CAN YOU CONTACT 111 IN AN ELECTRICITY OUTAGE?

THE 111 CONTACT CODE IS DESIGNED TO SUPPORT VULNERABLE CONSUMERS IN AN ELECTRICITY OUTAGE.

An electricity outage will prevent you from using devices that rely on electricity to operate. This includes:

• Landline phones provided over a wireless internet connection.
• Landline phones provided over a fibre internet connection. 
• Cordless phones, security systems or medical alarms without built-in batteries.

This may limit your ability to contact 111 in an emergency.

If your landline is provided over a copper internet connection it will continue to work during an electricity outage as long as you have a compatible device.

As a precaution, make sure you have another way to contact 111 in the event of an emergency, such as a charged mobile phone. Remember to keep your device charged and easily accessible.

Who is a vulnerable consumer?

Under the 111 Contact Code, we can’t deny or cease supply of a landline service if we know or suspect a consumer is, or may become a vulnerable consumer.

A vulnerable consumer is anyone who:

• has a landline service with Mercury (excluding broadband only); and
• is at particular risk of requiring 111 emergency services due to health (known medical conditions), personal safety (family violence or protection orders) or disability (sensory or physical impairment) reasons; and
• doesn’t have a way to contact 111 emergency services during an electricity outage, such as
  a charged mobile phone. 

If you, or someone in your household meets the criteria above, we'll provide you with a suitable device, at no cost to you. Suitable Device means a device that will work over a continuous 8 hour period without electricity, enabling you to contact 111 should you need to do so.

If you choose not to accept this device, you may not be able to contact 111 in an electricity outage.

How to apply?

To register a vulnerable consumer, please download and complete the application form below.

You will need to provide us with evidence to show that you, or someone in your household are at particular risk of requiring the 111 emergency service.

Evidence could include:

• Notice of Potential Medically Dependant Consumer (MDC) from the Electricity Authority which includes a certification from a DHB, private hospital or GP;
• a protection order; 
• a letter from a health practitioner (e.g. a GP); or
• documentation of impairment (e.g. an ID card).