Why NZ’s 111 Emergency System Needs a Modern Upgrade – Lessons from the Golden Bay Outage

Timothy Kemp
6 days ago
3 min read

By Siptrix Systems | July 2025

A major fibre outage in Golden Bay this week has reignited concern over the resilience of New Zealand’s emergency communications — especially access to 111 services during power or network disruptions.

On Thursday morning, a fibre line running beneath Lindsay’s Bridge over the Tākaka River was damaged, due to recent severe weather. This severed connection took down over 800 fibre and 350 copper connections, cutting off internet, mobile, and even landline services across large parts of Golden Bay, including Upper Tākaka, Collingwood, Wainui, and Bainham.

Most notably, the 111 emergency service was completely unavailable for many residents. Technicians from Chorus were dispatched to the affected site on State Highway 60 in Uruwhenua, and crews from across the country were mobilised to assist. At the peak of the outage, four Spark towers were offline, and the loss of connectivity even affected firefighter alert systems and basic cellular coverage.

Golden Bay volunteer firefighter Greg Fallows described the alert failure:

"The app that alerts firefighters to callouts wasn’t working — it's cellular-based. If you're out of range of the siren, the cellphone alert is the only way."

Even services like iHeartRadio and PayWave were interrupted. For many residents, Starlink satellite connections were the only reliable backup, while others had no access to emergency services at all.

Paul Brislen, CEO of the Telecommunications Forum, explained to RNZ that 111 is not a separate system — it's simply a number routed over existing phone networks. While it has some fail-safes like roaming across carriers and Wi-Fi calling, it still fundamentally relies on terrestrial infrastructure. This creates serious risks in remote or flood-prone regions where outages can last hours or longer.

Brislen noted:

"In this day and age, you've got devices that will call for help after a crash or fall... but the 111 call centre can’t receive those alerts. Even a simple emergency text message won’t go through."

In 2023, a government project to modernise the police-run 111 system was cancelled. As recent events show, modernisation is now critical.

At Siptrix Systems, we work with schools, businesses, and community organisations across New Zealand to implement multi-layered voice and data systems, including VoIP, mobile redundancy, and satellite-ready solutions.

We believe it’s time for emergency services to match the pace of technology. Some key upgrades New Zealand should prioritise include:

Enabling text-to-111 and satellite-triggered alerts (such as via Apple Watch or crash sensors)
Upgrading 111 call centres into true contact centres that accept more than just voice calls
Supporting satellite messaging services such as Starlink or Iridium
Establishing looped fibre routes to prevent full cut-offs when one section is damaged
Encouraging backup communication options at a business and household level, including VoIP and satellite tools

During the Golden Bay outage, 2degrees customers maintained limited mobile coverage thanks to Starlink integration. Local farmer Deborah Rhodes said mobile reception dropped out, but her family stayed connected at home using Starlink.

This example shows how a mix of fibre, mobile, wireless, and satellite networks can offer vital redundancy during a natural disaster or civil emergency. The Golden Bay event is a reminder that New Zealand’s current emergency model — relying on a single phone number routed through traditional infrastructure — is no longer fit for purpose. We need a more modern and diverse approach to ensure access to help, even when the power or networks go down.

At Siptrix Systems, we’re here to help future-proof communications. Whether you're a rural business, a school, or a health centre, we can tailor reliable telecom solutions that keep you connected when it matters most.

Siptrix SystemsVoice, Data & Satellite Resilience for NZ Businesses

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Email: info@siptrixsystems.co.nz