111 Contact Code

Contact 111 Compliance for Vulnerable Customers

Liverton is committed to ensuring vulnerable customers have access to emergency services during power outages. If you or someone in your household relies on a landline for medical, safety, or disability reasons, you may qualify for assistance under the 111 Contact Code.

How it Works

The 111 Contact Code ensures customers who are at particular risk can access emergency services during power cuts. If your landline service requires electricity to function, Liverton will ensure you have an appropriate solution at no cost, providing emergency access for at least 8 hours during a power outage.

Eligibility Criteria

You can register as a vulnerable consumer if:

• You or someone in your household is at risk of needing 111 emergency services for health, safety, or disability reasons.

• You use Fibre or Wireless landline services that don’t work during power cuts.

• You don’t have another way to call 111, such as a mobile phone.

What You’ll Receive

A Liverton employee will work with you to determine the best solution to ensure access to emergency services during power outages.

What to Expect

• Upon Sign-up: Liverton will discuss with you if anyone in your household may be considered at risk and require additional support under the 111 Contact Code.

• Annual Check-ins: Each year, we will follow up with you to reassess your situation and ensure your needs are still met.

• Application Form: We will provide you with an application form to evaluate your eligibility and compliance with the 111 Contact Code.

How to Apply

To apply, please contact Liverton directly at 0800 847 824. Our team will guide you through the application process and discuss your needs. Alternatively, please read the brochure or fill in our vulnerable people document and submit it via email to help@liverton.com and we will assist you as needed

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Complaints and disputes​

If you feel like we've done a poor job, or are unhappy with our service, please reach out to our team on 0800 847 824 and the team will assist you.

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You can also reach out to the TDR  (The telecommunications dispute resolutions scheme). Or if you can't resolve with the assistance of the TDR, you can make a complaint directly to the Commerce Commission . Both sites are hyperlinked, or are below 

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TDR - https://www.tdr.org.nz/

Comcom - https://comcom.govt.nz/make-a-complaint 

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