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111 Contact Code & Vulnerable Consumers

Important information about calling 111 during a power outage

Fibercity wants to make sure our customers understand how a power outage may affect their ability to contact emergency services.

If your Fibercity home phone service operates over fibre or another technology that requires electricity at your premises, your home phone service may not work during a power outage.

This means you may not be able to make calls, including calls to 111 emergency services, unless you have another way to make the call.

The 111 emergency service includes:

• Police

• Fire and Emergency New Zealand

• Ambulance

This information is provided in accordance with the Commerce Commission 111 Contact Code.

What happens to my Fibercity service during a power outage?

Fibre broadband equipment requires electricity to operate.

Equipment such as your:

• Optical Network Terminal (ONT)

• router

• home phone adapter or VoIP equipment

• cordless phone base station

may stop working if power to your property is interrupted.

As a result, a home phone service delivered over your Fibercity fibre connection may not be available during a power outage.

Some medical alarms and safety devices may also stop working if they rely on mains electricity or your broadband connection and do not have their own battery backup.

You should not assume that your Fibercity home phone will continue to operate during a power outage.

How can I contact 111 during a power outage?

We strongly recommend having an alternative way to contact emergency services.

Depending on your circumstances, this could include:

• a charged mobile phone with adequate mobile network coverage at your property;

• a suitable battery backup or uninterruptible power supply (UPS);

• a managed medical or safety alarm that continues operating during a power outage; or

• another suitable device or technology that can operate independently of mains power.

Keep mobile phones and backup devices charged and accessible.

Vulnerable Consumers

Under the Commission 111 Contact Code, you may qualify as a Vulnerable Consumer if:

1. You are at particular risk of needing to contact 111 emergency services because of your health, safety or disability circumstances; AND

2. You do not have another means of contacting 111 at your premises that can operate for a continuous period of at least eight hours during a power failure.

The Vulnerable Consumer does not necessarily have to be the person named on the Fibercity account.

A person who ordinarily lives at the premises where the residential landline service is supplied may also qualify.

Someone may also apply on behalf of a consumer.

What does "at particular risk" mean?

A person may be considered at particular risk of requiring emergency services because of a specific circumstance relating to them.

Examples may include circumstances associated with:

Health

A known medical condition that means the person is more likely than other consumers to require emergency assistance.

Safety

A personal safety situation that makes the person more likely to require emergency assistance, including circumstances involving family violence.

Disability

A disability or impairment that increases the person's likelihood of requiring emergency assistance.

Each application will be considered according to the requirements of the Commission 111 Contact Code.

You may already have a suitable way of contacting 111

You may not qualify as a Vulnerable Consumer if you already have a reliable means of contacting 111 during a power outage for at least eight continuous hours.

For example, this could include:

• unrestricted access to a mobile phone where there is adequate mobile coverage at your property;

• an appropriate battery backup or UPS;

• a managed medical or safety alarm; or

• another suitable technology that meets the requirements of the 111 Contact Code.

Applying to become a Vulnerable Consumer

If you believe that you, or somebody who normally lives at your premises, may qualify as a Vulnerable Consumer, please contact Fibercity.

You can apply yourself or have another person apply on your behalf.

Fibercity will make a Vulnerable Consumer application form available to you. Applications may also be provided to us in another reasonable and accessible manner.

As part of the application, you may need to provide information supporting why the person is at particular risk of needing 111 emergency services.

Depending on the circumstances, this may include supporting evidence or details of an appropriate person who can verify the circumstances.

Examples of supporting evidence may include:

• a letter from a health practitioner;

• documentation relating to an impairment;

• a protection order; or

• other appropriate supporting information.

The exact evidence required will depend on the circumstances of the applicant.

Fibercity will handle information provided as part of an application in accordance with applicable privacy requirements and the requirements of the 111 Contact Code.

What happens after you apply?

Once Fibercity receives a complete application, we will assess it in accordance with the Commission 111 Contact Code.

We will notify you whether your application has been accepted or declined within 10 working days after receiving a complete application.

If an application is declined, we will explain the reason for our decision and provide information about the available dispute-resolution process.

If your application is accepted

If you qualify as a Vulnerable Consumer, Fibercity will provide you with an appropriate means of contacting 111 emergency services during a power outage.

The solution will take into account the Vulnerable Consumer's particular circumstances and physical, mental and technical capabilities.

The solution must be capable of operating at the premises for a continuous period of at least eight hours during a power failure when used and maintained as instructed.

There is no charge

A Vulnerable Consumer will not be charged for the appropriate means supplied under the 111 Contact Code.

This includes applicable costs associated with providing, installing, maintaining or replacing the solution supplied by Fibercity under the Code.

Fibercity will also provide instructions explaining how to use the solution and who to contact if there is a problem.

Generally, only one appropriate means of contacting 111 is required per premises. Where more than one Vulnerable Consumer lives at the premises, the solution must be appropriate for the needs of all Vulnerable Consumers at that premises.

Keeping your emergency solution working

If Fibercity supplies an emergency calling solution to a Vulnerable Consumer, we will support and maintain the solution as required by the 111 Contact Code.

Fibercity will contact customers with a registered Vulnerable Consumer at least annually to confirm that the supplied solution remains appropriate and functional.

Please tell Fibercity if:

• the Vulnerable Consumer's circumstances change;

• the supplied emergency solution is damaged or not operating correctly;

• the Vulnerable Consumer moves address;

• another reliable means of contacting 111 becomes available; or

• the person no longer considers themselves to be a Vulnerable Consumer.

Your Fibercity service will not be refused because you are vulnerable

Fibercity will not deny or withdraw a residential landline service simply because we know or suspect that a consumer is, or may become, a Vulnerable Consumer.

Contact Fibercity about the 111 Contact Code

If you believe that you or somebody living at your premises may qualify as a Vulnerable Consumer, or you have questions about the 111 Contact Code, please contact us.

Fibercity Network Limited

Phone: 0800 828 880

Email: support@fibercity.co.nz

Address: Unit 8, 361 Great North Road, Henderson, Auckland 0612, New Zealand

Website: www.fibercity.co.nz

When contacting us, please tell our team that your enquiry relates to the 111 Contact Code or Vulnerable Consumer registration.

Complaints and disputes

If you have a complaint relating to Fibercity's obligations under the 111 Contact Code, please contact us first so that we can investigate and attempt to resolve the matter.

Phone: 0800 828 880
Email: support@fibercity.co.nz

If a dispute about rights or obligations under the 111 Contact Code cannot be resolved directly with Fibercity, it may be referred to the applicable telecommunications industry dispute resolution scheme.

Customers may also raise concerns with the Commerce Commission regarding a telecommunications provider's compliance with the 111 Contact Code.

Further information

For more information about the Commission 111 Contact Code and Vulnerable Consumers, please visit the New Zealand Commerce Commission website.

Important

111 is for genuine emergencies requiring Police, Fire or Ambulance assistance.

During a power outage, do not rely solely on a fibre-based home phone unless you have confirmed that your equipment has an appropriate backup power supply.

Fiber optic internet uses thin strands of glass or plastic to transmit data using light signals. This technology allows for much faster speeds and more reliable connections compared to traditional copper-based internet services like DSL or cable.

FiberCity offers multiple Hyperfibre plans with varying speeds suitable for browsing, streaming, gaming, remote work, and heavy online usage.

Unplug your device for 30 seconds, then reconnect. Wait until all lights stabilize before testing the connection.