Support for Vulnerable Customers

When the power goes out, most people can rely on their mobile phone to stay connected. But what happens if you don’t have one — or if there’s no signal where you live? For some households, the landline is their only means of communication. When that stops working during a power cut, they’re left completely cut off.

Now imagine a serious medical emergency, a fire, or an intruder — and discovering in that critical moment that your home phone no longer works. With no mobile and no other way to reach 111, you’re suddenly cut off from help when you need it most.

This is why Compass takes the 111 Contact Code so seriously. Power cuts, technology changes, and the move away from traditional copper lines mean that some customers are at real risk of being unable to reach emergency services. We want to make absolutely sure that never happens to you.

What Is a Vulnerable Customer?

A vulnerable customer is someone who:

• Relies on their home phone (landline) to call 111 in an emergency, and

• May need to contact 111 urgently because of age, health, or other circumstances, and

• Has no other reliable way to make a 111 call during a power cut (for example, no mobile phone, poor mobile coverage, or cannot operate a mobile).

You might not be considered vulnerable if you:

• Have a working mobile phone,

• Have strong mobile coverage at home, and

• Can keep your mobile charged during a power outage.

Examples of vulnerable customers include:

• Elderly people living alone

• People with chronic health conditions or disabilities

• Households in rural or remote areas with poor mobile coverage

• People who do not have, or cannot use, a mobile phone

If any of this sound like you or someone in your household, it’s vital you take action.

Why Power Cuts Affect Your Landline

Traditional copper landlines are being phased out across New Zealand and replaced with modern technologies like fibre and fixed wireless.

While these newer systems offer faster and more reliable internet, they depend on power to function. That means when the power goes out:

• Your home phone will not work unless you have a backup power supply,

• Cordless phones will stop working completely, and

• Medical alarms or some security systems may fail to connect.

Without power, even the most reliable fibre connection becomes completely silent — and for customers with no mobile phone or reception, that silence can be life-threatening.

How Compass Supports Vulnerable Customers

At Compass, your safety isn’t just a checkbox — it’s a priority.

It's important to know that Compass cannot deny or cease supply of your residential landline service on the basis that we know or suspect you are, or may become, a vulnerable customer. Your status as a vulnerable customer will never be used against you.

If you qualify as a vulnerable customer, we will provide a free backup solution so that you can still call 111 during a power outage. This may be a battery-backed phone or another type of approved emergency device, depending on your needs.

This solution will remain completely free while you are registered as a vulnerable customer.

Here’s how it works:

1. Apply to be registered as a vulnerable customer.

2. Our team will review your situation. If anything is unclear, we’ll contact you for more details.

3. Within 10 working days of receiving your complete application, Compass will let you (or your authorised representative) know if your application has been accepted or declined.

4. If declined, we’ll explain why and provide advice on what you can do to stay protected.

We encourage anyone who relies on a landline for emergencies — or who might not have a reliable mobile alternative — to apply immediately.

Protecting Yourself During a Power Outage

Even with Compass support, there are steps you can take right now to make your home safer:

• Keep a mobile phone charged and within reach — even a basic one can save your life.

• Use a portable power bank to keep your phone working during a blackout.

• Get to know your neighbours — they could be the link between you and emergency help if your phone goes down.

• Check your medical or security alarms — ask your provider whether they work over fibre and during power cuts.

• Write down emergency numbers and keep them where you can access them easily.

These steps could mean the difference between help arriving in minutes — or not at all.

The 3G Network Shutdown – Another Risk to Be Aware Of

By the end of 2025, all New Zealand mobile providers will switch off their 3G networks.

If you use an older mobile phone that only supports 3G, you may no longer be able to call 111 once this happens — even if you have full signal bars.

To stay connected:

• Check that your phone supports 4G Calling (VoLTE).

• If it doesn’t, upgrade your phone as soon as possible.

• Test your phone by sending a free text: text “3g” to 550 to see if your mobile is ready.

If your mobile phone is your only backup for calling 111, this is critical — please don’t wait until it’s too late.

Don’t Leave It to Chance

Emergencies don’t wait for power to come back on. If your landline is your only connection to emergency services, it’s essential that you’re protected.

Compass is here to make sure that no matter what happens, you’re never left without a lifeline.

If you think you or someone in your home might be vulnerable, please contact Compass today to apply for our free backup solution.

Your safety — and possibly your life — could depend on it.

How to Register as a Vulnerable Customer

To register:

1. Download the form from the link below.

2. Complete your details and email it to customersupport@compass.net.nz.

3. Our team will contact you and provide the best backup solution for your household.

Click here for a form to use to apply to be a vulnerable customer

Please email us at CustomerSupport@compass.net.nz if you have any concerns about this information.

You can find out more information here from the Commerce Commission.