111 Emergency Calling & Power Failures
Hero VoIP supports calls to the 111 emergency service when your service is operational. Because VoIP relies on electrical power, Internet connectivity and the equipment or application you use, it may not work during a power failure or Internet outage.
Important: your Hero phone service may not work during a power failure
Hero's VoIP service requires working Internet connectivity and electricity for the devices used to access the service.
A power failure may affect your broadband connection, ONT, modem/router, local network, Wi-Fi, cordless phone, SIP/VoIP phone, computer or other equipment. If any equipment needed to make a call stops working, you may be unable to call 111 using your Hero service.
What May Stop Working During a Power Failure?
Modern telecommunications services and devices often depend on mains electricity.
Internet & Broadband Equipment
Fibre ONTs, modems, routers, Wi-Fi equipment, switches and other networking equipment may stop operating when mains power is unavailable.
Phones & VoIP Equipment
Cordless phones, SIP/VoIP phones, analogue telephone adapters and other customer equipment may require electricity and may stop working during a power failure.
Internet Connectivity
Even if your phone or computer has battery power, the Hero VoIP service still requires suitable Internet connectivity in order to make a call.
Alternative Ways to Contact 111
We strongly recommend that customers have another way to contact emergency services if their Hero VoIP service is unavailable.
Depending on your circumstances, an alternative means may include:
- a mobile phone where there is adequate mobile network coverage;
- a copper telephone service that continues to operate during a power failure;
- a suitable uninterruptible power supply or battery backup;
- a managed medical or safety alarm that remains operational during a power failure; or
- another device or technology capable of providing access to the 111 emergency service during a power failure.
If your mobile phone is outside the coverage of your normal mobile provider but another mobile network is available, emergency 111 calls may still be possible using the available network.
Be Prepared
Keep an alternative means of contacting 111 available and ensure everyone at your premises knows how to use it.
Vulnerable Consumer Support
The Commission 111 Contact Code provides additional protection for people who may be at particular risk of needing emergency assistance and who do not have another suitable way to contact 111 during a power failure.
Who may qualify as a vulnerable consumer?
You, or someone who normally lives at your premises, may qualify as a vulnerable consumer if both of the following apply:
1. The person is at particular risk of needing to contact the 111 emergency service because of a specific circumstance relating to:
- health;
- safety; or
- disability.
AND
2. The person does not have another means of contacting the 111 emergency service at the premises that can operate for a continuous period of at least eight hours during a power failure.
What does "at particular risk" mean?
It means that because of a specific circumstance, the person is more likely than other people to need to contact 111.
Examples may include:
- a health circumstance, such as a known medical condition;
- a safety circumstance, such as family violence; or
- a disability, such as a sensory, intellectual or physical impairment.
What if I already have a mobile phone?
If you have unrestricted access to a mobile phone at your premises and there is adequate mobile network coverage, you may already have an appropriate way to contact 111 during a power failure.
We will consider this as part of your application.
What if there is no mobile coverage at my home?
A mobile phone may not be an appropriate solution where adequate mobile network coverage is unavailable.
If your vulnerable consumer application is accepted, Hero will work with you to identify an appropriate means of contacting 111 that takes account of your particular circumstances and the technology available at your premises.
Will vulnerable consumer support cost me anything?
No.
If you qualify as a vulnerable consumer and do not already have an appropriate means of contacting 111 during a power failure, Hero will provide an appropriate means at no cost to you.
This includes the costs associated with supplying the appropriate means and, where required, maintaining or replacing it.
Can Hero refuse service because I may be vulnerable?
No.
Hero will not deny or stop supplying a residential voice service because we know or suspect that you, or someone at your premises, is or may become a vulnerable consumer.
Help is available
If you think you or someone at your premises may qualify, please apply or contact Hero and we will help you through the process.
How to Apply
You, or another person acting on your behalf, can apply for vulnerable consumer status.
1. Complete an Application
Complete our vulnerable consumer application form online. If you cannot use the online form, please contact Hero and we can assist you using another reasonable method.
2. Hero Reviews Your Application
We will assess whether the person is at particular risk of needing 111 and whether they already have another appropriate means of contacting 111 during a power failure.
3. We Confirm the Outcome
Once we receive a complete application, Hero will tell you whether the application has been accepted or declined within 10 working days.
4. Supporting Information
Your application may include suitable evidence supporting your circumstances, or details of an appropriate nominated person who Hero can contact to verify the circumstances described in the application.
5. Appropriate 111 Solution
If your application is accepted and you do not already have an appropriate means of contacting 111, Hero will determine and supply an appropriate solution for your circumstances.
6. Ongoing Support
Hero will continue to support the means we supply while you remain a vulnerable consumer and will contact you periodically to ensure it remains appropriate and functional.
What Information Will We Ask For?
Our application form will ask for information required to assess your application under the 111 Contact Code.
This includes:
- the full name and contact details of the person who may be vulnerable;
- your Hero customer or account details;
- the residential address where the Hero service is used;
- details of anyone applying on the person's behalf;
- whether the relevant circumstance relates to health, safety or disability;
- whether the circumstance is temporary or permanent;
- confirmation that there is not already another suitable way to contact 111 during a power failure; and
- appropriate evidence or the details of a nominated person who may verify the relevant circumstances.
Information provided as part of an application will be stored by Hero and may be shared with relevant third parties where necessary for us to provide and manage the service and the appropriate means of contacting 111.
Your Information
We only request information needed to assess and manage vulnerable consumer support and handle it in accordance with our privacy obligations.
If Your Application Is Accepted
We will confirm that the person is considered a vulnerable consumer of Hero and explain the next steps.
No Cost
An appropriate means of contacting 111 will be supplied at no cost to the vulnerable consumer.
Eight-Hour Minimum
The solution supplied must be able to operate at the premises for a continuous eight-hour period during a power failure when used and maintained as instructed.
Supported by Hero
Hero will provide operating instructions and support, maintain and periodically check the supplied solution while required.
The appropriate solution will depend on the person's circumstances. For example, where suitable mobile coverage is available, a mobile solution may be appropriate. Where mobile coverage is unavailable or unsuitable, another solution may be required.
If Your Application Is Declined
Hero will explain the reason why your application has been declined and provide enough information for you to understand the decision.
An application may, for example, be declined where the person already has an appropriate means of contacting 111 that can operate for the required period during a power failure.
If you disagree with our decision, you may raise the matter with Hero and may also use the dispute resolution process described below.
Questions, Concerns or Complaints
If you have a question about 111 calling, vulnerable consumer support, an application, or Hero's responsibilities under the Commission 111 Contact Code, please contact us first and we will try to resolve the matter with you.
Contact Hero Internet
Email: support@hero.co.nz
Phone: +64 9 242 0001
Telecommunications Dispute Resolution (TDR)
If a dispute about rights or obligations under the 111 Contact Code cannot be resolved with Hero, it may be referred to Telecommunications Dispute Resolution (TDR).
TDR is a free and independent service for resolving disputes between telecommunications customers and their providers.
Free phone: 0508 98 98 98
Commerce Commission
You may also make a complaint to the Commerce Commission about Hero's compliance with the Commission 111 Contact Code.
The primary method for resolving an individual dispute about rights and obligations under the Code is through the industry dispute resolution process.
Commerce Commission – 111 Contact Code
Free phone: 0800 943 600
Talk to us
If you're unsure whether you or someone at your premises may qualify, contact Hero and we'll help explain the process.
Further Information
More information about emergency calling and the 111 Contact Code is available from the following organisations.
Commerce Commission
Read more about the Commission 111 Contact Code and the rights of vulnerable consumers.
Telecommunications Forum
The New Zealand Telecommunications Forum provides consumer information about home phone technology and emergency calling.
TDR
Telecommunications Dispute Resolution is a free and independent dispute resolution service.
Think you or someone at your premises may qualify?
Complete our vulnerable consumer application or contact Hero and we'll help you through the process.
Contact
Have questions? Please contact us using any of the options below.
Address
Level 9, 220 Queen Street, Auckland 1010, New Zealand
Call Us in New Zealand
0800 YOUR HERO (0800 968 743)
Call Us from Overseas
+64 9 242 0001