cut and do not need a power backup (and as such are not covered by the 111 Contact Code.
Any device that requires power to operate will not work in a power cut. This includes certain portable/cordless phones, modems, ONTs and some special accessibility devices for the hearing/visually impaired. There are some types of handsets that do not require power or may include their own inbuilt battery backup that will continue to operate in a power outage. We recommend that you contact your local consumer electronics store for more information.
A solution will be provided based on the vulnerable customer’s needs. The solution provided may also depend on mobile coverage at the address and the ability of the customer to use a mobile device. If a mobile device is not suitable, then an alternate solution may be provided.
Note: Solutions will be implemented starting August 2021.
Voyager is only required to provide, at any one time, one means for contacting the 111 emergency services per premises. If there is more than one vulnerable customer at a premise the means provided must be appropriate for the needs of all vulnerable customers at that premises. In practice, if there is more than one vulnerable customer in the same household, we will work with you to ensure that the means for calling 111 in a power cut is appropriate for everyone to use.
No, we will not cover any costs that you (or someone in your household) may incur to obtain supporting information for an application. You can inform your medical practitioner that Voyager will call to verify your application details rather than having to go and visit to get the documentation, if that is easier for you. If you want to do this, please complete the Nominated Person section of the application form and advise your medical practitioner that they have permission to verify your situation to Voyager.
Voyager will only use the information collected on the form to process an application. Beyond this, Voyager has a requirement to securely store this information as required by the Code in the event we are asked by the Commission to provide information supporting an application. This requires us to store your information for a period of 5 years or more after you stop being a Voyager customer, your application is declined, or the person stopped being a vulnerable customer.
Yes, if you disconnect or port your landline to another provider, we will contact you to arrange the return of any devices we may have sent. You will also be removed as an active connection on our Vulnerable Customer Register.
We recommend that you speak with your medical or security alarm provider to discuss if your device will work in a power cut, and what your backup options are. Under the 111 Contact Code, Voyager is only required to ensure vulnerable customers have an appropriate means to make a voice call to 111 emergency services in the event of a power cut in their home.
Questions or support
If you have any queries or concerns around this, please email [email protected] or call us on
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