New Code To Strengthen Support For Vulnerable Telecommunications Consumers

The New Zealand Telecommunications Forum (TCF) has today announced the release of the Vulnerable Consumer Code, a voluntary industry-led initiative designed to provide greater protection and support for telecommunications customers who are dependent on fixed-line services due to health, safety, or disability reasons.

The code sets out clear obligations for Retail Service Providers (RSPs) and Network Operators to ensure that Registered Consumers—those with verified needs—receive priority support in the provision, maintenance, and repair of essential fixed-line services.

This initiative is aimed at fostering consistent care practices across the sector and aligns with existing consumer protection measures such as the Commerce Commission’s 111 Contact Code. The Code covers services delivered over copper, fibre, fixed wireless, HFC, and satellite networks.

Paul Brislen, CEO of the New Zealand Telecommunications Forum, says

“This Code reinforces the industry’s commitment to ensuring no consumer is left unsupported, particularly those whose wellbeing depends on reliable telecommunications.”

The Code will take effect six months after its approval date of 22 May 2025, with full compliance required within 12 months.

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