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One NZ says it has “put things right” after being ordered to pay a $1.1 million penalty by the High Court for breaching rules designed to protect vulnerable customers’ access to emergency services.
The penalty follows Commerce Commission action after One NZ admitted to ten breaches of the 111 Contact Code between 2021 and 2023, relating to record keeping, information disclosure and customer outreach. The company will also contribute $100,000 towards the Commission’s investigation costs.
Telecommunications Commissioner Tristan Gilbertson said the breaches underline the importance of the Code, which ensures customers who rely on a landline for emergency calls can still reach 111 during a power failure.
“Telecommunications services provide a vital lifeline in the event of emergencies like natural disasters and power failures,” Gilbertson said. “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 One NZ acted once it understood the scale of the compliance issues.
“We’re encouraged that, once it became aware of the extent of the issues, One NZ took action to correct these breaches and cooperated fully with the Commission’s investigation,” he said.
One NZ said the breaches did not affect customers’ ability to reach emergency services and that vulnerable customers always had a way to call 111.
“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,” a One NZ spokesperson said. “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.”
The company said it has worked “closely and constructively” with the Commission to resolve the issues and ensure full compliance.
“We take our responsibilities under the 111 Contact Code seriously,” the spokesperson said. “Since identifying the breaches we’ve worked to put things right.”
The spokesperson encouraged customers who may be considered vulnerable to contact One NZ through the channels listed at one.nz/vulnerable.
The 111 Contact Code protects people who, for health, disability or safety reasons, rely on a landline to call 111. Because fibre and other modern technologies do not work during a power cut without backup power, providers must supply eligible consumers with either a mobile handset or a battery backup capable of at least eight hours of calling.
Breaches of the Code can attract penalties of up to $300,000 per breach and $10,000 per day for ongoing non-compliance.
