The purpose of this code is to ensure "Vulnerable Consumers" of internet-based phone services have access to an appropriate means of calling 111 emergency service in the event of a power failure or broadband outage.
If you, or someone in your household, relies on a landline connection for medical, safety or disability reasons, you may be able to apply to be listed as a Vulnerable Consumer. Information on who can qualify as a Vulnerable Consumer and how to apply is set out further below.
Our naked broadband service or Voip service will also not be available during a power outage, as your modem/router requires power to work, which means you won’t be able to use your home phone to make 111 calls during a power or broadband outage.
We strongly recommend you maintain or have access to a mobile phone service and keep a charged mobile phone at your premises in case you need to call 111 during a power outage or service disruption.
Some of your existing or future telecommunication devices that require power to work, but which do not have an inbuilt battery, may also stop working during a power outage. These could include:
We strongly recommend you contact the person or company that supplied the device if you are unsure.
To be eligible for Vulnerable Consumer status under the 111 Contact Code, you must be a consumer of a "retail landline service" (i.e. our VoIP service) who:
A person who is "at particular risk" of requiring the 111 emergency service means anyone who is more likely than others to require the 111 emergency service because of a specific circumstance applicable to that person – e.g. for reasons of health, safety or disability.
A person may be at “particular risk” now, or sometime in the near future, or on a temporary basis.
If you’re “at particular risk” but you already have an alternative means for contacting 111, then you are not considered a Vulnerable Consumer under the Code.
You may already have an alternative means to contact 111 if any of the following apply:
We understand that some customers of our VoIP service may not have access to a mobile phone and could be at particular risk of needing to call emergency services for health, security or disability reasons.
If you, or anyone in your household, might be vulnerable, it’s really important that you let us know. We’ll record this against your account and work with you to provide appropriate extra support.
If you feel this applies to you, please let us know as soon as possible by following these steps:
Once we receive your fully completed application, we'll review your application and advise you of the outcome within 10 working days.
If you, or someone in your household, qualifies as a Vulnerable Consumer, we will work with you to determine an appropriate alternative means for you to contact the 111 emergency service that meets your particular needs.
This alternative means will be:
While we will always do our utmost to ensure our service is of the highest standard, should you have any issues or concerns in relation to the 111 Contact Code, we have a free comprehensive complaint investigation process in place to ensure such issues or concerns are thoroughly reviewed.
You can raise a complaint by contacting us on 0800 634 283 or by writing an email to complaints@megatel.co.nz.
We will try to resolve your complaint as quickly as possible and will acknowledge your complaint within 2 working days of receiving it. If we aren’t able to resolve your complaint, we will respond to you within 7 working days to let you know of the steps that have been taken to resolve your complaint. We will attempt to resolve your complaint within 20 working days.
Please note that:
The Telecommunications Dispute Resolution Scheme (TDR) is a free and independent service to help consumers manage complaints about any product or service from their telecommunications provider.
You can refer your complaint to the TDR if:
The contact details for the TDR are:
Devices will be provided based on each vulnerable consumer’s needs on or after 1 August 2021.
We are in the process of working out and sourcing these device solutions. The device provided will also depend on your requirements. For example if a mobile device is not suitable for your property’s location, then a battery pack may be provided.
We are only required to provide one means for contacting 111 emergency services to vulnerable customers per property. However, we will work with you to ensure an appropriate solution is provided for your household’s circumstances.
Yes, if you cease our home phone services for any reason you will be required to return the device. We will contact you if this applies.
