One NZ hit with $1.1 million penalty for breaching emergency call obligations

One NZ has admitted 10 breaches of the 111 Contact Code. Photo / Michael Craig

One NZ has been ordered to pay $1.1 million after admitting to 10 breaches of the emergency 111 Contact Code.

The telco admitted breaches of the code related to information disclosure, record-keeping and regular customer outreach between 2021 and 2023, following action from the Commerce Commission.

One NZ senior corporate affairs lead Matthew Flood said the telco took its responsibilities under the 111 Contact Code seriously.

“We want to be clear this was not a failure of the 111 service or an issue preventing customers contacting 111 from our network in an emergency,” Flood said.

“The breaches never impacted our network or customers’ ability to reach emergency services.”

Flood said One NZ had worked closely with the Commerce Commission to put the breaches right.

“No customers were harmed as a result of these breaches and all registered vulnerable customers always had a way to contact 111 in an emergency.”

Telecommunications commissioner Tristan Gilbertson said telecommunications services provide a vital lifeline in the event of emergencies like natural disasters and power failures.

“As consumers move off traditional copper lines, it’s crucial that vulnerable New Zealanders retain the ability to contact emergency services during a power failure,” Gilbertson said.

The code requires providers to give vulnerable consumers a no-cost way of calling 111 in a power cut, clearly communicate key information to consumers on their options, and accurately report their consumer engagement in relation to the code to the Commerce Commission.

“We’ll continue to monitor compliance with the code and take action where needed to protect the interests of consumers,” Gilbertson said.

One NZ was also ordered to contribute $100,000 towards the Commerce Commission’s costs.

One NZ said customers that may be considered vulnerable under the 111 Contact Code can get in touch trough one of its channels listed on its website one.nz/vulnerable.

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