FAQs

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Grade A1 National Monitoring Centre

 

 

Accounts & Administration

 

 

Sales

 

 

Service

 

 

 

Grade A1 National Monitoring Centre

 

 

Accounts & Administration

 

 

Sales

 

 

Service

 

 

 

Call 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message requesting a call back.

 

You can email the service department at service@jdsecurity.com.au

 

You can also make a service request online at: https://www.jdsecurity.com.au/support/service-request/

 

A Grade A1 Monitoring Centre is Australian/New Zealand Standards highest classification for a Monitoring Centre.

 

The Standard provides the requirements for the grading of construction of Monitoring Centres and the grading of equipment and staff used for the monitoring of security systems. The Standard uses two seperate parameters for grading: building services and construction are graded on a scale from A to C with A being most resistant to attack, and; operation, equipment and staff are graded on a scale from 1 to 3 with 1 having the highest performance.

 

 

DirectWireless is a 4G Alarm Monitoring Network dedicated to the transmission of alarm signals and is available as a Single SIM or Dual SIM (to protect against network outages) service. DirectWireless supervises the connection between the security system and the Monitoring Centre in either 12 hour, 1 hour or 120 second intervals (the choice is up to you). Should the supervisory signal (an automatic check known as a poll) not receive a response, we’ll escalate the event in accordance with your response plan. For insurance purposes this service is classified as a Class 2 (C2) service.

 

Learn more about our DirectWireless plans here https://www.jdsecurity.com.au/alarm-monitoring/4g-plans/directwireless/

 

 

It’s important that we’re able to identify & verify those members of your organisation who are authorised to issue instructions or make temporary changes to your procedures or schedule. Therefore we require all authorised users to know your company’s “blanket” or their individual password. Your password should not be the same as your alarm code.

 

 

Once we’ve called and left messages for all of your contacts we’ll wait to receive further instructions. If your Alarm Response Plan includes sending a response vehicle without a contacts authorisation this will be done.

 

 
 
Additional services not covered by monitoring fees include but are not limited to:

 

  • Alarm Responses
  • Activity Reports (monthly, weekly, daily & ad-hoc)
  • Security system installation
  • Service calls
  • Programmed Maintenance
  • Remote reprogramming (i.e. remote changes to user codes, remote arming)
  • Non-standard monitoring services, for example – requests for multiple keyholders being notified of a schedule violation; keyholder call-backs where contacts have already been notified to attend or authorise a response; notification of keyholders overseas and other special feature requests.

 

 

JD Security provides many different alarm communication options for you to choose from including DirectWireless, Inner Range Multipath & Permaconn Wireless 4G, Alarm.com Interactive Monitoring & fixed-line IP Monitoring.

 

 

If you’re using PSTN/Digital Dialler or fixed-line IP Monitoring via fibre as your communication option, there may be the risk that the line could be intentionally cut or drop-out due to network failure. If this happens your security system won’t communicate with the Monitoring Centre. If you or your insurer are concerned about your level of risk you should consider switching to a 4G plan.

 

Learn more about our 4G plans here https://www.jdsecurity.com.au/alarm-monitoring/4g-plans/

 

 

Most alarm systems have the capability to send a test signal within a pre-defined period of time (e.g. once every 7 days, every 24 hours) to allow us to verify that your alarm system is still connected and reporting.
 

 

Most security systems give you the ability to have specific areas – or partitions – of your business monitored whilst other areas remain disarmed. For instance you may be able to divide your building into three separate areas including the office, warehouse and showroom. Each ‘additional area’ may be monitored as if it were an independent entity with its own codes and schedules allowing you to choose the level of authorisation that each user has. You can assign rights to each user for either full or restricted access.

 

 

A small additional charge applies per separately monitored ‘additional area’ (see the What is an area? FAQ). Each ‘additional area’ requires the same amount of work as a separately monitored system.

 

 

Contacts are the people who you’ve nominated as your company’s authorised after hours decision makers.

 

While we’re responsible for monitoring your alarm and advising your contacts of any exceptions, your contacts are responsible for making decisions about your security based on the information we provide. Once personal contact has been made with a contact, we consider that they’ve been duly advised and it’s now their responsibility to make a decision.

 

If they don’t want to make a decision or issue instructions it then becomes their responsibility to contact another contact who is able to make a decision.

 

 

Please make sure that all of your contacts know that they’re on the Contacts list you’ve given us, and that we may attempt to contact them. It’s also important that they understand your company’s security policies and their obligations should we contact them.

 

 

Without these times we’re unable to check if your system has been armed or know if a member of staff has entered your premises outside your schedule. We recommend that you nominate the earliest time by which you expect to disarm your alarm each day, and the latest time by which you expect to arm your alarm each day.

 

If you don’t want to have a schedule you shouldn’t provide times. And if you want to remove your schedule email the Monitoring Centre at controlroom@jdsecurity.com.au

 

 

When you set-up your service you’re asked to complete a Commissioning Form, a formal document that provides key information about your location, contacts and the times you expect to disarm and arm your security system (Section 4 is known as the Open/Close Schedule).

 

Whilst it’s not essential for you to provide times if you don’t want this feature, it is essential if you to make sure that your system has been armed by a certain time and likewise if you want to us to make sure that nobody disarms your system without authorisation.

 

Therefore a schedule violation occurs when someone disarms your system when it’s meant to be armed or doesn’t arm your system by the time you want it to be armed.

 

You should instruct staff to call the Monitoring Centre on 1300 884 543 when they’re working late, and haven’t armed the security system, or are disarming the system after hours when it’s meant to be armed.

 

If you’d like to update your schedule click here to download a: Commissioning Form

 

You can also email the Monitoring Centre with changes to your schedule at controlroom@jdsecurity.com.au. Please make sure that the email is sent by an authorised member of staff.

 

 

If you’re entering outside your schedule, contact the Monitoring Centre immediately after you’ve disarmed the security system and be ready to provide the following information:

 

  • Your first and last name
  • Company name and location
  • Your individual or blanket password
  • Estimated time of departure

 

The purpose of out-of-hours verification is to check who’s coming and going from the premises during those times when the alarm system is meant to be armed. Therefore we ask that you don’t call 2-3 days before to “book in” as we need to verify you or your staff at the time of disarming.

 

 

We’ll attempt to contact you using the numbers provided. If we can’t make contact we’ll advise your contacts.

 
Depending on you nominated Alarm Response Plan, a response vehicle may be sent to your premises to investigate.
 

 

It’s important that you regularly review your Contact list and scheduled arming & disarming times so that we have your most current information.

 

You can update your contacts online at https://www.jdsecurity.com.au/support/contact-update-form/ – make sure that the form is completed by an authorised staff member.

 

You can also email the Monitoring Centre with changes to your Contacts and Schedules at controlroom@jdsecurity.com.au. Ensure that the email is sent by an authorised member of staff.

 

Please note that we can’t accept changes to contacts and schedules verbally.

 

 

I THINK WE SHOULD SPLIT THESE UP

  • Alarm activation – on receipt of an alarm the operator will follow your nominated Alarm Response Plan.
  • Bypass / Trouble (Isolation) – one or more of the detection devices hasn’t switched on when the system was armed. Common causes include doors and or roller shutters that may not have been closed.
  • Fire or Smoke Alarms – notification of fire/smoke alarms is account specific and will take place immediately if you’ve requested it. If notification of Fire & Rescue NSW is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify Fire & Rescue NSW to attend. If the system is disarmed an operator will contact the premises directly and report the activation.
  • Medical Alarms – NSW Ambulance Service notification of medical alarms is account specific and will take place immediately if you’ve requested it. If NSW Ambulance Service notification is not specified in the account comments contacts will be notified. If we’re unable to contact any contacts we’ll then automatically notify NSW Ambulance Service to attend.
  • Power Failure – on receipt of a power failure signal the event will be automatically placed on hold for a period of time. If power isn’t restored we’ll follow your nominated Alarm Response Plan.
  • Low Battery – on receipt of a low battery signal we’ll follow your nominated Alarm Response Plan.
  • Test failure / Should have reported – if a test signal isn’t received as scheduled, we’ll contact you during business hours and get you to test your security system.
  • Line fault trouble / offline – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

 

 

If you’re moving you should notify us in writing as soon as possible so that we can arrange for the transfer of the monitoring service to your new location*. You may transfer your contract, however you’ll need to contact us so that we can arrange the new connection and get your new site up and running as soon as possible.

 

If you’re cancelling the service, one of your authorised contacts must request the termination of the service in writing. If you’re still under contract at the time of cancellation you must pay out the balance of the service charges for the remaining months left on your contract. You’ll also be liable for any ad-hoc charges incurred during this time.

 

Please allow up to 14 days for processing against your account. Please note that “We are moving” notices etc, won’t be accepted as notification of a move or cancellation. It’s never assumed that you’ve stopped using the security system until an authorised contact provides us with a written notification to such effect. It’s not uncommon for customers to require security simultaneously at their old and new sites. For your security we insist on written notification so that we can authenticate the request.

 

* A quote may be required for the installation or relocation of your equipment.

 

 

You should be notified that NBN is coming to your suburb about 6 months prior to its arrival. You can also use nbnco’s Check your address service on their [website] for an estimate.

 

Take a look at one of our 4G wireless monitoring plans by clicking here: https://www.jdsecurity.com.au/alarm-monitoring/4g-plans/

 

 

In most cases we respond to an alarm in accordance with Australian Standard AS 4421-1996 Guards & Patrols which is 35 minutes.

 

 

The standard response charge includes the patrol officers attendance and the first 10 minutes spent on site. An additional charge per minute applies if the patrol officer is required to wait for longer. Our maximum waiting time is 30 minutes after which the patrol officer can be replaced by a guard upon request. We may agree to extend this in exceptional circumstances. Public Holiday surcharge also applicable.

 

Our electronic Alarm Response Docket lists 9 event-types which may result in a response. One of these events will be selected on each docket you receive. In addition to intruder, fire or industrial alarms, the following are the most common events which may also indicate a breach to the security of your premises:

 

  • Late to Close – your alarm is still unarmed after your closing schedule and your response plan requires us to attend. Your response plan is only actioned if we haven’t received a call from a contact, or have been unable to contact anyone on site.
  • Out-of-Hours Entry – your alarm system is disarmed outside your scheduled hours. A response is only despatched if we haven’t had a call from a contact, or have been unable to contact anyone on site and your response plan authorises it.
  • Isolation – one or more of your detection devices haven’t activated when your security system has been armed. Common causes include doors/roller shutters that may not have been secured correctly.
  • Let In/Out, Patrol Report and Random Patrol Request event-types are services provided at your request. Please contact us for more information.

 

Alarm Response Dockets are electronically delivered to an email address of your choice.

 

If you’re on-site and anticipate working past your closing time, please ring 1300 884 543 with your password and be ready to advise your estimated departure time. We’ll update your arming schedule so our system makes sure that you arm by that time.

 

If you go to your premises and disarm outside your scheduled arming & disarming times please ring 1300 884 543 with your password ready immediately after you’ve disarmed so that we can update your schedule and authorise the entry.

 

Please note that you may incur response charges if you have arming & disarming schedules in place and don’t contact or advise us of schedule changes. If we attempt to contact you and those calls go unanswered and you’ve authorised us to respond to all events we’ll send a response vehicle.

 

You can make temporary changes to your arming & disarming schedule online at https://www.jdsecurity.com.au/support/temporary-instructions/ by selecting Temporary Schedule from the Reason drop-down on the form. Temporary schedules must be received at least 2 hours before they come into effect so that they can be processed.

 

You can make permanent changes to your arming & disarming schedule by emailing the Monitoring Centre at controlroom@jdsecurity.com.au

 

Please note that arming & disarming schedules aren’t mandatory and you can remove them from your service plan if you wish to do so.

 

We treat all “late to close” (meaning your security system hasn’t been armed within your schedule) and “out-of-hours-entries” (meaning the system has been disarmed outside your schedule) as exceptions. This is because a lot of theft is internal. When we receive one of these events, we’ll attempt to contact the premises in accordance with your response plan using the site numbers you’ve provided.

 

Sometimes we can’t contact your site due to problems such as night switches, voice mail, incorrect in-dials, cancelled phone lines or mobile numbers. If we can’t make contact with anyone on-site, your nominated Alarm Response Plan (see below) then comes into effect.

 

If you want to operate a schedule it’s important that you get your staff to notify us when exceptions occur by calling the Monitoring Centre on 1300 884 543 or 02 9725 1566. New Zealand customers can contact us on 09 887 0362.

 

 

A member of the Monitoring Team will notify your nominated contacts immediately. Once we’ve contacted you we can assist you with contacting the police if you want them to attend. Most Australian police services require an onwer or representative of the business to personally make this request and expect you to be present when they attend. We’re unable to directly make that request for you.

 

If you’d like to make temporary arrangements for the safeguarding of the propoerty we can also assist.

 

If we’re unable to contact you and you haven’t authorised us to place a guard on-site, we’re unable to take any further action.

 

 

If you’ve chosen to attend an alarm activation yourself and discover a breach, it’s important that you contact the Monitoring Centre on 1300 884 543 to immediately to report it. To report it to the police in your state please call:

 

  • NSW – XXX XXX
  • QLD – XXX XXX
  • VIC – XXX XXX
  • WA – XXX XXX
  • SA – XXX XXX
  • TAS – XXX XXX
  • ACT – XXX XXX
  • NT – XXX XXX
  • New Zealand – XXX XXX

 

Our operators may be able to assist you by organising overnight guards and repair services if necessary.

 

You can choose one of the following standard alarm response plans:

 

  • Plan 1 – you authorise us to respond to all events without calling your nominated contacts. Alarm Response charges may apply.
  • Plan 2 – we’ll contact your contacts to attend, but you authorise us to respond to all events if none of your contacts are contactable.
  • Plan 3 – we’ll contact your contacts to attend your premises, but if none of your contacts is contactable we will NOT respond because we don’t have your authorisation to do so. By selecting this plan you acknowledge that such action may be contrary to your insurers requirements.

 

If our standard response plans don’t meet your needs please contact us to discuss a feature request. Feature requests are customised action plans built for specific scenarios including refrigeration, medical, smoke, heat and duress alarms that require special handling. Charges apply for custom programming and testing. Additional monitoring charges may also apply.

 

We can’t ever assume that any alarm is false. We treat every alarm from your security system as a potential security breach. Sometimes thieves may deliberately trigger repeated alarms from the same area in your premises hoping that a less diligent security provider might eventually ignore them. We’ll only disregard an alarm signal from your premises upon your explicit instructions (verbal for temporary override/written for on-going circumstances). You may wish to consider a Video Monitoring Service, which allows our operators to remotely view your site when the alarm is activated, assisting them in verifying alarm triggers, and potentially reducing responses to what turn out to be false alarms.

 

 

Firstly, check your phone to see if you’ve missed any calls or voice mails from us. You can also speak with our Monitoring Centre on 1300 884 543 to see if there were any failed attempts to contact you, as every call, attempted call and voice mail is recorded and logged. Please note that the Monitoring Centre cannot agree to or issue credits.

 

If you don’t think we contacted you get in touch with our Accounts department on 02 8787 7562 or accounts@jdsecurity.com.au and they’ll email you a ‘Request for Credit’ form. Once you’ve completed and returned the form we’ll investigate your enquiry. If we haven’t contacted you as agreed in your response plan we’ll issue a credit. If you’d like to amend your response plan at this time we can organise that as well.

 

Please note that some inquiries take longer to investigate than others including queries relating to multiple responses or involving special detection devices such as refrigeration, smoke and heat detectors.

 

The security systems installer code and the zone list. What’s a zone list? The zone list is the location and type of detection devices that the system monitors.

 

 

Free connection is limited to the programming of the existing alarm system to the monitoring centre and includes:

 

  • 1. Programming of communication tasks so that the system communicates to the Monitoring Centre
  • 2. Testing of alarm communications to the Monitoring Centre
  • 3. 5 user codes
  • 4. Entry & exit delay

 

We estimate that this work shall take no longer than 1 hour. FREE connection does not include installation or configuration of any app/s.

 

We recommend that you provide unrestricted access to the alarm system and any detection devices on connection day, i.e. remove anything obstructing access to doors & roller shutters. Remove pallets on racking that may be masking detectors.

 

 

If you can’t supply the installer code the panel will need to be defaulted, i.e. to erase its system settings. When we do this some of the previous functionality may no longer exist. This is because programming was erased at default and the system is being reprogrammed from scratch. We allocate 1 hour of FREE time to complete this task. If it takes longer than 1 hour charges will apply.

 

 

We guarantee that if any of the tasks included in the FREE connection aren’t performed correctly, i.e. programming of communication tasks, testing of alarm communications to the monitoring centre, 5 user codes and entry and exit delay, that we’ll return to site and rectify the fault free of charge.

 

 

We can compile one for you using our best efforts. This means that we’ll determine what detection devices are attached to the security system and their location. The time taken to do this is included in the 1 hour of free time included in any free connection. If it takes longer than 1 hour we’ll advise and charges will apply.

 

 

No. Cleaning of the equipment, i.e. removal of spider webs over detectors etc, is not included. Repairs or replacement of existing non-functional or impaired equipment is not included.

 

No.

 

No. If you’ve just moved in to a property that has an existing security system, we recommend that you replace the battery at the time of connection. Please note that if your security system loses power (in a blackout for example) & the battery is flat, your system won’t work.

 

If you’d like to replace the battery in your security system contact service on 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message.

 

You can order a battery replacement online at: https://www.jdsecurity.com.au/support/service-request/

 

No. If you’re connecting an existing security system and it needs replacement parts the parts are chargeable.

 

To find your login name using the website:

 

1. Go to the website login page: www.alarm.com/login

2. Click Forgot Username or Password?

3. In the Forgot your username? field, enter the email address associated with the account

4. Click Submit. An email containing the associated login name will be sent to the email address.

 

Note: If unable to locate the login recovery email, see the FAQ I can’t find my Alarm.com password reset or login name recovery email.

 

To find your login name using the app:

 
1. Open the app.

2. Tap Login Help

3. In the Forgot your name? field. enter the email address associated with your login name.

4. Tap Submit. An email containing the associated login name will be sent to the email address.

 

Note: If unable to locate the login recovery email, see the I can’t find my password reset or login name recovery email.

 

To reset your password using the website:

 

1. Go to the website login page: www.alarm.com/login

2. Click Forgot Username or Password?

3. In the Forgot your password? field, enter the email address associated with the account

4. Click Submit. A password reset link is emailed to the email address associated with the login.

 

Note: If unable to locate the password reset email, see the FAQ I can’t find my Alarm.com password reset or login name recovery email.

 

To reset your password using the app:

 
1. Open the app.

2. Tap Login Help

3. In the Forgot your password? field. enter the email address associated with your login name.

4. Tap Submit. An email containing the associated login name will be sent to the email address.

 

Note: If unable to locate the login recovery email, see the I can’t find my password reset or login name recovery email.

 

1. Check every folder in your email account (e.g. spam, receipts, junk, etc.).

2. Run a search in the inbox for words like password OR reset OR from support@alarm.com.

3. Run a search in the spam/junk folder (as these results do not populate during inbox searches) for terms such as password OR reset OR from support@alarm.com.

4. Verify the email was not placed into another folder via filters/rules.

5. You should be able to view the filter/rules created when on a web browser. This option may not be available when checking email on a mobile browser or mobile app (i.e. phone/tablet).

6. Verify the blocked sender list does not include the Alarm.com domain.

7. Verify the inbox is not full, and other emails can be received.

8. If the email account is a private email address (i.e. not public like Gmail or Yahoo), verify there is no firewall or email filtering.

9. For more information, contact your IT professional. Additional tests can be conducted by changing the email address to a more popular email service like Hotmail, Gmail, or Yahoo, etc., then requesting the password reset again.

 

A “blanket password” is a password that everyone who’s authorised to use your security system and contact the monitoring centre knows.

 

Your “blanket password” cannot be changed verbally.

 

Your “blanket password” can be changed by one of your authorised contacts emailing the Monitoring Centre

 

 

Learn more about our Permaconn plans here https://www.jdsecurity.com.au/alarm-monitoring/4g-plans/permaconn/

 

 

Learn more about our Inner Range Multipath plans here https://www.jdsecurity.com.au/alarm-monitoring/4g-plans/inner-range-multipath/

 

 

If you’re not arming your security system by the scheduled closing time contact the Monitoring Centre and be ready to provide the following information:

 

  • Your first and last name
  • Company name and location
  • Your individual or blanket password
  • Estimated time of departure

 

 

Smoke Alarms – notification of fire/smoke alarms is account specific and will take place immediately if you’ve requested it. If notification of the Fire Brigade is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify the Fire Brigade to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

 

 

Fire Alarms – notification of fire alarms is account specific and will take place immediately if you’ve requested it. If notification of the Fire Brigade is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify the Fire Brigade to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

 

 

Power Failure – on receipt of a power failure signal the event will be automatically placed on hold for a period of time. If power isn’t restored we’ll follow your nominated Alarm Response Plan.

 

 

Low Battery – on receipt of a low battery signal we’ll follow your nominated Alarm Response Plan. Please note that if your security system loses power (in a blackout for example) & the battery is flat, your system won’t work.

 

If you’d like to replace the battery in your security system contact service on 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message.

 

You can order a battery replacement online at: https://www.jdsecurity.com.au/support/service-request/

 

Any request for a designated hold up alarm service must comply with the National Police Alarm Activation Response Guidelines.

 

Section 5, Alarm Categories & Responses, defines a Hold Up Alarm received from a business as a Category A alarm if it meets the following guidelines.

 

To qualify as a Hold Up Alarm the hold up button device attached to your security system must be:

 

  • a for purpose and manufactured dual button press device
  • permanently fixed to a solid surface and installed in accordance with Australian Standard 2201.2
  • operated by a person who is, or is about to be confronted by a weapon or threat of violence for the purpose of robbery
  • programmed to a seperate, individual zone on the security system
  • maintained in accordance with Australian Standard 2201.1:2007
  • accompanied by the owners written instructions for the activation and reset of the device

  • have any tools or keys that are required for its reset in a designated location on the premises
  • operated as an add-on to a business monitoring service that sends open and close events to the Monitoring Centre when the security system is armed and disarmed

 

Please note that portable wireless devices, including pendants cannot be classified as a Hold Up Alarm. For information regarding these devices and their treatment as a Duress Alarm please see the FAQ What if I trigger a duress alarm?

 

In all instances operators will notify Police to attend. Once Police notification has taken place it is irrevocable.

 

Please note that the National Police Alarm Activation Response Guidelines are a product of the National Emergency Communications Working Group – Australia and New Zealand (NECWG-A/NZ) and are available on the necwg-anz.org website. JD Security cannot guarantee that the police force in your jurisdiction will handle operational matters as described in this document or make changes without notice.

 

 

A duress alarm isn’t a Hold Up Alarm and isn’t reported to police on activation. If you require a Hold Up Alarm please read the FAQ What Happens if we trigger our hold up alarm?

 

 
Alarm activation – on receipt of an alarm the operator will follow your nominated Alarm Response Plan.
 

 

Bypass / Trouble (Isolation) – one or more of the detection devices isn’t functioning on arming. Common causes include doors and or roller shutters that may not have been closed.

 

 

Ambulance authority notification of medical alarms is account specific and will take place immediately if you’ve requested it. If ambulance authority notification isn’t specified your contacts will be notified. If we’re unable to contact any contacts we’ll automatically notify the ambulance authority in your state or region to attend.

 

Medical monitoring services can also include regular live testing by the Monitoring Centre. Please call Sales on 1300 556 334 or email sales@jdsecurity.com.au to make an enquiry.

 

 

Test failure / Should have reported – if a test signal isn’t received as scheduled, we’ll contact you during business hours and get you to test your security system.

 

 

Line fault trouble – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

 

 

Offline – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

 

 

As soon as they disarm the security system they should call the Monitoring Centre on 1300 884 543.

 

 

Medical alarm monitoring is an add-on service that requires the installation of a specific device to the security system.

 

Once the device has been installed you’ll need to provide the Monitoring Centre with specific information regarding the patient and its use. Please call Sales on 1300 556 334 or email sales@jdsecurity.com.au to make an enquiry.

 

 

For enquiries regarding security system apps please contact Service on 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message requesting a call back.

 

You can email the service department at service@jdsecurity.com.au

 

You can also make a service request online at: https://www.jdsecurity.com.au/support/service-request/

If you’ve purchased a security system from us and it has a compatible app the installation & configuration on up 5 mobile devices is included.

 

If you’re switching your monitoring service to us and you’re using an app to control your security system, the installation and configuration of the app isn’t included. Please see the FAQ What Security System Apps do you support?

 

The Monitoring Centre doesn’t provide support for apps.

 

 

We provide installation & configuration for:

 

 

Before we can remote arm your security system it will need to be set-up to be remotely accessible. To arrange for your security system to be set-up please call Service on 1300 538 324 or email us at service@jdsecurity.com.au

 

You can also make a service request online at: https://www.jdsecurity.com.au/support/service-request/

 

Once your security system has been set up for Remote Arming, if you forget to arm it contact the Monitoring Centre on 1300 884 543 and have your password ready to talk to an Operator.

 

Charges apply for us attempting to provide this service. In some situations we may be unable to remote arm your security system. This is usually because of a zone being open/activated which may indicate a door is open or a detector has moving objects in front of it, e.g. a sign hanging from the ceiling blown around by an air conditioner.

 

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