111 Contact Code

111 Contact Code: Information for New Zealand based Ryman Healthcare residents who have the option to purchase Ryman phone services

The information below applies only to independent residents who directly pay Ryman Healthcare for their landline phone service in New Zealand.

About the 111 Contact Code

The 111 Contact Code, published by the New Zealand Commerce Commission, ensures that vulnerable consumers have a reliable way to contact emergency services during a power outage. More information is available on the Commerce Commission website – click here.

Many modern phone systems, such as those operating over fibre or wireless networks, may not work in a power cut without a backup power supply. If you have a cell phone and keep it charged, this is an ideal alternative for emergency communication.

At Ryman, we are committed to supporting our residents to understand these requirements and to providing solutions to help you stay safe and connected. To review the consumer factsheet from the Commerce Commission, click here.

The main building at each village has a back-up generator for emergency power supply. Residents throughout the village can contact staff using emergency call-bells which have their own back-up power supply. Staff will attend and assist or will help residents contact emergency services in the event of phone outages as required.

If a resident believes there remains a risk of not being able to contact emergency services, please read the questions and answers on this page or speak to your Village Manager about the process to apply as a vulnerable consumer. Your safety and peace of mind are our priority.

Most Ryman residents purchase phone services directly from external telecommunications providers. In those cases, your phone company will inform you about their processes for vulnerable consumers. You can either check their website or contact their customer service team.

The process below applies only to independent residents who have the option to pay Ryman for their phone service, however, our emergency procedures and systems apply to all village occupants as communicated with residents through training sessions.

If your phone line is supplied by Ryman via fibre or fixed wireless technology, it may not work during a power outage. This means you may not be able to call 111 in an emergency. Additionally, devices like cordless phones or medical alarms without a battery backup may also stop functioning during a power cut.

To protect yourself, you can:

  • Ensure you are familiar with Ryman’s call-bell system (which does have a battery back-up) and emergency-response procedures in the village – staff will provide assistance and monitoring as required.
  • Keep a charged mobile phone available as a backup means of contacting 111.
  • Consider purchasing a portable power bank for your mobile phone.

If you have a medical alarm supplied by an external provider, please check with your provider to ensure it works reliably during power outages.

A Vulnerable Consumer is someone who may be at particular risk of needing to call 111 due to health, safety, or disability concerns and does not have access to a reliable alternative means of contacting emergency services during a power cut.

You may qualify as a vulnerable consumer if:

  • You rely on Ryman’s landline service; and
  • You are at particular risk of requiring emergency services; and
  • You don’t have access to a mobile phone or alternative means (e.g. call-bell) to access emergency services during a power cut.

If you meet these criteria, and complete the application, Ryman can provide an appropriate solution to ensure you can contact 111 during a power outage at no cost.

See below for details.

If you believe you or someone you care for qualifies as a vulnerable consumer, please follow these steps:

1. Download and print the Vulnerable Consumer application form
2. Fill out the required details (there is no need to include sensitive medical information).
3. Make a time to submit the completed form to your Village Manager and discuss the process and your eligibility.

If you need assistance completing the form, please contact your Village Manager.

If you have concerns about your phone service or the information provided, please ask your Village Manager.

If you remain dissatisfied, you can escalate your concern to the Telecommunications Dispute Resolution Scheme (TDR), a free and independent service, click here

For more information on the 111 Contact Code, visit the Commerce Commission’s website here or review their consumer factsheet here.