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?

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 785 733. 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.

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

What is the 111 emergency services?