111 Contact Code
In June 2024, the Commerce Commission updated the 111 Contact Code to ensure that vulnerable consumers, or persons on their behalf, have reasonable access to an appropriate means to contact the 111 emergency service in the event of a power failure.
The Code requires us, as the provider of residential landline services, to make certain information available to our landline consumers. Consumers may be the customer who contracted for the service, or persons ordinarily residing at the premises where the residential landline service is supplied.
It’s important to be aware of which telecommunication technologies and devices may not work in the event of a power failure, the impact this may have on a consumer’s ability to contact the 111 emergency service, and how consumers can protect themselves.
Devices and Services Affected
Fibre and fixed wireless voice services (known as phone or landline services) will not work in the event of a power failure. The landline service provided by thepacific.net uses fibre and fixed wireless technology, so you would not be able to contact the 111 emergency service using a landline supplied by thepacific.net during a power failure unless your premises are equipped with some form of backup power supply such as a generator.
Other devices at your premises, such 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. If you have to plug a device into a power supply to make it work then it probably won’t work in the event of a power failure and you may not be able to use them to contact the 111 emergency service during a power failure.
We recommend keeping a mobile phone charged and on hand to ensure you have a means of contacting the 111 emergency service in the event of a power failure at your premises.
If you have a device, such as a medical or safety alarm and are concerned about its use in the event of a power failure then please contact the provider of the device for advice and information. If the device relies on the landline service provided by thepacific.net then it may not operate in the event of a power failure.
You may find this fact sheet useful.
Vulnerable Consumers
The Code explains that a vulnerable consumer is someone who is at particular risk of requiring the 111 emergency service and does not have a means for contacting them directly, or via a qualified third party, that can be operated for at least 8 hours in the event of a power failure.
Criteria for Qualifying as a Vulnerable Consumer
The following may help you check whether you might qualify to be recognised as a vulnerable consumer of thepacific.net landline service.
You must:
Be a consumer of thepacific,net landline service; and
Demonstrate that you are at particular risk of requiring the 111 emergency service due to health, safety or disability reasons; and
Not have a mobile phone that can be used as an alternative at your premises or on an alternative power source; and
Not have an alternative power source at your premises, or another means of contacting the 111 emergency service from your landline premises that can be operated for an eight hour period in the event of a power failure.
Consumers who meet these criteria, and wish to be recognised as a vulnerable consumer, should complete the application form detailed below. If thepacific.net agrees that the criteria for a vulnerable consumer have been met, an appropriate means of contacting the 111 emergency service in the event of a power failure at your premises will be provided to you at no cost.
Thepacific.net will not deny or cease supply of a landline service on the basis that we know, or suspect, a consumer is, or may become, a vulnerable consumer.
How to apply to be recognised as a Vulnerable Consumer
Download our Vulnerable Consumer application form
Print the form and fill in all the relevant information. The form may be completed by the customer or by someone on behalf of the vulnerable consumer.
Please note that this form does not require you to provide any sensitive medical information.
Scan the completed and signed form back to connect@tpnet.nz
You can also post the form back to us at this address:
Contact 111 Applications
Thepacific.net
PO Box 3232
Richmond 7050
If you would prefer to receive a printed copy of the application form, the content of this message or any of the material relating to the 111 Contact Code provided on our website, then please contact us by email or post at the above addresses, or phone us on 03 543 9094.
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 connect@tpnet.nz.
If you remain dissatisfied with the outcome of your interactions with us regarding your concern or complaint 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 would engage with thepacific.net on your behalf. The account holder for the landline service with thepacific.net can raise the complaint with the TDR on their own behalf or on behalf of another member of the same residential household.
If you believe thepacific.net is being negligent in its responsibilities under the 111 Contact Code, you can contact the Commerce Commission directly at contact@comcom.govt.nz.
Their preference, however, is that complaints are first addressed to TDR.