Emergency calls

The general emergency number in New Zealand is 111. Calling emergency services from your mobile is free of charge, provided the call is of a genuine nature.

If you dial 111 you will be directed to an operator who will ask you whether you require access to emergency Police, Fire or Ambulance services. Once you tell the operator which service you require, they will put you through to the appropriate service.

We will disclose your name, number and address to emergency Police, Ambulance or Fire services to assist them in responding to any emergency call from your mobile number (where known to us).

You will be able to call 111 even if you have no credit on your mobile.

Non-Genuine 111 Calls

You must not make any non-genuine 111 calls from your mobile.

Non-genuine 111 calls will not be sent to the emergency Police, Ambulance or Fire services because they are not emergency related. Warehouse Mobile has mechanisms in place to prevent such calls on our network.

Faults

Please call our team on 0800 284 800 if you experience any fault with the connection of your emergency call from your mobile. All other matters relating to your emergency call should be directed to the appropriate emergency services provider.

Mobile Caller Emergency Location Service

When our customers (and overseas visitors roaming on our network) make an emergency 111 call from their mobile phone, data that could help determine the location of their phone may be sent to the Ministry of Business, Innovation and Employment’s (MBIE) emergency Location Area Service system. This system is an additional location verification tool and callers will still need to try their best to provide their address or accurate location.

This service is called the Mobile Caller Emergency Location Service. The service provides a way to collect information identifying which of our cell sites a customer is using to make an emergency 111 call. All 111 calls originating on our mobile network automatically generate information identifying our relevant cell site.

Location information is sent from our network to MBIE’s Location Area Service system which then provides information about your phone’s likely location to Authorised Emergency Service Providers (New Zealand Police, New Zealand Fire Service, St John and Wellington Free Ambulance). Authorised Emergency Service Providers are allowed to use this location information to help them verify where you are calling from, to assist them to respond to the emergency.

Most recent Android phones have a feature called Android Emergency Location (AEL) which provides high precision location data. AEL information is automatically sent from the caller’s phone to MBIE’s Location Area Service system when a caller makes an emergency call using an Android phone.

Emergency Caller Location Information (ECLI) is personal information indicating the approximate geographical position of a mobile phone derived from this service. ECLI is stored on our secure systems based in New Zealand. We will only use ECLI for the purpose of helping Authorised Emergency Services Providers identify the location of callers to 111. We may retain ECLI information together with a record of its delivery to MBIE’s Location Area Service system for operational purposes for up to six months.

The provision of ECLI is authorised in an Amendment to the Telecommunications Information Privacy Code 2003. You can access and correct ECLI that we hold about you, or if you have a complaint regarding ECLI, by contacting us in writing. If the ECLI held by us is inaccurate or incomplete you may ask us to correct the information.

We are pleased to be working with MBIE to provide this important and potentially lifesaving service to our customers. You can find further information on this service on MBIE’s website: http://www.mbie.govt.nz/info-services/sectors-industries/technology-communications/communications/emergency-call-services/ecli