Emergency call services

We advise government on aspects of the emergency call services in New Zealand, working with the New Zealand Police and other agencies.

Emergency calls in New Zealand

Emergency calls in New Zealand are made by calling 111. A main component of the emergency calling system is the Initial Call Answering Platform (ICAP) for the first answering of 111 calls.

Spark operates the ICAP so emergency calls are first answered at a Spark call centre. Genuine emergency calls are then forwarded to the appropriate Emergency Service Provider (Police, Fire, Ambulance).

Although telecommunications service providers are not obliged to provide emergency call services, they are encouraged to inform their customers about emergency call access and how to make emergency calls.

The Telecommunications Carriers’ Forum sets minimum standards for emergency call services through its industry code of practice, the Emergency Calling Code.

111 contact code

The 111 Contact Code allows people to contact the 111 emergency service in the event of a power failure.

Under the Contact Code telecommunications service providers offering home phone services must:

  • tell new customers, and remind existing customers at least once a year, that their home phone may not work in a power cut
  • inform their customers about emergency call access and how to make emergency calls
  • tell their customers how they can protect themselves and where to go for further support

More information

Emergency Caller Location Information

Emergency Voice Calling Services Code(external link) — New Zealand Telecommunications Forum Inc

111 emergency service(external link) — New Zealand Government

Commission 111 Contact Code(external link) — Commerce Commission

Last updated: 24 April 2024