Vulnerable phone customers

If you are a vulnerable customer it is important to know that your home phone may not work in a power cut. This could put you at additional risk as you will be unable to contact help. If this situation applies to you, please keep reading for more information and ways that Compass can support you.

About the 111 Contact Code

The Commerce Commission created the 111 Contact Code to ensure vulnerable phone customers have reasonable access to a means of calling emergency services if there is a power cut. Since many modern phone systems operate through a fibre or wireless network which will not work in a power cut, it is important vulnerable people are aware of the additional risk in this situation.

Who is a vulnerable customer?

Compass customers who have health, disability and safety concerns may qualify as a vulnerable customer. However, if you have a mobile phone (and are in a mobile signal coverage area) and are able to make phone calls to 111 during a power cut, you do not qualify as a vulnerable customer.

How you can protect yourself

We suggest always keeping a charged mobile phone ready to use as a back-up in case of an emergency. Keep your mobile phone charged – or purchase a portable power bank from an electronics retail store and keep it charged and in an easy to find place.

How Compass can provide further support

If you aren't in a mobile coverage area or don't have another alternative way to contact 111 in a power cut and are at particular risk of needing to call emergency services for health, security or disability reasons you can apply to be listed as a vulnerable customer. If you qualify, we will work with you to determine the right product for your particular needs, at no extra cost to you.

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

Please email us at if you have any concerns about this information.

You can find out more information on this PDF from the Commerce Commission.