TCF VULNERABLE CONSUMER CODE

We’re here to support you 

We know staying connected is important. For some people, it's essential for their health, safety or wellbeing.  

That’s why we support the TCF Vulnerable Consumer Code. It helps make sure customers who need extra support can continue to stay connected. 

What is the TCF Vulnerable Consumer Code? 

The Vulnerable Consumer Code supports customers who depend on landline phone or broadband services. It helps make sure they can get support when they need it. 

If you register as a telco vulnerable consumer, we'll provide the support required under the Code and work with our network partners to help keep you connected where we can.

Who can register as a telco vulnerable consumer?  

You may be able to register if you, or someone in your household: 

• Relies on a fixed landline and/or broadband service for health or safety reasons 
• Has a medical condition that makes communication essential 
• Has a disability or personal safety concern 
• Depends on the service for things like monitored alarms or emergency contact 

A telco vulnerable consumer may be at risk if essential services are disrupted. They may need extra support. 

What support can you expect? 

If you’re registered as a telco vulnerable consumer, we’ll: 

• Record your telco vulnerable consumer status on your account 
• Take your circumstances into account when managing your service 
• Prioritise fixing faults where possible 
• When needed, let our network partners know so they can support you too 
• Work to minimise disruption to your service where we can 

The goal of the Code is simple. It helps you get support to stay connected. 

Important to know 

Even with extra support, some services (like landlines) may not work during a power outage. 

If you rely on your phone service for health or safety, have a backup way to contact 111. For example, keep a charged mobile phone nearby. 

Find out more about calling 111 during a power outage here.

Your information and privacy 

We understand that sharing this information is personal. 

• We’ll only collect what we need to support you 
• We may share relevant details with network providers when needed to help manage your service  
• We'll always handle your information carefully and in line with our Privacy Policy  

The Code requires that only the information necessary to support you is shared.  

How to register 

If you or someone in your household may qualify, we’re here to help. 

• Registration form 
• Or contact us 

We can talk you through what’s involved and help you get set up. 

Already registered? 

If your situation changes, please let us know. We’ll update your details. 

Have a complaint?  

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. 

If you feel your complaint has not been resolved by Mercury, you can contact the Telecommunication Dispute Resolution Scheme (TDR). The TDR is a free and independent service that specialises in resolving telecommunication complaints in a fair way. Mercury is a member of the TDR. 

You can contact the TDR on 0508 98 98 98, or send them an email, or post a letter to: 

Telecommunication Dispute Resolution, 
Freepost 214075, 
Po Box 5573, 
Wellington, 6145