Internet. IP Voice. Network

Scam and spam calling has become a problem across all networks, with more and more customers being targeted. To help you steer clear we advise the following:

• Be suspicious of international numbers you don't know. Don't answer international calls if you don't know the caller, and don't call unknown numbers back if you miss a call from them. (Some scammers try to get you to call or text them back at premium rate numbers which you will have to pay for.)
• Be very careful if anyone calls claiming to be your bank, electricity supplier etc. If in doubt, call the company back using their official contact number.

The TCF offers helpful advice around mobile and SMS scams — see tcf.org.nz.

Received a suspicious call?

Information on past and current scams is available at scamwatch.govt.nz. If you have recently experienced a potential scam or hoax, you can fill out the Report a Scam form. As soon as you realise you have been the victim of a scam, act to protect yourself — acting early may prevent or reduce the impact. See Scammed? Take action.

Scams are most commonly aimed at obtaining your personal information, specifically your credit card or bank account details.

Computer virus scam

Someone calls your phone, possibly addressing you by surname, and says they can detect that your computer is infected with viruses or Trojans. They then ask you to perform quick tasks on your computer which actually give the caller access to it, and to all of your personal information. If you believe you have been a victim of this scam, please refer to scamwatch.govt.nz.

Report any suspicious activity to our Support Team on 0508 DTS NOW (387 669) Option 2 or email support@dtsanz.com. We will investigate the source and block the scam calls where possible.

Effective 1 March 2022, DTS is required to adhere to the rules and regulations set out by the Commerce Commission, as well as the Telecommunications Dispute Resolution (TDR) scheme, ensuring that any home and small business customers who use our voice services but are deemed 'vulnerable' still have the ability to make emergency (111) calls should their DTS-supplied voice service be inactive for any reason.

A 'vulnerable' customer can be defined by one of the following:

• They rely on a home/business phone through a fibre, wireless network, or voice over internet protocol (VoIP) to be able to call 111, or
• They do not have an alternate way to contact 111, such as a mobile phone or fixed copper landline service, or
• They can demonstrate that they are at particular risk of requiring 111 emergency services for health, disability, or safety reasons.

If you fall into the 'vulnerable' category, you are required to notify us immediately. DTS will then organise to provide you with the means to make an emergency call in the event of a power outage or similar.

If a customer is identified as "vulnerable", DTS will, as required by law, provide an appropriate means for contacting emergency services in the event of a power or service outage, at no additional cost to the vulnerable customer.

If DTS becomes aware of a customer's vulnerable status or suspects that a customer may become vulnerable, DTS will continue to provide telephony services to them. This means DTS will not deny or discontinue the service due to factors such as non-payment, unless the vulnerable customer chooses to terminate their services.

If a vulnerable customer wishes to raise a complaint or dispute regarding matters under the 111 Code, they should:

• Contact DTS directly by emailing management@dtsanz.com, or
• Send a written complaint to DTS Limited, PO Box 40623, Upper Hutt 5140, clearly outlining any specific issues related to the 111 Code.

DTS will make every effort to resolve the issue directly with the vulnerable customer. If a resolution cannot be reached, the dispute may be referred to the Telecommunications Dispute Resolution (TDR) scheme by either the customer, DTS, or both, in accordance with the rights of both parties under the 111 Code.

If you believe you are a vulnerable customer, please download and complete the form below and return it to management@dtsanz.com at your earliest convenience.

Download the 111 Contact Code application (PDF)