111 Vulnerable Customer Contact Register

In November 2020 the Commerce Commission released a 111 Contact Code of conduct to ensure telecommunication customers, who have a higher than usual need to call 111, are provided with an alternative way to do so. 

At Farmside, we've created our Vulnerable Customer Register. This register provides eligible customers with an alternative way of calling 111, free of charge. This service is only available to eligible customers who have no alternative way of calling 111, should they need to in the event of a power cut.

 

To find out if you're eligible, please read the FAQs below. If you would like to apply or have any queries, please fill out the contact form at the bottom of this page.

FAQs

What is the 111 Vulnerable Customer Contact Register?


In November 2020 the Commerce Commission released a 111 Contact Code of conduct to ensure telecommunication customers, who have a higher than usual need to call 111, are provided an alternative way to do so. The code was set up to ensure that events like power cuts would not prevent certain customers from calling emergency services.

At Farmside, we've created our Vulnerable Customer Register. This register provides eligible customers an alternative way of calling 111, free of charge. This service is only available to eligible customers who have no alternative way of calling 111, should they need to in the event of a power cut.

You can find out more about to Code on the Commerce Commission Website: https://comcom.govt.nz/regulated-industries/telecommunications/projects/commission-111-contact-code




What are vulnerable customers?


A vulnerable customer is a customer who has somebody living in their house who has a higher than usual need to call 111, due to a permanent or temporary health issue, safety issue or disability.

The main criteria to be eligible as a 111 vulnerable customer with Farmside is:

  1. You or someone in your household (the address broadband is provided to) must be a Farmside broadband customer; and
  2. The address must not have a means of calling 111 during a loss of power at the premises broadband is supplied (i.e. has no mobile phone)
  3. The account holder must provide sufficient evidence to support that they or someone in their household are (or will become) at particular risk of requiring the 111 emergency service for health, disability or safety reasons, either temporarily or permanently. Examples of vulnerability evidence includes but is not limited to:
  • A notice of potential medical dependant customer (MDC) from a doctor, DHB or private hospital
  • A protection order
  • A letter from a health practitioner
  • Documentation of impairment

Customers who only have broadband with us, an alternative means of calling 111 in the event of power (such as a mobile phone) or have a copper landline that doesn't rely on power to function, are not eligible for support under the 111 Contact Code.




What service does Farmside provide?


The Vulnerable Customer Register is a free service provided by Farmside to eligible customers. Due to the requirements of the code as set out by the Commerce Commission, they may be instances where your information needs to be shared. By applying, you understand and consent to Farmside sharing your application status with the Commerce Commission. We will never share your information with other third parties that are not related to supporting your status as a vulnerable customer. If you think you may be eligible, or would like the find out more about the Vulnerable Customer Register, fill out the cotact form below the FAQs. If you are accepted onto the register Farmside will provide a means for you to call 111 in a loss of power either through a mobile phone or battery backup device.




What if the vulnerable person is unable to complete the application?


Not to worry. If the vulnerable person is unable to submit an application, please provide us with details of a nominated person for us to get in touch with. A nominated person is somebody who, by virtue of their occupation, is capable of verifying that you (or the person in your household) are at risk of requiring 111 emergency services. Please ensure your nominated person has given you permission before you include them in your application.

Here's a few examples of an acceptable nominated person:

  • A health practitioner (like your GP)

  • Police officer

  • Registered social worker

  • A lawyer

  • A family court judge




Why would I need an alternative way of calling 111?


Some telecommunication technologies will not work without power - putting you at risk if you need to call 111 but have no alternative way of doing so during a power outage. For example, landlines and wireless services will not be able to dial 111 if they require a modem that relies on power to be switched on.

To find out more about the Code please visit the Commerce Commission Website at: https://comcom.govt.nz/regulated-industries/telecommunications/projects/commission-111-contact-code




How do I apply?


It's super easy to apply. Just fill out the contact form below the FAQs. An application form will then be email out to you, fill it out with all the correct details (including any evidence required) and return it to us via email or post. You can email it to customerservices@farmsideltd.co.nz or post it to Farmside, 8 Butler Street, Timaru, 7910.

Please note, we cannot fully process your application until we have all the information needed. If we require more information than is provided, we'll be in touch. Once your application is submitted it can take up to two weeks for us to process it, after which we will contact you to let you know if you’re application was successful or not. Any unsuccessful applications may be disputed.





Contact us to apply

If you would like to apply or have any queries about the 111 Vulnerable Customer Contact Register, please fill out the contact form below. One of our team members will then be in touch to answer any queries and provide you with an application form.

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Copyright © 2020 by Farmside, 8 Butler Street, Timaru 7910, New Zealand          

0800 Farmside (0800 32 76 74)

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