One NZ Fined $1.1 Million for Breaching Emergency Call Standards

One NZ has been ordered to pay $1.1 million after acknowledging multiple breaches of the emergency 111 Contact Code. The telecommunications company admitted to a total of ten violations concerning information disclosure, record-keeping, and customer outreach that occurred between 2021 and 2023. This action was prompted by the findings of the Commerce Commission, which oversees compliance within the telecom sector.

The breaches reported by One NZ did not compromise the integrity of the emergency services themselves. According to Matthew Flood, senior corporate affairs lead at One NZ, the company takes its obligations under the 111 Contact Code seriously. He emphasized, “We want to be clear this was not a failure of the 111 service or an issue preventing customers contacting 111 from our network in an emergency.”

Details of the Breaches

The violations cited by the Commerce Commission included failures in maintaining accurate records and insufficient communication with customers regarding their rights and the services available to them. These shortcomings have raised serious concerns about the company’s adherence to regulations designed to ensure public safety during emergencies.

Flood reiterated that the breaches were administrative in nature and did not hinder customers’ ability to reach emergency services. He stated, “The breaches never impacted our network or customers’ ability to reach emergency services,” aiming to reassure the public of the reliability of the emergency response system.

Impact and Future Compliance

The penalty of $1.1 million marks a significant financial consequence for One NZ and serves as a reminder of the importance of regulatory compliance within the telecommunications industry. The Commerce Commission’s enforcement actions are intended to uphold standards that protect consumers and ensure that critical services remain accessible.

Moving forward, One NZ has expressed its commitment to addressing the identified issues and enhancing its compliance mechanisms. Flood mentioned ongoing efforts to improve record-keeping and customer outreach strategies. The company aims to restore confidence among its users by ensuring that its emergency communication practices meet the established standards.

As the situation develops, stakeholders will be closely monitoring One NZ’s progress in rectifying these breaches and fulfilling its responsibilities under the 111 Contact Code. The outcome of this case highlights the critical nature of compliance in the telecommunications sector, particularly concerning services that can impact public safety.