One NZ has been fined $1.1 million for breaching rules that protect vulnerable landline users when they dial 111.

Following action by the Commerce Commission, the High Court has ordered the company to pay a $1.1 million penalty and contribute $100,000 towards the Commission’s costs after it admitted ten breaches of the 111 Contact Code between 2021 and 2023.

“Telecommunications services provide a vital lifeline in the event of emergencies like natural disasters and power failures,” Telecommunications Commissioner Tristan Gilbertson said.

“As consumers move off traditional copper lines it’s crucial that vulnerable New Zealanders retain the ability to contact emergency services during a power failure.”

The Code requires providers to give vulnerable consumers a no-cost way of calling 111 in a power cut, clearly explain their options, and accurately report how they are supporting those customers.

One NZ’s breaches related to information disclosure, record keeping, and regular customer outreach over a two-year period.

The Code is aimed at people who, for health, safety or disability reasons, rely on a landline connection for emergency calling that will not work in a power cut without its own power supply.

If they have no other way to reach 111, such as a mobile phone, their provider must supply a device that lets them make emergency calls for at least eight continuous hours at no cost.

Most providers meet this duty with a mobile handset or, outside mobile coverage, a battery back-up for the landline service.

“It’s critical that telecommunications providers comply with the Code which ensures that vulnerable consumers can still call for help during a power cut,” Mr Gilbertson said, adding that the Commission will keep monitoring compliance and act when needed to protect consumers.

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