An emergency is a situation that poses an immediate risk to health, life, property or environment. If you dial 111, you'll be directed to an operator who'll ask whether you require access to emergency Police, Fire, or Ambulance services. Then they'll put you through to the appropriate service.

Calls to 111 are free and you can call 111 on a mobile phone even if you have no credit or minutes.

Our network will treat a 111 call as the highest priority, disconnecting another call if necessary to allow it to go through.

To assist emergency responders to locate your emergency, we automatically provide data regarding the geographical location of your phone to the emergency call system. The Emergency Caller Location Information (ECLI) system service provides additional location verification if you call 111, but you still need to try your best to provide an accurate location.

If you have a condition which impacts your ability to hear or talk on the phone, you should register for the 111 TXT service now so you can contact Fire, Ambulance or Police in the event of an emergency.

To report non-emergency situations to the Police, call 105

To report Police non-emergency situations (such as a car accident where there hasn’t been an injury) that don't require urgent Police assistance, dial 105 from your mobile or landline phone. If you’re not sure if it’s an emergency, always call 111.

For more information on the 105 service, or to make a police report online, visit the 105 website

Non-genuine 111 calls

You must not make any non-genuine 111 calls. Non-genuine 111 calls will not be sent to the emergency Police, Ambulance or Fire services because they are not emergency related.  

We provide your phone’s location information to emergency services when you dial 111

When you dial 111 from a mobile phone, data that may help emergency services locate your emergency situation is automatically sent to the Emergency Location Information System (ELIS) which provides the geographical information directly to the relevant and authorised emergency service.

It’s important to note that the system is an additional location verification tool and if you call 111, you still need to try your best to provide your address or accurate location.

ELIS is operated by the Ministry of Business, Innovation and Employment (MBIE).

Authorised Emergency Service Providers (New Zealand Police, New Zealand Fire Service, St John and Wellington Free Ambulance) are allowed to use this location information to help them verify where you are calling from, to assist them to respond to the emergency.

This service is called the Emergency Caller Location Information (ECLI) Service. Find out more about ECLI here.

Location information can either be “handset-derived”, (e.g. based on the Advanced Mobile Location standard from smartphones running Google’s Android operating system or Apple’s iOS) or “network-derived”, (e.g. using GPS or cell tower information).

Faults with emergency calls

The New Zealand telecommunications industry is committed to ensuring that 111 calling is of sufficient quality and clarity. If there is any fault with the connection of your emergency call please let us know on 0800 87 87 87. All other matters relating to your emergency call should be directed to the appropriate emergency services.