During a power failure, broadband services won’t work – which means that any devices or services you have connected to it, such as your cordless phone or monitored alarm also won’t work. This may limit your ability to contact the 111 emergency services.

Under the 111 Contact Code we need to determine if our customers with landline services are considered vulnerable.

This is a consumer who is more likely than others to require the 111 emergency service because of a specific circumstance applicable to them; and who doesn’t have a means for contacting the 111 emergency service that can be operated for the minimum period of 8 hours, in the event of a power failure.

If you wish to apply to be considered a vulnerable customer for your telecommunications services and require a means to contact the 111 emergency services in the event of a power failure, please download and complete the application form below.

It can take up to 10 business days to process an application once we receive it. Once we have completed that we’ll be in contact with you to let you know the outcome.

If we do accept your application, we’ll provide you with a means to contact 111 in the event of a power failure.

If you have any questions about the form, or the 111 Contact Code more generally, you can contact us via webchat. We’re here to help Monday to Friday, 8.00am to 6.30pm. Alternatively, you can contact the Commerce Commission via email: or on 0800 943 600.

You can also take a look at the New Zealand Telecommunications Forum (TCF) factsheet.

At Mercury, we value customer feedback and take care to address complaints. If you have a complaint about the service you’ve received from Mercury, please contact us in the first instance.

Where there is a dispute between a consumer and Mercury about their rights and obligations under the Code this may be referred to an industry dispute resolution scheme by either party.

Where a dispute under the Code concerns a consumer who is not the Mercury customer (someone who ordinarily resides at the customer’s premises), they may refer the dispute to an industry dispute resolution scheme on behalf of that consumer.

A consumer may make a complaint to the Commerce Commission regarding our compliance with the Code, but the primary method for making a complaint is to refer the dispute to an industry dispute resolution scheme.

Please return the completed form to:
Private Bag 12023
Tauranga Mail Centre
Tauranga 3143

Application form