Frequently Asked Questions about the 111 Deaf TXT service
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This information is for Deaf and hearing impaired people using the emergency 111 TXT service.
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Jump to FAQs about the 111 TXT service
Registration
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I have lots of mobile phones (work, personal and other). Can I register them all?
Yes, if you have lots of mobile phones you need to register each one separately. You can use the same email address and authorisation code. But you will need different user names for each registered phone.
I'm Deaf but I have a hearing family and partner, can I register their phones?
Yes, you can but you need to register it under your name (the Deaf person's name).
So that means that if an emergency happens I can use their phone to text 111?
Right, but if the hearing person is okay then it's better for them to ring 111 as it's quicker.
If I'm registering more than one phone, do I need a different authorisation code?
No, use the same authorisation code.
Why do I need an email address?
There are two reasons. First, you will receive an email confirming that your registration was successful. Second, the email will have your username information so you can refer back to it in future. This will be important if you need to change your personal details on the Police website. (You will also get an email every year asking you to make sure your details are up to date.)
What should I do if I don't have an email address?
You can set up a free email address through one of many online email providers. If you don't know how or don't have a computer, ask your Deaf Aotearoa Community Relations Officer, a friend or a family member to help you.
If I'm registering several phones, can I use the same email address?
Yes, you can.
Why do I need to register my work address?
If you have an emergency at work, Police know where to send help. If something goes wrong between work and home, we can work out the route you are likely to have taken. It saves time if we already have this information. You don't have to give this information if you don't want to - it's up to you..
Do you have to be a certain age to register?
There is no age limit. If children are old enough to have a mobile phone and use it responsibly, they're old enough to register for the service.
If I've moved house, changed jobs, broken up with my partner or changed my phone number, do I have to change my account on the Police website?
Yes it's very important to keep your information up to date on the Police website. If there's an emergency, having the right information in the computer saves a lot of time.
When can I register?
You can register at any time.
How long does it take?
It takes just a few minutes to put all your details into the computer. Once you've registered successfully, then you can use the service.
Do I have to register every year?
No, you only need to register once. But every year Police will email you to remind you to update your information on the Police website.
Do I have to be a member of Deaf Aotearoa to register for the 111 text service?
No, but you do have to go through Deaf Aotearoa to get the authorisation code to register. All you need to do is confirm you are Deaf or hearing impaired.
If I don't want to use the 111 text service anymore, how do I unsubscribe?
You need to visit the Police website and open your account. You will see an "unsubscribe" button, click it and you will no longer be registered.
Presented by: Daniel Harborne, Deaf Aotearoa and Constable Debi Leahy, NZ Police
Filmed by: NZ Police Video Unit
About the 111 TXT Service
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Remember - Unlike the dedicated 111 telephone system, 111 text messages are sometimes subject to delays on the mobile phone network, which means texts don't get through straight away or at all. If this happens and you don't get a text back from us within 2 minutes of sending your first text, you should contact 111 a different way.
When I am texting 111 do I need to tell you I am Deaf?
No, the Police know from your registration that you are Deaf (or hearing impaired).
If I am travelling in NZ and an emergency happens can I text 111?
Yes, this service is available throughout New Zealand (every where there is cellphone coverage). But it is really important that your first text tells us where you are.
What if I don't know where I am?
Look for a landmark like a church, park or bridge. If you're driving, give the name of the town you last went through and say how long ago that was. Say where you're heading. If you can see any road signs, street names or intersections, give those.
If something happens to me can someone else text from my mobile phone, on my behalf?
Yes, if the person is Deaf they can text 111. But if the person is hearing it's better they call 111 as it's quicker.
If an emergency happens in a remote area and a helicopter is needed, can I text 111?
Yes, you can. Police will pass on the details to the ambulance service, who can organise a helicopter if needed.
What if someone steals my phone or I lose it?
Tell your phone provider and they will stop your phone. If you think it's stolen, then report it to Police. If you get another phone number, you will need to update your account on the Police website.
Do texts to 111 cost anything?
No, they won't cost you anything.
Will my text still go through if I've run out of money on my pre-paid phone?
Yes, it will (providing you have reception and there are no delays on the network).
Can I still use fax and TTY phones to contact emergency services?
Yes. Faxes and TTY phones are still working.
Can I text 111 at any time, or only during working hours?
The Police Communications Centres work around the clock every day of the year, so you can text any time you have an emergency.
If I send a hoax or fake text, will I get into trouble?
Yes, you can be fined or if it's really serious you could be arrested. Also, please teach your children not to play with your phone. But if you genuinely don't know if it's an emergency and you're worried, text 111 and Police will help you work out what to do. You won't get into trouble for that.
If I have an emergency and Police are called, will you bring an interpreter?
No, as the first thing we need to do is get to the incident quickly. If you are arrested though, it's your right to have an interpreter there before you answer any questions.
My English isn't very good. Will they understand me when I text?
Police deal with a lot of people whose first language isn't English so they're used to different ways of giving information. Police are also training our Communications Centre staff in Deaf awareness.
Can I put F for Fire, A for Ambulance and P for Police?
Yes, you can.
Can I text in another language?
You could, but if we don't have anyone working who is fluent in that language, we would need to get it translated. That would mean it would take longer to get help to you.
Can I send in photos?
No, it's a text only service.
How many times should I text backwards and forwards?
Police will tell you when we've got enough information and you can stop texting. You should text again if anything changes, eg a second house catches fire.
What if I'm stressing out?
Try and stay calm. The most important information to text is where you are, so do that first. Once we know where you are, we can get help on the way. Communications Centre staff are trained to deal with frightened and upset people, so they'll help you as much as they can.
What if there's no reception where I am?
It's the same for hearing people. If you can, move to a different spot until you find a place where you can get reception.
Presented by: Daniel Harborne, Deaf Aotearoa NZ and Constable Debi Leahy, NZ Police
Filmed by: NZ Police Video Unit
