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Frequently Asked Questions

Vulnerable Customers - calling 111 code

About the 111 Contact Code

The Commerce Commission's 111 Contact Code is created to make sure the customers have the way to contact 111 emergency services in the event of a power cut.

The Code supports customers who cannot call 111 emergency services in the event of power cut because they have moved to new home phone technologies like a Fibre phone or VoIP services.These technologies need a power supply in the home to work.It means they will not work in a power cut, without an independent power source.

WorldNet VoIP customers who don’t have an alternative way to contact 111 emergency services in a power cut can apply to their provider if they are at particular risk of needing to call emergency services for health, safety or disability reasons.If you, or someone in your household, qualifies, WorldNet will work to determine the right product for your particular needs, at no cost to you.

WorldNet will be contacting its customers from end of January 2021 about their options for calling 111 emergency services in a power cut.Providers have until August 2021 to make extra support available to vulnerable consumers.


Vulnerable Customers

If you (or someone in your household) is at particular risk of needing to call 111 emergency services for health, safety, or disability reasons, you may be able to apply to be listed as a vulnerable customer.

If you qualify, the means to call 111 emergency services will be provided for the event of a power cut. This will be provided at no cost.

You can read more about how to apply further down this page.


Who can apply?

You can register with WorldNet as a vulnerable consumer if all of the following apply:

  1. You (or someone in your household) is at particular risk of needing to call 111 emergency services for health, safety, or disability reasons.
  2. You have a WorldNet VoIP services over over Fibre, DSL broadband with ONT or VoIP devices(ATA, VoIP Phone). This is because these services will not operate in the event of a power cut and, if this happens, you will not be able to use it to make calls to 111 emergency services.(Broadband only customers cannot apply.)
  3. You (or a person in your household) have no other way to call 111 emergency services in the event of a power cut. For example, 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, then you will not qualify.
  4. You will also need to provide sufficient evidence to support that you, or a person from your household you are applying on behalf of, are at particular risk of requiring 111 emergency services. Example of documents/examples you can use as below evidences.
    • a completed 'Notice of Potential Medically Dependent Consumer (MDC) Status' form, which includes a certification from a District Health Board (DHB), private hospital or GP
    • a protection order
    • a letter from a health practitioner
    • documentation of impairment

How to apply?

You must be the customer using WorldNet VoIP services.

You can apply either for yourself or on behalf of someone who normally resides at the address where the Fibre or VoIP service is provided.

If you are an account holder or an authority on the account, and the vulnerable user has no backup device (e.g., mobile phone or power back-up) to use in a power cut, you will need to download the Vulnerable Customer Application Form and complete the Vulnerable Consumer Application form and email it to help@worldnet.co.nz.

Alternatively, you could post the form to:
WorldNet Services LTD
PO BOX 68177,
Victoria St West,
Auckland
If you (or the person in your household) are unable to email or send a printed form, please call us on 0800 89 1001. One of our team can assist you.


What's the next step?

Once we receive your fully completed application, we will review your application and advise you of the outcome within 10 working days.

If you have questions or concerns about the information provided or if you wish to make a complaint, please email us at complaints@worldnet.co.nz.

One of our team will then contact the account holder to discuss and attempt to resolve any issues.

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