IMPORTANT INFORMATION
Support for vulnerable customers.
Lightspeed residential landline services are delivered over broadband. They rely on mains power for equipment at your home, including the fibre terminal, modem, router and telephone equipment.
A power outage can stop 111 calls
If the power fails, your Lightspeed landline may stop working and you may be unable to use it to call 111. Cordless phones and some medical alarms may also stop working. We recommend keeping a charged mobile phone available where reliable mobile coverage exists.
Help for vulnerable consumers
If you, or someone in your household, is at particular risk of needing to call 111 because of health, safety or disability circumstances, and has no other way to contact 111 that can operate for at least eight continuous hours during a power failure, you can apply to be recognised as a vulnerable consumer.
If an application is accepted, Lightspeed will provide an appropriate means of contacting 111 during a power failure at no charge. We will discuss the available solution with you. The solution depends on the person's needs, the location and the services available.
Lightspeed will not deny or stop supplying a residential landline service because we know or suspect that a consumer is, or may become, a vulnerable consumer.
Who can apply
The vulnerable consumer can apply, or another person can apply on their behalf. The application asks for contact details, the relevant health, safety or disability circumstances, whether those circumstances are temporary or permanent, why there is a particular risk of needing 111, and what other means of contacting 111 are available.
Evidence or a nominated person
You can provide supporting evidence, or nominate a suitable person whom Lightspeed may contact. Examples include a health practitioner, police officer, registered social worker, lawyer with a current practising certificate, or Family Court judge.
How to apply
- Download and complete the application form. You can ask us for a printed copy or help completing it.
- Send it by email to connect@lightspeed.net.nz or by post to Lightspeed, PO Box 83, Queenstown 9348.
- We will assess a complete application and notify you of the outcome as soon as reasonably practicable, and no later than 10 working days after receiving all information reasonably required.
If an offered means is rejected
If an application is accepted but you, or the person you are applying on behalf of, reject the appropriate means of contacting 111 supplied by Lightspeed, Lightspeed may treat the application as withdrawn. The person will not be considered a vulnerable consumer and Lightspeed will not need to supply that means. You may reapply in the future.
If you disagree with our decision
Contact us first so we can review the decision. You may also use the free Telecommunications Dispute Resolution service or call 0508 98 98 98.
Your privacy
We store application information securely and may share it with relevant third parties where reasonably necessary to assess the application, provide an appropriate means of contacting 111 or meet legal obligations. See our privacy policy for more information.
More information
The Commerce Commission's 111 Contact Code information explains your rights and the Code in more detail.