Emergency calls can be made by dialing 111 on the VOIP line. As VOIP lines rely on a working internet connection and an electric power source, you may be unable to make a call to 111 during a power outage or internet outage. It is recommended that you have an alternative means, like a cell phone, to contact 111 services.
In a power outage your Fibre or DSL internet router will stop working, also your VOIP adapter, built in or seperate from your router will also stop. If you are a vunerable user who does not have access to an alternative service to contact 111 in the case of a power outage, you may be eligible for the supply of a battery backup service for your internet router and voip adapter.
A vunerable consumer is somone, due to health (eg, a known medical condition), safety, or disability reasons) is more likely to need to contact the 111
emergency services. We must supply a vulnerable consumer, at no cost to that consumer, with an appropriate means of contacting the 111 emergency service that can be operated for the minimum period in the event of a power failure at the vulnerable consumer’s premises, and we cannot deny or cease the supply of a residential landline service based on the knowledge or suspicion that a consumer is, or may become, a vulnerable consumer.
An application form to be considered a vunerable consumer can be downloaded here. Please complete and return the form to This email address is being protected from spambots. You need JavaScript enabled to view it., you can also contact us with any questions regarding this at 09 2365018.
Please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. if you have any concerns about the information provided, or if you have any sort of complaint about this process.
If you remain dissatisfied with the outcome of your case, then you can refer your complaint to the Telecommunications Dispute Resolutions Scheme (TDR). TDR provides a free and independent service for residential and small business customers and will engage with The Packing Shed to find a resolution on your behalf. The account holder can raise a dispute with the TDR on their own behalf or that of another member of the same residential household.
If you believe The Packing Shed is actively being negligent in its responsibilities under the 111 Contact Code you can contact the Commerce Commission directly at This email address is being protected from spambots. You need JavaScript enabled to view it.. Please note their primary course of action will be to refer the matter to the TDR.
