Access to 111 Emergency Services in the event of a power failure.

Eligibility for Vulnerable Consumer Status

You (or someone in your household) may qualify for Vulnerable Consumer status if:

1. You or someone in your household is at particular risk of needing to call 111 for health, safety, or disability reasons.
2. You have a voice calling over broadband service, and do not have access to a traditional copper phone line.
3. You or someone in your household does not have any means of contacting 111 at your premises that can be operated for a continuous 8-hour period in the event of a power failure.

If you meet these criteria, we will work with you to determine the best solution for your needs, free of charge. Please carefully review this information guide and complete the application form.

Important Things to Know

• Telecommunication Service Providers cannot deny or cease supply of a landline service on the basis that someone in your household is, or may become, a Vulnerable Consumer.
• Some modern telecommunications services require power to function, which applies to many providers, including us.
• We do our best to maintain a continuous service, but power failures or other disruptions may cause temporary service outages.
• Grace Period for Code Updates: From July 1, 2024, to January 1, 2025, our services remain compliant with the 2020 version of the 111 Contact Code. After this date, the new 2024 Code will apply.
• We recommend having a backup plan (such as a mobile phone) in case both the landline and mobile networks are affected by power or network failures.

Types of Supporting Evidence

When applying for Vulnerable Consumer status, you will need to provide evidence that supports your application. This evidence can include:

• A completed Notice of Potential Medically Dependent Consumer (MDC) Status form, with certification from a District Health Board (DHB), private hospital, or GP.
• A protection order.
• A letter from a health practitioner.
• Documentation of disability or impairment.

Alternatively, you may provide contact details of a Nominated Person who can verify the risk. A Nominated Person should be:

• For health or disability concerns: A health practitioner (e.g., GP or specialist).
• For safety concerns: A police officer, a social worker, a lawyer (with a practicing certificate), or a family court judge.

What Happens After Applying?

Once your application is submitted, we will respond within 10 working days:

If successful:

• You will receive a written or email confirmation.
• We will inform you of the solution provided to ensure you can still contact 111 during emergencies.
• We will arrange for the supply and delivery of your solution as soon as possible.

If unsuccessful:

• You will receive a written or email notification explaining why your application was declined.
• We will assist you in completing or correcting the application if necessary.
• You will be informed of the independent dispute resolution process available to you.

What if my details change or I switch providers?

If any of the following occurs, you will need to reapply for Vulnerable Consumer status:

• You move house (as the new technology may differ).
• Your vulnerable status changes (if the need for the service becomes temporary or permanent).
• The name on your account changes.

If you switch to another provider, discuss your vulnerability and dependency needs with your new service provider.

How long will I stay on the Vulnerable Consumer Register?

• If your vulnerability is temporary, you will remain on the register for the time indicated in your application and supporting evidence.
• If your vulnerability is permanent, we will contact you every 12 months to confirm that you still require our support.

How can I be removed from the register?

• If your circumstances change and you no longer need to be on the Vulnerable Consumer Register, please contact us.

How much does it cost to be on the Vulnerable Consumer Register?

• We do not charge for applying to the Vulnerable Consumer Register, but you may incur costs for obtaining supporting evidence (e.g., from your doctor).

What Happens If My Application Is Unsuccessful?

• If your application is unsuccessful and you want to raise a complaint, please contact us.
• If we are unable to resolve your issue within 5 working days, you can contact the Commerce Commission directly at 0800 943 600 or contact@comcom.govt.nz

How Will We Use Your Information?

We will use the personal information you provide for the following purposes:

• Assessing your eligibility to be on the Vulnerable Consumer Register.
• Reporting the status of vulnerable consumers to the Commerce Commission as required by the 111 Code.
• Administering and managing the Vulnerable Consumer Register and your services.

For more information, refer to our Privacy Policy, which outlines how we handle your data in accordance with the Privacy Act 2020, the Telecommunications Information Privacy Code 2003, and the 111 Contact Code.

Application Form: 111 Vulnerable Consumer Register

Complete the application form below if you would like Plan B to consider you (or someone you are applying on behalf of) to be covered by the 111 Contact Code (“111 Code”). The 111 Code ensures that people who are more likely to need to contact 111, and who have a home phone line that doesn’t work in a power failure (with no other means of contacting 111 at their house), are provided with a means to contact the 111 emergency services in the event of a power failure.

To apply for Vulnerable Consumer status, please:

• Complete the application form
• Provide the required supporting evidence (either Nominated Person details or documentation).

Submit your completed application and evidence via:

Email: Click here to email your application
Phone: Call us on 0800 266 846 (option 2) between 8AM and 10PM, 7 days a week.
Post: Address the form to 111 Vulnerable Consumer Register, Plan B Limited, PO Box 302 536, North Harbour, Auckland 0751.

Our Privacy Policy sets out our commitments to you regarding collecting, holding and using information about you. Any information you provide to us will be held in accordance with those terms, the Privacy Act 2020, the Telecommunications Information Privacy Code 2003 and the 111 Contact Code. If you would like to update your contact information or any of the information supplied in the application form, or you would like to cancel your application, please contact us.

Important Information

A Vulnerable Customer must meet all of the following criteria:

• You (or someone in your household) is at particular risk of needing to call 111 emergency services for health, safety, or disability reasons.
• You have a landline service provided over Fibre Technology.
• You (or a person in your household) have no means to contact the 111 emergency service at the premises that can be operated for a continuous 8-hour period in the event of a power failure.

This form can ONLY be completed by one of the following people:

• A Plan B customer (the Account holder);
• A person who is listed as an authority on the customer’s account.
• The customer or person listed as an authority on the customer’s account on behalf of someone who lives at the premises where the home phone line is supplied.

Your application

Before submitting your application, please check that you have:

• Read the information guide.
• Read the eligibility criteria.
• Completed the application form.
• Provided the information in support of the application (either Nominated Person’s details or supporting documentation).

Once we have received your completed application, it may take up to 10 working days to assess your application.

*Note: The Code only applies to landline voice services. Broadband only customers cannot apply.