To assist consumers who have an identified vulnerability and a dependency on connection to Fixed Line Telecommunication Services.

What it is

The purpose of the Vulnerable End User Working Party is to develop an industry code of practice for service providers and network operators dealing with customers who have identified themselves as vulnerable, and to ensure that such customers would not be unduly placed at risk through the provisioning process or subsequent failure of their Fixed Line Telecommunication Services.


  • A Code describing an industry agreed definition of a Vulnerable End User to which a customer can self-identify with their service provider. The Code will set out consistent industry processes on a transaction level that allows for prioritisation of installation, fault reporting and onsite response times where appropriate, to support customers who have identified themselves as a Vulnerable End User.
  • Review by the Commerce Commission.
  • Consultation with interested parties on the draft Code.
  • Implementation of Code.
  • Consumer information provided on the TCF website.

Code development

The working party have finalised a draft of the VEU code and the TCF sought input from the Commerce Commission. The Commission is currently reviewing all submissions on the 111 Contact Code which could impact the development of the VEU code.

Public consultation on draft Code

The VEU Code public consultation has been put on hold until the Commission review process closes, enabling any insights which may impact the VEU code to be incorporated before public consultation.

Who it applies to

  • Network Operators
  • Service Providers

Who it affects

  • Consumers of Fixed Line Telecommunication Services

Date established

February 2017

Working Party Members

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TCF Vulnerable End User Code For Public Consultation Aug 2018


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