Hi there
We are reaching out to you regarding your landline phone service provided through Gecko, Need a Nerd, or Engage Technology.
Engage Technology is fully committed to meeting our compliance with the Vulnerable Consumers and 111 Contact Code set out by the Commerce Commission. To ensure that you have the correct information and that our records are up to date, we will be contacting you annually.
Please refer to our guide below for more details and do not hesitate to reply to this email if you need help.
Best regards,
Engage Tech Group
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Who is a Vulnerable Consumer?
Under the 111 Contact Code, a vulnerable customer is defined as any individual with a landline phone who has a heightened risk of requiring 111 services due to known medical conditions, personal safety concerns (such as family violence or protection orders), or a disability.
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Power cuts and service outages.
An electricity outage will prevent the use of your phone line, as it relies on electrical power to operate. Additionally, cordless phones, security systems, and medical alarms without built-in batteries are also likely to be affected.
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Our obligations.
If you have notified us that you are a vulnerable customer, we must ensure you have a backup device—at no cost—that will function during a power cut or outage. This backup device could be a mobile phone or a backup battery for your router.
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Your obligations.
If you meet the criteria of a vulnerable customer, please download and return the Vulnerable Customer application form. This will allow us to identify your account appropriately and provide a suitable solution. Additionally, you will need to provide evidence demonstrating that you or someone in your household is at particular risk of requiring emergency services. A list of accepted documents is available on our website.
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Questions?
We think it's important for everyone to feel secure and aided in times of emergency. If you or anyone in your household depends on your landline for medical, safety or disability-related reasons, please get in touch so we can discuss your situation and apply an appropriate response that works for you.
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If you are not satisfied with Engage Technology's compliance with the code and our associated rights and obligations, you may refer your complaint to the Telecommunications Dispute Resolution Scheme (TDR).
If the complaint concerns a consumer who is not the Engage Technology account holder but resides at the customer’s premises, you may submit the complaint on their behalf. TDR offers a free and independent service for residential and small business customers. |
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