Calling 111 from a VoIP phone
As Kiwifiwi uses Voip phone services, these require power. Should there be a power outage, your phone service will not work.
Please ensure you have an alternative form of communication, like a fully charged cell phone.
In November 2020 the Commerce Commission published the Commission 111 Contact Code in recognition of the fact that as consumers move away from traditional copper based voice services to newer telecommunications technologies they may be unable to contact 111 emergency services during a power failure at their premises.
In particular, the Code recognises a subset of consumers who are more likely to need to contact the 111 emergency services and do not have a means to do so in the event of a power failure at their premises.
The Code refers to this subset of people as vulnerable consumers and sets out mandatory requirements on providers of retail landline services to provide vulnerable consumers with appropriate means of contacting the 111 emergency services in the event of a power failure at their premises. You can read the full Commission 111 Contact Code on the Commerce Commission Website.
As a provider of retail landline services (phone services) in conjunction with both our fibre and fixed wireless broadband services, Kiwiwifi.nz must meet these mandatory requirements, and the first step in doing so is to make both existing and potential new consumers of our services aware of what the Code means to them.
How to be designated as a vulnerable consumer
If Kiwiwifi agrees that the criteria for a vulnerable consumer have been
met, an appropriate means of contacting the 111 emergency service in the event
of a power failure at your premises, will be provided to you at no cost.
Kiwiwifi will not deny or cease supply of a landline service on the basis
that we know, or suspect, a consumer is, or may become, a vulnerable
consumer.
Disputes and Complaints
If you have questions or concerns about the information we have provided or if you wish to make a complaint, please email us at support@kiwiwifi.nz.
If resolution is not achieved within five working days,
regarding your concern or complaint, then you can refer your complaint to the
Telecommunications Dispute Resolutions Scheme (TDR) tdr.org.nz.
TDR provides a free and independent service for residential and small business customers and would engage with Kiwiwifi on your behalf. The account holder for the landline
service with Kiwiwifi can raise the complaint with the TDR on their own
behalf or on behalf of another member of the same residential household.
If you believe Kiwiwifi is being negligent in its responsibilities under the
111 Contact Code, you can contact the Commerce Commission directly at
contact@comcom.govt.nz. The Commerce Commission preference, however, is that complaints are first addressed to TDR.
We hope this information has been a useful reminder. If you have any questions
then please contact us by email support@kiwiwifi.nz
Post:
Kiwiwifi
PO Box 3654
Richmond
Tasman 7020
Telephone
0800 999 589.