At Mercury, we understand that some customers rely on their phone or broadband service more than others for health, safety, disability, or personal wellbeing reasons.
That's why we support both:
If you or someone in your household may be vulnerable, we're here to help.
The 111 Contact Code helps ensure people can still contact emergency services during a power outage if they rely on a landline phone. Some phone services, including those that use fibre or wireless internet, stop working when the power goes off unless they have a backup power source. This can make it difficult to call 111 in an emergency.
For more information about the 111 Contact Code and how to apply, visit our 111 Contact Code page.
The TCF Vulnerable Consumer Code provides additional support for customers who depend on their fixed-line telecommunications services for health, safety, or disability reasons.
The Code helps ensure vulnerable consumers receive appropriate support when essential phone or broadband services are being installed, maintained, repaired, or restored after a fault. It also promotes coordination between Mercury and our network partners to minimise disruption wherever possible.
For more information about this code and how to register, visit our TCF Vulnerable Consumer Code page.