111 Emergency Calls

TelstraClear customers can make Emergency Calls from either their landline or mobile by dialling 111. These calls are not charged.
 
TelstraClear treats all Emergency Calls (111 calls) from our customers as genuine requests for help.

The Emergency Services organisations which 111 provide you with access to are:

• Fire (Fire Communications Centres)
• Police (Police Communications Centres)
• Ambulance (Ambulance Communications Centres)

When to Call 111

Emergency Services are for critical emergency situations. Situations that impose an immediate risk to:

• Health
• Life
• Property
• Environment

Call 111 when any of these things are happening or have just happened:

• there's a fire or chemical spill;
• someone is having breathing difficulties, is seriously ill or injured;
• someone is in danger;
• there’s a serious risk to life or property;
• a crime is being committed and the offenders are still there or have just left; or
• you’ve come across a major public inconvenience, like trees blocking a state highway.

TelstraClear treats all calls from customers to 111 as genuine requests for help and will assist Emergency Services if required. If approached for information by Emergency services TelstraClear will divulge:

• Your number (even if you have chosen to withhold it)
• Your location details (the location information is based on the address your fixed phone line is attached to or the cell site that the mobile call came from).

If Emergency Services request further information, TelstraClear will provide them with your subscriber information:

• Name
• Address
• Date of Birth
• Any other contact details that you may have provided us with

How to make a complaint relating to Emergency Calls

If your complaint relates to a fault when calling 111, then please contact us immediately Tollfree on 0508 555 500 (business) or 0508 888 800 (residential).

If your complaint relates to how the Emergency Services responded to your complaints or about the person who received your call to 111, then you need to contact the relevant Emergency Service.

More information on the Emergency Services and 111 can be found at http://www.111.govt.nz/