One NZ has been fined $1.1 million after admitting 10 violations of the emergency 111 Contact Code.
The High Court ruling follows legal action against One NZ initiated by the Commerce Commission last year. The telco confessed to code violations concerning information sharing, record maintenance, and ongoing customer notifications from 2021 to 2023.
The 111 Contact Code mandates that providers supply vulnerable consumers with a free method to contact 111 during power outages, clearly inform customers about their options, and submit precise reports on consumer engagement to the Commerce Commission.
“Telecommunications services provide a vital lifeline in the event of emergencies like natural disasters and power failures,” Telecommunications Commissioner Tristan 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.”
One NZ senior corporate affairs lead, Matthew Flood, said the company took its obligations 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 collaborated closely with the Commerce Commission to address and rectify the breaches.
“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.”