Gracelands 111 Contact Code – What You Need to Know

What happens in a power cut

·       Landline services that run over fibre or fixed wireless may not work during a power cut.

·       Cordless phones and medical alarms without batteries may also stop working.

How to stay safe

·       Keep a charged mobile phone handy.

·       Consider a battery back‑up power supply.

·       Any mobile phone with a SIM card can call 111, even without a plan or credit.

·       If your provider’s coverage is unavailable, the call will still connect through another network.

Vulnerable consumers

·       A vulnerable consumer is someone who is at particular risk of needing 111 and does not have a way to call that will last at least eight hours in a power cut.

·       Residents (or someone acting on their behalf) may apply to be recognised as a vulnerable consumer. Please speak with your Village Manager to start the process.

·       If accepted, Oceania will provide an appropriate way to contact 111 at no cost.

·       We cannot stop or refuse landline service because of vulnerability status.

Questions or complaints

·       For questions, please contact your Village Manager.

·       If you have a complaint about how we meet the Code, you can raise it with the Telecommunications Dispute Resolution (TDR) scheme, or with the Commerce Commission.

Additional Information

·       You may also make a complaint to the Commerce Commission about our compliance with the 111 Contact Code. However, the primary way to resolve a dispute is through the Telecommunications Dispute Resolution (TDR) scheme.

TDR contact details:
Website: www.tdr.org.nz
Phone: 0508 98 98 98

Email: [email protected]

Commerce Commission contact details:
Website: www.comcom.govt.nz
Phone: 0800 943 600

Email: [email protected]