Vulnerable Customers
The purpose of the Vulnerable Consumer Commission 111 Contact Code is to ensure that vulnerable consumers, or persons on their behalf, have reasonable access to an appropriate means of contacting the 111 emergency service in the event of a power failure.
The code supports consumers who can no longer call 111 in a power cut because they have moved to new home phone technologies like fibre or fixed wireless. These technologies need a power supply in the home to work, meaning they will not work in a power cut without an independent power source.
When there is a power failure, if you are a VOIP (Voice over Internet Protocol) customer, this means your phone will not operate to call 111 in an emergency, if needed, as it works digitally via your internet connection, which also won’t be working. Items like cordless phones and medical alarms will also likely not work unless you have an alternative connection which doesn’t rely on power to operate.
Most people will have a cellphone that they can call 111 on if needed, however in some instances this service may not be available due to location. If you are an Inspire Net VOIP customer who is vulnerable (a person who is at particular risk of requiring 111, with for example a medical condition) and don't have an alternative means of contacting 111 in the case of a power failure, please call or email us and we can work with you to come up with a suitable solution at no cost to you. Note: there is a form to complete which we can work through with you, if needed, and some proof of vulnerability is required. This form is also available on our website here.
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