Alert Codes
When you call our 123 service our staff can automatically see details about the number you are calling from. The first thing we see is an "alert code" - a screen with brief but important information we need to know about a customer before we make any changes to their account.
That might be information telling us that the customer receives a particular service that affects their ability to receive other services.
It could also say that the customer is Deaf and will need information faxed, emailed or posted to them, or that they have a speech impairment and should be asked to repeat what they are saying if we cannot understand them.
If you’d like us to know anything important about you that would help us to meet your needs, then please can contact us and we’ll make sure this information is added to your account.
Our Phones
Some telephones are fitted with an inductive coupler, which produces an audio magnetic field. This will help you to have a clearer conversation when your hearing aid is switched to the 'T' setting. To get the best possible sound from your inductive coupler hold the ear piece of the phone against the curve of the hearing aid and move it slowly until the loudest sound is heard.
If you do not use hearing aids, or do not have aids with an inductive coupler, then you will need to look for a telephone that has adjustable volume for incoming speech. Some models of telephone do this better than others. We suggest you contact your nearest branch of the Hearing Association for recommendations, or ask your local telephone retailer for suggestions.
Some models of telephone also enable the volume and pitch of the ringing to be adjusted so that you can more easily hear the telephone ringing. You could also consider looking at a separate bell or flashing light system that can be connected to your telephone. Again, your local branch of the Hearing Association or telephone retailers will be able to help you.
We no longer supply new rental telephones, but do still support the rental telephones already in the marketplace. These existing RenTel telephones have volume control, an inductive coupler, ringer volume and pitch controls, as well as a ringer indicator light.
TTY
Emergency TTY calls can be made to 0800 16 16 16. These calls are answered by the Police, and other emergency services can be called out from there as required.
Deaf customers using TTY (teletypewriter) can contact us for general Telecom inquiries on 0800 10 55 54. These calls are answered by our 123 service.
Relay service
New Zealand Relay (NZ Relay) is telecommunications for people who are Deaf, hearing-impaired, deaf-blind, or speech-impaired. You can use NZ Relay to make telephone calls to family, businesses, government ministries-anyone who has a phone. Find out more about NZ Relay.