111 Contact Code
Emergency calling support · Updated 16 October 2026
Calling 111 during a power cut
Fibre and fixed-wireless home phones depend on electricity at your premises. Your router, ONT, cordless phone or medical alarm may stop working in a power cut unless a suitable independent power source is available. This can prevent calls to 111. A battery for only one part of the system may not keep the whole service working.
Plan ahead with a charged mobile phone and adequate coverage, or another suitable means. Check medical alarms with the alarm provider. Do not make test calls to 111. Clipboard’s support line is not an emergency service.
Who can apply
The Commission 111 Contact Code protects people using a residential landline who are at particular risk of needing emergency services because of a specific health, safety or disability circumstance and have no means of contacting 111 that can operate for a continuous eight hours during a power cut at their premises. The person can be the account holder or someone who ordinarily lives there. Temporary circumstances can qualify too.
Someone can apply on your behalf. The Code excludes business landlines, mobile-only services, broadband without a landline, traditional analogue copper landlines and internet calling applications. Ask us if you are unsure which service you have. We cannot deny or withdraw a residential landline because we know or suspect someone is, or may become, vulnerable.
How to apply
Use our written 111 application form (plain text; download or print). Its purpose is to give us the information needed to assess whether you qualify. You can also apply in any reasonable way, including by phone, email or large print. We can help complete the written application with you.
Contact 0800 257 273 or [email protected]. Post applications to Clipboard Ltd, 32 Kourataki Road, Baverstock, Hamilton, New Zealand. Usual support hours are Monday–Friday, 9am–5pm, excluding public holidays. Tell us your safe contact method and any accessibility needs.
The form asks for the person’s name, account number, service address and contact details; representative details where relevant; health, safety or disability category; temporary or permanent circumstances; declarations; and either appropriate evidence or an authorised nominated professional who can verify the particular risk. You do not need to supply both. We will help if something necessary is missing. Do not send unnecessary medical records or put sensitive information into a general website enquiry or social-media message.
What happens next
We notify you or your representative whether a complete application is accepted or declined within ten working days of receiving it. If accepted, we confirm your status, explain the next step of providing a suitable means and explain dispute options. If declined, we explain the permitted Code ground, the reasons and how to dispute the decision. We make reasonable efforts to help remedy insufficient evidence before declining on that basis.
For eligible consumers, Clipboard must supply a suitable means as soon as reasonably practicable, at the service premises, at no cost to the consumer. It must suit the person’s physical, mental and technical capabilities and work for a continuous eight hours during a power cut when used as instructed. Equipment, installation, any necessary additional connection, maintenance, replacement and recovery costs are covered by Clipboard.
A solution that works for you
We assess the solution individually. A suitable mobile phone may work where there is adequate coverage and it can be used by the person. Where that is unsuitable, a properly assessed alternative is needed; we do not assume a generic UPS will power a complete fibre phone system for eight hours. One means per premises must suit every registered vulnerable person there.
We provide clear instructions and a fault-contact route, support and maintain the means while required, contact the customer at least annually to check it remains appropriate and functional, and test it at least every 36 months. Tell us promptly about faults, a move, changing needs or an independent alternative you obtain.
If you reject a supplied means that meets section H of the Code, your application may be treated as withdrawn and no means needs to be supplied under that application. You or your representative can reapply. Please explain any difficulty with the proposed means so we can assess suitability.
Privacy and complaints
Application information is used for eligibility assessment, verification, equipment and service management, complaints and required records/reporting. We request only necessary information and share it only where needed or lawfully required. See our Privacy Statement for access, correction and privacy contacts.
Raise concerns with [email protected] or 0800 257 273. If a disagreement about Code rights or duties is unresolved within five working days, the account customer or Clipboard can refer it to Telecommunications Dispute Resolution. The account customer may do this on behalf of another person living at the premises. This Code route does not imply general TDR membership. You can also complain to the Commerce Commission about Code compliance.
