Can you call 111 during a power outage?

What is the 111 Contact Code?

As more people move from using traditional copper network landlines to internet-connected landlines via a modem (which requires power to operate), there's a growing need to ensure they have an alternative way to contact emergency services (111) during a power outage. This is because their landline won't function without power. To address this, the Commerce Commission introduced the 111 Contact Code.

The code aims to make sure people with landlines, cordless phones, or medical alarms that depend on a modem are aware that these devices won’t work during a power cut. Without a backup plan, they won't be able to use their medical device or call 111 unless they have another option, such as a mobile phone or a battery backup.

If you or someone in your household is vulnerable—meaning there’s a higher risk of needing to call 111 due to health, safety, or disability reasons—and you don’t have another way to make emergency calls, you can apply to your landline provider for an alternative solution, like a basic mobile phone, to ensure you can still call 111 during a power outage.

What does this mean for you?

If you or a member of your household qualifies as a vulnerable consumer under the new code, your landline provider is required to offer you an alternative way to make 111 calls at no cost. Your landline service will not be denied or discontinued due to vulnerability.

For more information about the 111 Contact Code, including a full copy, visit the Commerce Commission’s website.

Who is eligible to apply under the 111 Contact Code?

You can apply to be included in the 111 Contact Code, which ensures you have a reliable way to call 111 during a power outage, if you meet all three of the following criteria:

Your landline service is currently with Black Box Power.
You or someone in your household is at increased risk of needing emergency services due to health, safety, or disability reasons (either now or in the near future).
In the event of a power outage, you or someone in your household has no alternative means to contact 111 that can function for a continuous 8-hour period.

What does it mean to be "at particular risk of requiring the 111-emergency service due to health, safety, and disability reasons"?

Being "at particular risk" refers to individuals who are more likely than others to need emergency services because of specific circumstances affecting them. These may include health conditions, safety concerns (like family violence), or disabilities, including sensory, intellectual, or physical impairments. These conditions may be present now or anticipated in the future, such as being scheduled for surgery.

When are you ineligible to apply?

You will not be eligible to apply if you or the individual seeking coverage under the 111 Contact Code already has an alternative way to contact 111 during a power outage. Examples include:

Having a copper landline service, which continues to function during a power outage.
Having unrestricted access to a mobile phone and sufficient mobile coverage at your location.
Having an uninterruptible power supply (like a battery backup) that allows you to call 111 during a power cut.

If you meet the eligibility criteria, please see below for information on how to apply.

How can I apply?

You can apply for yourself or on behalf of someone in your household by downloading and completing the 111 Contact Code application form. Once completed, return it to us via email at data.admin@pulseenergy.co.nz or by post to Pulse Energy, Po Box 10044, Auckland 1446. The form must be filled out by the account holder or an authorized representative.

After we receive your application, we will review the information and notify you if you qualify for coverage under the 111 Contact Code. If you do qualify, we will add you to our 111 Contact Code register and provide you with an appropriate device to ensure you can make 111 calls (such as a mobile phone capable of calling 111 or a battery backup).

What information do I need to provide to support my application?

To support your application, you can either provide sufficient evidence demonstrating why you (or the person you're applying for) are at particular risk of needing the 111-emergency service, or you can nominate someone we can contact to verify the circumstances.

Examples of acceptable evidence include:

A completed Electricity Authority ‘Notice of Potential Medically Dependent Consumer (MDC) Status’ form, certified by a District Health Board (DHB), private hospital, or GP (available on their website).
A protection order.
A letter from a health practitioner (e.g., a GP).
Documentation of impairment (e.g., an ID card).

The nominated person must hold a profession that qualifies them to assess whether you (or the person on whose behalf you are applying) are at particular risk of requiring 111 emergency services. We recommend discussing the application with the nominated person before submitting it.

If you have any questions regarding the form or the 111, Contact Code, please reach out to us at 0800 269 769. Alternatively, you can contact the Commerce Commission at contact@comcom.govt.nz or call their Enquiries team at 0800 943 600.

Please return the completed form to us via email or post to:

Pulse Energy,

Po Box 10044,

Auckland 1446

It can take up to 10 business days to process an application once we receive it. Once we have completed that we'll be in contact with you to let you know the outcome.

DOWNLOAD APPLICATION FORM HERE

Who do I contact to file a complaint about the 111 Contact Code?

At Black Box Power, we highly value customer feedback and are committed to addressing any complaints promptly. If you have concerns about the service you’ve received, please reach out to us as your first point of contact at customer.care@blackboxpower.co.nz alternatively you can call us on 0800 269 769.

If you remain dissatisfied with Black Box Power’s service or its responsibilities under the code, you can refer the dispute to the Telecommunications Dispute Resolution Scheme (TDR) by calling 0508 98 98 98 or visiting their website. The Telecommunications Dispute Resolution Scheme offers a free, independent service to assist consumers with complaints about their telecommunications provider related to their rights and obligations under the 111 Contact Code.

Alternatively, you can file a complaint with the Commerce Commission by calling 0800 943 600 or emailing contact@comcom.govt.nz regarding compliance with the Code.

Our preferred method for handling complaints is for you to contact us directly. If the issue remains unresolved, you can refer the dispute to the TDR on 0508 98 98 98 or via their website.

What is the 111 emergency services?

The 111 emergency services include the ambulance service, police service and fire and emergency service.