About the 111 Contact Code

Please share this with all members of your household that are users of a Primo Phone (VoIP landline) service at your address.

The 111 Contact Code has been developed to protect vulnerable consumers who rely on their home phones at a certain premise to contact 111 emergency services during a power cut.The information below explains what devices and technologies are impacted during power-cuts, alternative means to call 111 emergency services, provisions for “vulnerable persons”, and how to contact Primo for more information or disputes.

Technologies & devices that may fail in a power cut & impact on ability to call 111

Your internet service with us, including your landline phone service, will only work if you have electrical power. This means during a power cut, and without a power back-up device to connect the modem/router or phone, you will not be able to call emergency services on 111 via your landline phone service.

Alternative means to call 111

You could use a mobile phone if you are in mobile phone coverage to call 111 emergency services. We recommend keeping your mobile phone charged up at all times. Alternatively, you might have some sort of electricity back-ups, such as a battery, UPS device or power generator to keep your modem and phone running in the event of a power cut.

Definition of a vulnerable customer & process to apply

If you are a “vulnerable” customer under the definition of the Telecommunications Act 2001 and the “111 Contact Code”, you might be entitled to an alternative means to contact 111 in a power cut at no cost to you. A landline service provider cannot terminate your landline phone service on the basis that you are or may become a “vulnerable” person.

To qualify as a “vulnerable” person you must be at particular risk of requiring 111 services such as:

a known applicable medical condition
be exposed to family violence
have certain disabilities

This must be confirmed by a competent person or evidence, and you must have no other means to contact 111 in the event of a power cut, i.e. you have no mobile phone and no power back that lasts for the minimum period of 8 hours. An application form must be filled in full and submitted to us.

You can find the application form here. (Right-click the link and choose “Save link As…” to download a printable PDF form)

Once we receive a completed form, we will accept or decline your application within 10 working days. If it is declined, we will inform you of the reason, if it is accepted, we will provide you with an alternative means to contact 111 in July 2021. If you disagree with the decision you can lay a complaint with us. Failing a resolution with us, you can contact Telecommunication Dispute Resolution (TDR)

How to contact us to find more information or to raise an issue

You can request more information by emailing helpdesk@primo.nz or phoning us on 0800 123 774

NZ Relay is an excellent service to help deaf, hearing impaired, blind or speech impaired persons with critical information.

To raise a complaint or file a dispute, Follow The link below for our Complaints Policy & Procedure, and a feedback form to contact us directly.

111 Contact Code.