111 Contact Code: Ensuring Access to Emergency Services During Power Outages

Important Information for Kapow Internet customers with Home Phone Services:

If you use a landline service provided by Kapow Internet, it’s important to ensure you can still contact emergency services (111) during a power outage or broadband failure.

The 111 Contact Code, introduced by the Commerce Commission in November 2020, ensures that vulnerable consumers can reach emergency services in the event of a power failure. The Code applies to all residential landline services, including those provided over fibre, fixed wireless, or VoIP technologies, which will not work during a power failure unless you have a backup power supply.

How Power Failures Affect Your Service

• VoIP Home Phone Service: Kapow’s home telephone service uses VoIP technology, meaning your phone won’t work for 111 calls during a power or broadband outage. Your broadband service also won’t be available, as the routing switch requires power to function.
• Cordless Phones & Medical Alarms: Devices such as cordless phones or medical alarms without an inbuilt battery may not work during a power outage, unless they have an alternative power source.

Recommendation: Always keep a charged mobile phone on hand to contact emergency services during a power failure. Talk to Kapow about an Uninterrupted Power Supply (UPS).

Note: The 111 Contact Code does not apply to medical alarms or services (e.g. St John), so please check with your provider to ensure they will function during an outage.

What is a Vulnerable Consumer?

Under the 111 Contact Code, a vulnerable consumer is someone who:

1. Is at particular risk of needing emergency services (due to health, safety, or disability reasons).
2. Does not have a backup means (like a mobile phone or alternative power) to contact emergency services for at least 8 hours during a power failure.

If you rely on your landline for medical or safety reasons and do not have an alternative way to contact 111, you may qualify as a vulnerable consumer.

Eligibility Criteria for Vulnerable Consumer Status:

• You must use a Kapow VoIP service.
• You are at particular risk of requiring 111 services due to health, safety, or disability.
• You do not have a mobile phone or another alternative way to contact 111 in a power outage.

We are committed to ensuring that vulnerable consumers are not left without emergency access. If you think you may qualify, please get in touch with us as soon as possible.

How to Register as a Vulnerable Consumer

If you, or anyone in your household, is vulnerable and unable to contact emergency services during a power failure, please click the following link https://kapow.net.nz/wp-content/uploads/2025/05/111-Contact-Code-Vulnerable-Consumer-Application.pdf and fill out the attached form. Once you have completed the form, email it to zn.ten.wopak@troppus. We will capture this information on your account and provide the appropriate support.