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 has 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.
Making yourself understood
If you have a speech impairment and have difficulty making yourself understood to a 123 operator, please feel free to ask to speak either to another staff member, who may have more skills at understanding your speech, or to a supervisor. We will not be offended - we want to be able to help you.
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.