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About the 111 Contact Code

If the power goes out and there is an emergency, will you or your loved ones be able to contact 111?
Most modern home phones require power to work. It’s important that you know what technology your home phone uses and that you also check your family and friends understand this and are prepared.

The 111 Contact Code has been created to ensure that vulnerable consumers have reasonable access to an appropriate means of calling 111 in the event of a power cut.

The Code was formed to ensure that consumers who have Fibre or Wireless systems that rely on power delivered directly from their homes understand that these systems require power to operate and to ensure that telecommunications providers work with vulnerable consumers to ensure that an alternative method of contacting 111 emergency services is available.

Under the 111 Contact Code a vulnerable consumer is somebody who:
• Relies on a home phone through a fibre, wireless network or VoIP to call 111; and
• Doesn’t have an alternative way to contact 111, such as a mobile phone; and
• Can demonstrate they are at particular risk of requiring 111 emergency services for health, safety or disability reasons.

We have a responsibility to the Commerce Commission to maintain this list and contact each of our customers yearly to ensure circumstances haven’t changed.

What systems need to remain powered to maintain the ability to call 111?

For customers on Fibre (UFB) – the ONT, router and phone handset need to have power in order to function (unless you have a backup power source)

For customers on ADSL or VDSL – the router and phone handset need to have power in order to function (unless you have a backup power source)

If you have any questions about your equipment please contact our team on 0800 306 318 and we will provide you with assistance.

We highly recommend you have an alternative means of calling 111 emergency services in the event of an emergency such as a mobile phone.

What do I need to do if I am a vulnerable consumer?

If you or someone in your household:
• Relies on a home phone through a fibre, wireless network or VoIP to call 111; and
• Doesn’t have an alternative way to contact 111, such as a mobile phone; and
• Can demonstrate they are at particular risk of requiring 111 emergency services for health, safety or disability reasons.

To let us know and apply to be a vulnerable consumer please complete the fields below or email Fastcom at vulnerable@fastcom.co.nz or call 0800 306 318

Our Commitment

Rest assured that we want our customers to feel safe and will work with you to ensure that you have adequate means to stay safe and can contact emergency services should the need arise.

I have questions or require assistance.

If you have any questions about this form or would like to speak with one of our team about this please feel free to reach out to one of our team on 0800 306 318 or email vulnerable@fastcom.co.nz and one of our team will be happy to assist you.

Concerns or Disputes
We have specific responsibilities under the 111 Contact Code to the Commerce Commission and if you have a complaint or dispute, or don’t think we’ve done a great job or meet our responsibilities please let us know by calling 0800 306 318 or emailing vulnerable@fastcom.co.nz and one of our team will reach out to you to discuss and attempt to resolve any issues.


If you have a dispute about your (or Fastcoms) rights and obligations under the 111 Contact Code, you have a right for that dispute to be referred to an industry dispute resolution scheme to resolve. A consumer’s right to take a dispute under the 111 Contact Code to an industry dispute resolution scheme is protected under the Telecommunications Act 2001 (sections 241-245). Currently, the relevant industry dispute resolution scheme is the Telecommunications Dispute

Resolution Scheme.
The Telecommunications Dispute Resolution Scheme 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. For more information on the Telecommunications Dispute Resolution Scheme you can contact us at 0800 306 318 and we will refer to where to find more information, or you can read more about the Scheme and how to contact them on their website

here: https://www.tdr.org.nz/about-tdr/all-about-tdr.

Am I eligible to apply?

Please fill out the form below and you will be redirected to the applicable page.