111 emergency calling & power cuts

VoIP is not a traditional phone line

A VoIP (Voice over Internet Protocol) phone service makes calls over your internet connection rather than the old copper network. It works well day to day, but it behaves differently in an emergency.

In a power cut or internet outage, your VoIP phone may not work, and you may not be able to call 111. This is different from an old copper line, which could keep working during a power cut.

How to stay safe

• Always keep a charged mobile phone as a backup for emergency calls.
• If anyone in your household depends on the phone for medical or safety reasons, talk to us so we can help you set things up safely.
• Keep your address details with us up to date, so emergency services can be directed correctly.

If you move

111 location information is tied to your registered address. If you move your VoIP phone or adapter to a different address, calls to 111 may show the wrong location. Always let us know when you move.

Support for vulnerable consumers

Under New Zealand's 111 Contact Code, people who could be at particular risk in an emergency, for example because they rely on their landline and have a medical or disability need, may be eligible for additional support, such as a backup means of calling 111 at no cost.

If this could apply to you or someone in your household, please get in touch. We will talk you through your options and make sure you have a safe way to reach emergency services.

In an emergency

If you cannot reach 111 on your phone, use a mobile, or a neighbour's phone, to call 111. For non-life-threatening situations you can also reach Police on 105.