Notification of the Commerce Commission’s Amendments to the Commission 111 Contact Code

The Commerce Commission gives notice, in accordance with section 6 of the Telecommunications Act 2001 (“Act”), that it has amended the Commission 111 Contact Code (“Code”) under section 239(5) of the Act.

The amendments to the Code come into force on 1 July 2024.

This notice summarises the amendments and describes where the Code may be viewed on the Internet in accordance with section 6(2)(b) of the Act.

Application

The Code applies to residential landline services for the purpose of ensuring that vulnerable consumers, or persons on their behalf, have reasonable access to an appropriate means to contact the 111 emergency service in the event of a power failure.

Summary of amendments

The Commission has reviewed the operation of the Code following consultation with stakeholders, including industry and consumer groups, and has made amendments to better deliver on the requirements of the Act.

The table below summarises the key amendments:

Refine the scope of the Code:	By focusing the scope on residential landline services By excluding business landline services and copper landline services By excluding suppliers of ‘health care services’
Clarify requirements regarding communication of Code information:	By ensuring consumers cannot switch services or technology without being aware of Code information By removing the application form template from the Code
Improve the operation of the Code:	By stating that ‘medical and other safety alarms’ are an appropriate means By allowing contact with the 111 emergency service via a ‘qualified third party’ By allowing testing rather than replacement of means every 36 months By allowing an application to be deemed withdrawn if an appropriate means is rejected By removing the automatic loss of vulnerable status when moving premises
Disclosure changes:	By requiring providers to disclose the number of withdrawn and accepted applications, and to maintain an accurate record of that information By requiring providers to disclose information on the time taken to provide an appropriate means to a vulnerable consumer, from the date the vulnerable consumer’s application was accepted

Further Information

Copies of the Code and the supporting reasons paper are available on the Commission’s website at: https://comcom.govt.nz/regulated-industries/telecommunications/projects/review-of-the-commission-111-contact-code.