The 111 Contact Code has been developed to protect vulnerable consumers who rely on their home phones at a certain premise to contact 111 emergency services during a power cut.
The information below explains what devices and technologies are impacted during powercuts, alternative means to call 111 emergency services, provisions for “vulnerable persons”, and how to contact UBB for more information or disputes.
Please share this with all members of your household that are users of a UBB home phone (landline) service at your address.
Download The Form Below:
111 Vulnerable Consumer Application
1. Technologies & devices that may fail in a power cut & impact on ability to call 111
During a power cut to your premises, and without a power back-up device connecting the modem/router, ATA (Analog Telephone Adaptor) and phone, these devices and your internet and landline services will not work, and you will not be able to call emergency services on 111 via your UBB landline phone service.
Other technologies that may not operate in a power outage:
- Your UBB modem/router: These are the devices which require power to provide Wi-Fi and data to your devices.
- Your UBB Fixed wireless radio receiver: The radio on / near your roof for your fixed wireless broadband connection is required to be powered on to obtain a signal for the connection to work.
- Your UBB fibre or Fixed Wireless broadband connection
- Fibre ONT (Optical Network Terminal): This device translates the light source provided from the fibre cables. It requires a power source to do so.
- Your UBB ATA (Analog Telephone Adaptor): This device allows voice data to work over UBBs internet connection. It requires power to do so. Meaning your phoneline will not work.
- Types of Medical Alarms: Your medical alarm may require both power and internet. If the power is off the internet connection will not work, and in doing so the medical alarm will not work.
- WIFI Extenders: Wifi Extenders that enable wifi around all areas in your home will not work without power.
- Cordless Phone: Your cordless phone will require both internet and power for calls to be made.
2. Alternative means to call 111
In an event such as a power cut, you could use a mobile phone if you are in mobile phone coverage to call 111 emergency services. We recommend keeping your mobile phone charged up at all times. Alternatively, you might have some sort of electricity back-up, such as a battery, UPS (Uninterrupted Power Supply) device or power generator to keep your modem and phone running during a power cut.
If you have a “traditional” analogue landline provided via copper cable via another provider, the line will continue to work in a power cut as long you have a phone connected that does not need a separate power supply. (UBB only provides VoIP Phones.)
3. Definition of a Vulnerable Consumer and Qualification
If you are a “vulnerable” consumer under the definition of the Telecommunications Act 2001 and the “111 Contact Code”, you might be entitled to an alternative means to contact 111 in a power cut at no cost to you. A landline service provider cannot terminate your landline phone service on the basis that you are or may become a “vulnerable” person.
To qualify as a “vulnerable” person you must be at particular risk of requiring 111 services such as:
- Is at particular risk of requiring the 111 emergency service
- Does not have a means for contacting the 111 emergency service that can be operated for the minimum period, in the event of a power failure.
- A known applicable medical condition
- Be exposed to family violence
- Have certain disabilities.
You will need to show supporting evidence of this in the form from either:
- A completed Electricity Authority ‘Notice of Potential Medically Dependant Consumer (MDC) Status’ form, which includes a certification from a DHB, private hospital or GP. Go to Electricity Authority: Medically dependent and vulnerable customers
- A protection order
- A letter from a health practitioner (e.g., a GP)
- Documentation of impairment (e.g., an ID card)
A nominated person can be:
- If the health or disability category has been ticked in the form, then a health practitioner (such as a GP) could be a nominated person.
- If the safety category has been ticked, then a police officer, a currently registered social worker, a lawyer (with a current practising certificate), or a family court judge could be a nominated person
You will not qualify if you:
- have access to a mobile phone and are able to make calls to 111 emergency services, or
- your services are already protected by a backup generator or battery,
- or your landline is provided by copper, as this technology does not rely on power at the premise and will continue to work in a power failure.
4. Process to apply
An application form must be filled in full and submitted to us via email to support@ubb.nz or via letter to UBB, PO Box 38037, Christchurch 8842.
You can find the application form here.
You can request a application to be sent via mail, we accept written applications if that is your preferred method.
Once we receive a completed form, we will accept or decline your application as a vulnerable customer within 10 working days. If it is declined, we will inform you of the reason, if it is accepted, we will provide you with an alternative means to contact 111 in a reasonable amount of time.
How will UBB use this information on the application form?
UBB will only use the information collected on the form to process an application. Beyond this, UBB 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 UBB customer, your application is declined, or the person stopped being a vulnerable consumer.
If you send us additional information in support of your application (for example a certificate confirming your medical status) we will record that we have seen and reviewed these. We will then destroy any supporting documents you have sent us. Therefore, it is important that you only send us copies of these documents and you keep the originals safe yourself.
5. How to contact us to find more information or to complain
If you or a consumer at your premises disagree with the decision or a dispute arises about any rights or obligations under the 111 Contact Code you can lay a complaint with us via:
Email: support@ubb.nz
Phone: 0800 000 945
Failing a resolution with us, you can lay a complaint primarily with an industry dispute resolution scheme or the Commerce Commission.
NZ Relay is an excellent service to help deaf, hearing impaired, blind or speech impaired persons with critical information.
6. What device will I get as a backup if my application is successful?
Devices will be provided to customers based on the vulnerable consumer’s needs and mobile coverage availability. This could be a very basic mobile without a sim card that can still call 111, or if a mobile device is not suitable, then a UPS (uninterrupted power supply) may be provided.
Note: the first devices will not be dispatched to customers until approximately 1 August 2021.
Download The Form Below:
111 Vulnerable Consumer Application
If you have any concerns about the information provided or wish to file a complaint regarding this process, please reach out to us at support@ubb.nz or contact us here.
In the unlikely event that you remain dissatisfied with the resolution of your case, you can refer your complaint to the Telecommunications Dispute Resolution Scheme (TDR). TDR offers a free and independent service for residential and small business customers, engaging with Ultimate Broadband to find a resolution on your behalf. You can raise a dispute with the TDR for yourself or another member of the same residential household.
If you believe that UBB is failing to fulfil its obligations under the 111 Contact Code actively, you can contact the Commerce Commission directly at contact@comcom.govt.nz. Please be aware that their primary course of action will likely be to refer the matter to the TDR for resolution.
Telecommunications Dispute Resolution
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:
- we have not been able to agree on a resolution and the dispute is therefore deadlocked; or
- it has been more than 5 working days since you complained and the issue remains unresolved; or
- you are still unhappy with the solution.
The contact details for the TDR are:
Telecommunications Dispute Resolution
PO Box 5573
Wellington 6140
Freepost 214075
Phone: 0508 98 98 98
Email: contact@tdr.org.nz
Website: www.tdr.org.nz