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 blind and cannot read their account, or that they have a speech impairment and should be asked to repeat what they are saying if we cannot understand them. It could also advise us that a customer has a head injury and has difficulty retaining information, so that we know to offer to send out written information if this is appropriate.
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.
Phone information service
Telecom supports the Royal New Zealand Foundation of the Blind's Telephone Information Service. This service provides easy access to information by phone, including our customer newsletter. Access to this service is provided by the Foundation.