Under the Commerce Commission’s 111 Contact Code, BRYTE has a responsibility to provide extra support to customers who qualify due to health, disability, or safety reasons. No matter the circumstances, we’ll never decline to provide a landline just because you need this additional support.

If you, or someone in your household, depends on your landline service for medical, safety, or disability reasons, you may be eligible to register as a vulnerable consumer.

If you qualify, BRYTE will provide a means of contacting 111 emergency services that will continue to work for the minimum period required during a power outage, as set out by the Commerce Commission’s 111 Contact Code. This will be supplied at no cost to you.

We’ll also ensure that no vulnerable consumer is placed at undue risk when we connect, disconnect, maintain, or repair faults with their service.

The code defines a vulnerable consumer as someone who is at particular risk of requiring the 111 emergency service and does not have a means for contacting the 111 emergency service that can be operated for the minimum period in the event of a powr failure Who Can Register as a Vulnerable Consumer with BRYTE

You can register as a vulnerable consumer with BRYTE if all of the following apply:

• You (or someone in your household) are at particular risk of needing to call 111 emergency services for health, safety, or disability reasons. You’ll need to provide supporting evidence.

• You have a Fibre or VoIP landline service. These types of services won’t work during a power cut, which means you wouldn’t be able to use them to call 111 in an emergency.

• You (or someone in your household) have no other means of calling 111 in the event of a power cut.

You won’t qualify if any of the following apply:

• You have a copper landline service. Copper landlines typically continue working during a power outage (as long as you’re using a compatible device – see below for more info).

• You have a broadband-only service without a landline.

• You already have another way of contacting 111 during a power cut — for example, access to a mobile phone or your equipment is protected by a backup generator or battery.

• The vulnerable person doesn’t live at the address where the Fibre or VoIP landline is installed.

If your application is approved, BRYTE will provide a device to enable you to call 111 emergency services, at no cost to you. The device will be suitable for your needs and will be capable of operating for the minimum time required during a power cut, as set out in the Commerce Commission’s 111 Contact Code.

If there is more than one vulnerable consumer in your household, we’ll work with you to ensure the solution for calling 111 in a power cut meets everyone’s needs.

Note: Vulnerable consumer mobile phones are restricted to calling 111 only. All other calling, text, video calling, and data functions are disabled. However, they can receive incoming calls and texts.

1. Contact us to request the Vulnerable Consumer Application Form You must be the BRYTE account holder or an authorised person on the account. You can apply for yourself or on behalf of someone who normally lives at the address where the Fibre or landline service is connected.

2. Complete the Application Form Fill out all sections of the form.

3. Attach Supporting Evidence Include evidence showing that you (or the person you're applying on behalf of) are at particular risk of needing to call 111 emergency services. Alternatively, you can provide the details of a nominated person who can confirm this on your behalf (see below for more about who can be a nominated person).

4. Submit Your Application Send the completed form and supporting documents:
   

   • By email to: support@bryte.nz

1. Need Help? If you're unable to email or post the form, please call us on 0800 427 983. One of our team members can assist you in completing the application over the phone. Please have all necessary information ready, including your nominated person’s contact details (if applicable).

2. Missing Information? If anything is missing from your application, we may contact you to request additional details. We can add this to your application after you’ve reviewed and signed it.

Examples of Acceptable Supporting Documents

You can provide any of the following as evidence to support your application:

• A completed Electricity Authority ‘Notice of Potential Medically Dependent Consumer (MDC) Status’ form, including certification from Te Whatu Ora – Health New Zealand, a private hospital, or a GP. (Visit the Electricity Authority website: Consumer care & medically dependent)

• A protection order.

• A letter from a registered health practitioner (e.g. your GP).

• Documentation confirming a permanent or temporary impairment (e.g. an ID card).

Please note that BRYTE does not cover any costs you (or someone in your household) may incur to obtain supporting information for an application.

If it's easier, you can ask your medical practitioner to verify your details directly with BRYTE over the phone rather than supplying written documentation. To do this, make sure you complete the Nominated Person section of the application form and let your medical practitioner know that you’ve authorised them to confirm your situation with us.

You can choose a nominated person to verify your application on your behalf. Suitable nominated persons depend on the reason you're applying:

• For health or disability-related applications: A registered health practitioner (such as your GP) can act as your nominated person.

• For safety-related applications: A police officer, currently registered social worker, lawyer with a current practising certificate, or a Family Court judge can act as your nominated person.

We recommend that you contact your nominated person before submitting your application to BRYTE. Let them know you’ve given permission for us to contact them to confirm your situation.

If you later disconnect your landline or switch to another service provider, BRYTE will contact you to arrange the return of the device. Your details will also be removed from the Vulnerable Consumer Register.

If your circumstances change or you no longer wish to remain on the Vulnerable Consumer Register, you can contact the Vulnerable Consumer support team by emailing support@bryte.co.nz or calling 0800 427 983. They will assist you with removal from the register and organise the return of your vulnerable consumer device.