Emergency calling terms for New Zealand

Lightwire voice services

Document reference: EC-NZ
Version 1.0. 13 September 2026.
Effective date: 1 October 2026
Supersedes: none (first published version)

1. What these terms cover

1.1 These terms set out how emergency calling works on a Voice Service, what it cannot do, and what you must do so that emergency services can find your people. They apply to a Voice Service we supply to you in New Zealand.

1.2 In these terms, "Voice Service" means any voice or calling service we supply to you over an internet or data connection, and any add-ons you order with it. "We", "us" and "our" mean the Lightwire entity named on your order form.

1.3 These terms do not apply to a mobile service supplied over a mobile network. Emergency calling on a mobile service works differently and is covered by the terms for that service.

1.4 These terms form part of your agreement with us for each Voice Service you take.

1.5 Where a Voice Service is supplied in Australia, our Emergency calling terms for Australia apply instead of these terms.

2. Calling emergency services

2.1 You can call emergency services on 111 from a Voice Service.

3. A Voice Service needs power and internet to work

3.1 A Voice Service runs over your internet connection. If your internet connection fails, or the power to your equipment or network fails, the Voice Service will not work and you will not be able to make any calls from it, including calls to emergency services.

4. Keep another way to call emergency services

4.1 Because of clause 3.1, you must make sure the people who use a Voice Service always have another way to call emergency services, such as a mobile phone. Do not rely on a Voice Service as your only means of contacting emergency services.

5. How emergency services find the caller

5.1 When a call is made to emergency services from a Voice Service, the location given to the emergency operator is taken from the address registered against the number the call was made from. It is not the caller's actual location at the time of the call, and the Voice Service cannot detect where a caller physically is.

5.2 If someone uses a Voice Service from a location other than the address registered against their number, including from home or from another site, emergency services may be sent to the registered address instead of where that person actually is.

6. Service address information you must give us

6.1 You must give us accurate physical service address information for the numbers used with a Voice Service, and tell us promptly whenever it changes.

6.2 Where a number is used by someone at a different location to your main address, including a branch site or a person working remotely, you must tell us that location and give a contact name and number for it.

6.3 To update an address, use illume, our customer portal, or contact our support team and we will do it for you.

6.4 We register the address information you provide so that emergency services can locate a caller. If the information you give is wrong or out of date, emergency services may be sent to the wrong place. Keeping it current is your responsibility, and we rely on you to do so.

6.5 You may ask us for a copy of the address information registered against your numbers at any time, and we will provide it at no charge.

7. Telling the people who use a Voice Service

7.1 You must make sure everyone who uses a Voice Service knows what clauses 3 to 6 mean for them: that the Voice Service will not work without power and internet, that they need another way to call emergency services, and that emergency services will be directed to the address registered against their number.

8. Trials

8.1 Where we make a Voice Service available to you as a trial, these terms apply to that trial in the same way they apply to a paid service. Numbers used during a trial are live, so you must give us accurate service address information before the trial begins and keep it current.

9. Your acknowledgement

9.1 By taking a Voice Service you acknowledge the limitations set out in these terms, and that you are responsible for the matters these terms make your responsibility.

10. Who a Voice Service is supplied to

10.1 Voice Services are supplied to business customers. The 111 Contact Code, which applies to providers of residential landline services, does not apply to them.

11. Changes to these terms

11.1 These terms are versioned and dated. The version in force on the date of your order, or the version most recently notified to you, is the version that applies to you.

11.2 We may change these terms. We will give you notice of a change in accordance with the variation clause of our General Business Terms and Conditions, which sets out the notice we give and how we give it.

11.3 If a change has a material adverse effect on you, you may cancel the affected Voice Service, without paying an early termination charge, by telling us before the change takes effect. This does not apply to a change we make to meet a legal or regulatory requirement.

11.4 Previous versions of these terms are available from us on request.

‍