Hi Inspired customers!

This is a newsletter to updateyou on the new Commerce Commission Contact Code coming into effect February2021. The Code has been developed to protect vulnerable consumers who rely ontheir home phones to contact 111 in the event of a power failure.

The information below explains what devices and technologies are impactedduring power outages, alternative options to call 111 emergency services andhow to contact Inspire Net for more information or disputes.

Commerce Commission
111 Contact Code

The purpose of the Commerce Commission 111 Contact Code is to ensure thatvulnerable consumers or persons on their behalf, have reasonable access to anappropriate means of contacting the 111 emergency service in the event of apower outage.

The Code supports consumers who can no longer call 111 in a power outagebecause they have moved to new home phone technologies like fibre and fixedwireless. These technologies need a power supply in the home to work, meaningthey will not work in a power outage.

Under the Code, telecommunications service providers must advise new customersand remind existing customers at least once per year, that their home phone maynot work in a power outage. Providers must also tell customers how they canprotect themselves, and where to go for support.

Home phone customers who don't have an alternative way to contact 111 in apower outage can apply to their provider if they are at particular risk ofrequiring to call emergency services for health, security or disabilityreasons. If they qualify, their provider will work with them to determine thebest product for their particular needs, at no cost to the consumer.

The Code comes into effect, February 2021, though providers have until August2021 to make the process for extra support, available to vulnerable customers.

Whatdoes this mean for
Inspire Net customers?

When there is a power outage, if you are a VOIP (Voice Over Internet Protocol)customer, this means your phone willnot operate to call 111 as it works digitally via your internet connection -which also won't be working. Items like cordless phones and medical alarms willalso likely not work unless you have an alternative connection which does notrely on power to operate.

Most people will have a cellphone available to call 111 if required, however insome instances this service may not be available due to location.

If you are an Inspire Net VOIP customer who is a vulnerable person (a personwho is at particular risk of requiring 111 services, eg with a medical condition)and who doesn't have an alternative means of contacting 111 in the case of apower outage, please call or email us and we can work with you to find asuitable solution, at no cost to you.

*Note there is an applicationform to complete and some proof of vulnerability is required. We can help youwith these if required. 

If you have a complaint or dispute with Inspire Net Limited under this Code,this can be referred to an  IndustryDispute Resolution Scheme .

Read over the complete  Contact Code here.

How to apply

You can download the PDF version of the  application form here .
Please print this form, fill in and return to Inspire Net. 
If you have any trouble filling out the form, please feel free to give us acall on 0800 484 363 and we can go through this with you.


Your Inspire Net team.