One NZ fined for emergency call breaches

New Zealand’s High Court has fined One New Zealand NZD1.1 million for breaking rules designed to protect vulnerable customers’ access to emergency services. The case, brought by the Commerce Commission, focused on breaches of the emergency call contact code between 2021 and 2023. One NZ will also pay NZD100,000 towards the regulator’s costs.

The operator admitted ten breaches involving poor record keeping, weak information disclosure and inadequate follow-up with customers. The code requires providers to give vulnerable users a free way to call 111 during power cuts, clearly explain those options and accurately report how they engage with customers. One NZ said it worked with the commission to fix the issues, stated no customers were harmed, and stressed its network and the 111 service remained available at all times. The Telecommunications Commissioner underlined that as users move off copper lines, protecting emergency access for vulnerable people remains critical.