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Vulnerable Consumers

Vulnerable Consumers

LANWorx Vulnerable Consumers Register

In November 2020, the Commerce Commission published the 111 Contact Code to ensure that vulnerable consumers can contact emergency services in the event of a power failure at their premises.

While it is clear the Code is primarily focused on consumer connections, it also applies to businesses where a person ordinarily resides at the premises where we provide your landline service. If this does not apply to you, you can safely disregard this email.

Click here to download the 111 Contact Code.


How a power outage may affect your ability to contact emergency services

Fibre and fixed wireless will not work in the event of a power failure unless you have a backup power supply, so if your landline is supplied over these technologies you will not be able to use it to contact the 111 emergency service during a power cut. The code does not apply to copper broadband services.

Certain devices at your premises, such as PABXs, cordless phones and medical alarms without an inbuilt battery, may also not work in the event of a power failure without a backup power supply, so you may not be able to use them to contact the 111 emergency service during a power cut.

We recommend keeping a charged mobile phone on hand to ensure you have means of contacting the 111 emergency service in the event of a power failure at your premises.

 

Vulnerable consumers

The Code defines a vulnerable consumer as someone who is at particular risk of requiring the 111 emergency service and does not have a means for contacting the 111 emergency service that can be operated for a continuous eight-hour period in the event of a power failure.

If someone at your premises relies on your landline connection for medical, safety, or disability reasons and you do not have a way of contacting the 111 emergency service in the event of a power failure, you can let us know you want to be listed as a vulnerable consumer by emailing [email protected]

We will send you an appropriate means of contacting the 111 emergency service that can be operated for the minimum period in the event of a power failure at no cost to you.

It’s also worth noting that this code does not cover any other medical services or alarm companies such as St John. If these are applicable to you, please discuss your needs with the provider of those services to ensure you retain access to those important services during an outage.

If we do not supply your broadband services and you are outside mobile coverage you will need to contact your broadband provider to ensure they provide you with a suitable solution to ensure your broadband will continue to function in the event of a power failure.

We cannot deny or cease supply of a retail landline service on the basis that we know or suspect a consumer is, or may become, a vulnerable consumer.


Disputes

Please contact us if you have any concerns about the information provided or if you have a complaint about this process. Our toll free number is 0800 LANWORX and we’re available during business hours, or you can e-mail us anytime on [email protected] and we will contact you as soon as possible.

The 111 Contact Code and the following dispute processes apply to residential customers only (including businesses where a person ordinarily resides at the premises).

A dispute between a residential consumer and a provider about their rights and obligations under the Code may be referred to Telecommunications Dispute Resolution (TDR). TDR provides a free and independent service and will engage with us (LANWorx) to find a resolution on your behalf.

TDR contact details:

While the primary method for resolving a dispute is to contact the Telecommunications Dispute Resolution (TDR) scheme, a residential consumer also has the option to make a complaint directly to the Commerce Commission regarding a provider’s compliance with the Code.

Commission contact details:

We’re here to help

If you have any questions about the Code, how it applies to you or how to let us know you have a vulnerable person/s living on a business site, you can contact us using the methods below:

  • Contact your LANWorx account manager and following up in writing.
  • Emailing [email protected] to advise us.