Background

The information on this webpage applies to Metlifecare’s independent living residents who receive a fibre, fixed wireless or other Voice over Internet Protocol (VoIP) based landline telephone service (VoIP Landline) supplied by Metlifecare (we, us, our) where Metlifecare holds the billing relationship with the resident (you, your) for those services.

Metlifecare has responsibilities under the Commerce Commission’s 111 Contact Code (Code) as a provider to independent living residents of a VoIP Landline. This technology needs a power supply in the home to work, meaning it will not work in a power cut without an independent power source which may impact a resident’s ability to call 111 emergency services.

Other technologies such as cordless phones or medical alarms may not work in a power failure if they do not have an inbuilt battery or other independent power source which may also impact a resident’s ability to call 111 emergency services.

The Code has been established to ensure that vulnerable consumers have reasonable access to an appropriate way of calling 111 emergency services in the event of a power failure.

Metlifecare does not have obligations under the Code to residents that obtain landline services directly from a telecommunications company, utility or other service provider. If you obtain landline services from another service provider, please contact your service provider or view their website for information on its compliance with the Code.

You may qualify to receive a device to call 111 in an emergency during a power cut

If you or someone living in your household relies on a VoIP Landline service we provide you for medical, safety or disability reasons, you may be able to apply to be listed as a vulnerable consumer. We cannot terminate or refuse to provide you with your VoIP Landline service on the basis that we know or suspect you are, or may become, a vulnerable consumer.

If you qualify, we will provide you, at no cost to you, with a means of calling 111 emergency services that will operate for a minimum continuous period of 8 hours in the event of a power failure.

Under the Code, a vulnerable consumer means a consumer of a residential landline service who:

• Is at particular risk or requiring the 111 emergency service; and
• Does not have a means of contacting the 111 emergency service that can be operated for a minimum of 8 hours, in the event of a power failure.

A person is at particular risk of requiring the 111 emergency service if they are more likely than other consumers to require the 111 emergency service because of a specific circumstance applicable to that consumer due to medical, safety or disability reasons.

Who can apply

You can apply with us to be considered a vulnerable customer if:

• We supply you with a VoIP Landline in circumstances where we have the direct billing relationship with you;
• You or someone living in your independent living unit are at particular risk of needing to call 111 emergency services as outlined above. You will need to provide us with evidence of this;
• You or someone living in your independent living unit do not have any other way of calling 111 emergency services during a power cut, such as access to a mobile phone.

You won’t qualify as a vulnerable consumer if you already have another way of calling 111 emergency services during a power cut such as, access to a mobile phone, a 24/7 monitored medical or safety alarm with a minimum of 8 hours battery life or back-up power supply, or your landline services are already protected by a backup generator or battery.

Application Process

You can apply to be considered a vulnerable consumer using the following process:

• Download and complete the application form from here or ask your Village Manager, Assistant Village Manager or village reception for a copy of the form;
• Provide sufficient evidence that you (or the person in your unit that you are applying on behalf of) are at particular risk of requiring 111 emergency services together with your completed application form. Please refer to the application form for further details about acceptable forms of evidence and the option of providing us with details of a nominated person who we can contact to provide evidence instead;

Send the completed application form to us by email to the following email address: legalteam@metlifecare.co.nz or deliver it to your Village Manager, Assistant Village Manager or village reception.

Questions

You can discuss any of the information provided on this webpage (including whether you, or someone living in your unit, may be a vulnerable consumer) with your Village Manager or Assistant Village Manager. If you still have any questions after first discussing these with your Village Manager or Assistant Village Manager, you can contact us at the above email address for assistance.

Complaints

If you have a complaint relating to your rights or our obligations under the Code (or those of someone living in your unit), please contact us at the above email address. You can also complain via:

• Utilities Disputes at www.udl.co.nz or by telephone at 0800 22 33 40; or
• If you are not able to resolve your complaint via Utilities Disputes, you can raise a complaint with the Commerce Commission at www.comcom.govt.nz