FAQs

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 [email protected] 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.

We always assume that every alarm from your security system could be a potential security breach. We don’t treat any alarm as a false alarm. Thieves may trigger repeated alarms from the same area in your premises, hoping they will eventually be ignored. We will only disregard an alarm signal from your premises when you explicitly instruct us to do so (verbal for temporary override/written for ongoing circumstances).

Consider using our Video Monitoring Service, which allows our operators to remotely view your site when an alarm is triggered. This service can assist them in verifying alarm triggers and reduce responses to what turn out to be false alarms.

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.

The Monitoring Team will call your nominated contacts once the break-in has been confirmed. Once we’ve contacted you, we can contact the police if you want them to attend. Most Australian police services require the business owner or a representative of the business to personally make this request and expect you to be present when they attend. We’re unable to make that request for you directly.

We can assist if you want to make temporary arrangements to safeguard the property.

It’s crucial to note that we cannot take further action if we cannot contact you and you haven’t authorised us to place a guard on-site. Your authorisation is crucial to our procedures, ensuring all actions align with your preferences and requirements.

You can contact the Monitoring Centre on +61 1300 884 543 and +64 9 887 0362.

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 using your response plan and the site numbers you’ve provided.

Occasionally, 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 contact anyone on-site, your nominated Alarm Response Plan (see below) will come into effect.

If you want to operate a schedule, you must 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.

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 changes to your arming & disarming schedule by calling 1300 884 543 or emailing the Monitoring Centre at [email protected]

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

Our electronic Alarm Response Docket lists nine event types that may result in a response. You will receive a docket with one of these events selected. In addition to intruder, fire or industrial alarms, the following are the most common events which may also indicate a breach of 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 have not been able to contact your team or 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 received a call from a contact or have been unable to contact anyone on site, and your response plan authorises it.
• Isolation – When your security system was armed, one or more detection devices didn’t activate. Common causes include doors or roller shutters that may be open or not correctly secured, broken detectors or damaged cabling.
• Let In/Out, Patrol Report and Random Patrol Request event types are services provided at your request. Please get in touch with us for more information.

We will email the alarm response docket to an address of your choice.

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.

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

We always assume that every alarm from your security system could be a potential security breach. We don’t treat any alarm as a false alarm. Thieves may trigger repeated alarms from the same area in your premises, hoping they will eventually be ignored. We will only disregard an alarm signal from your premises when you explicitly instruct us to do so (verbal for temporary override/written for ongoing circumstances).

Consider using our Video Monitoring Service, which allows our operators to remotely view your site when an alarm is triggered. This service can assist them in verifying alarm triggers and reduce responses to what turn out to be false alarms.

The Monitoring Team will call your nominated contacts once the break-in has been confirmed. Once we’ve contacted you, we can contact the police if you want them to attend. Most Australian police services require the business owner or a representative of the business to personally make this request and expect you to be present when they attend. We’re unable to make that request for you directly.

We can assist if you want to make temporary arrangements to safeguard the property.

It’s crucial to note that we cannot take further action if we cannot contact you and you haven’t authorised us to place a guard on-site. Your authorisation is crucial to our procedures, ensuring all actions align with your preferences and requirements.

You can contact the Monitoring Centre on +61 1300 884 543 and +64 9 887 0362.

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 changes to your arming & disarming schedule by calling 1300 884 543 or emailing the Monitoring Centre at [email protected]

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

Our electronic Alarm Response Docket lists nine event types that may result in a response. You will receive a docket with one of these events selected. In addition to intruder, fire or industrial alarms, the following are the most common events which may also indicate a breach of 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 have not been able to contact your team or 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 received a call from a contact or have been unable to contact anyone on site, and your response plan authorises it.
• Isolation – When your security system was armed, one or more detection devices didn’t activate. Common causes include doors or roller shutters that may be open or not correctly secured, broken detectors or damaged cabling.
• Let In/Out, Patrol Report and Random Patrol Request event types are services provided at your request. Please get in touch with us for more information.

We will email the alarm response docket to an address of your choice.