Important information about calling 111 during a power cut and support for vulnerable customers.
Your home phone may not work during a power cut
Fibre, fixed wireless and other broadband-based home phone services depend on electricity at your home. Without suitable backup power, you may be unable to make calls, including calls to 111, during a power cut. Cordless phones and medical alarms without a working battery may also stop working.
Plan another way to call 111, such as a charged mobile phone with coverage where you live, or a suitable backup power supply. Check with your medical alarm provider about how your alarm works during a power cut.
In an emergency, call 111 using a working phone. Do not submit a support ticket or wait for an email reply to request emergency assistance.
Who can receive vulnerable customer support?
You, or someone who normally lives at your address, may qualify if you use a WorldNet residential home phone service, are at particular risk of needing emergency services for health, safety or disability reasons, and have no suitable way to contact 111 during a power cut for at least eight continuous hours.
Broadband-only customers are not covered by this support under the 111 Contact Code. Having a mobile phone does not automatically rule out support: it needs to be usable by the person and work at their home.
You can apply if you are currently at particular risk of needing to call 111, or expect to become at particular risk. Your circumstances may be temporary or permanent. Please tell us if your need for support is temporary and how long you expect it to last.
How to apply
Download the WorldNet Vulnerable Customer Application Form (PDF). The form helps us assess your circumstances and the support you need. You can apply for yourself or on behalf of someone who normally lives at the service address.
You can provide supporting evidence, or nominate a suitable person who can verify your circumstances. This could be a health practitioner for health or disability reasons, or a police officer, registered social worker or practising lawyer for safety reasons. If you nominate someone, we will need your permission to contact them.
Complete the form and email it to help@worldnet.co.nz, or post it to:
WorldNet Services Limited
5F/10 Piermark Drive
Rosedale, Auckland 0632
If you cannot download or complete the form, or cannot apply by email or post, please call 0800 89 1001. We can help you apply by phone or discuss another accessible way to apply.
For questions or assistance, call 0800 89 1001 or email help@worldnet.co.nz. We will advise you of the outcome within 10 working days of receiving a complete application.
Our commitment
If you qualify, WorldNet will work with you to provide a suitable way to contact 111 during a power cut, at no cost to you. The solution must support at least eight continuous hours without mains power and suit your needs.
WorldNet will not deny or stop your residential home phone service because you are, or may become, a vulnerable customer.
Questions and complaints
If you have a concern about the 111 Contact Code or your application, contact WorldNet at complaints@worldnet.co.nz or 0800 89 1001.
If we cannot resolve your complaint within five working days, you can refer it to Telecommunications Dispute Resolution (TDR), a free and independent service. The account holder can refer a dispute on behalf of another person living at the address.
You can also raise concerns about WorldNet’s compliance with the 111 Contact Code with the Commerce Commission by emailing telecommunications@comcom.govt.nz.
The Commission monitors compliance with the Code but does not resolve individual customer disputes. For help resolving a dispute with WorldNet, contact Telecommunications Dispute Resolution (TDR).
For more information, visit the Commerce Commission 111 Contact Code page.