24/7 Monitoring Option

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1 24/7 Monitoring Option

2 This supplement must be read together with the FirstCall User Guide. Please contact FirstCall on if you do not have a FirstCall User Guide. The FirstCall User Guide is also available for download at: If this equipment does not make a call to the Monitoring Service when activated, or if help does not arrive as expected, use another method to call for help. Call FirstCall for assistance BEFORE you enter into any service contract for the National Broadband Network (the NBN) or change your telephone service or your service provider. 1

3 Table of Contents Introduction 3 Life support policy 4 Setting up the service 5 Choosing your contacts 6 Emergency calls 7 Silent test calls 8 Testing your pendant 9 Monitoring service billing 10 Cancelling the service 10 2

4 Thank you... for choosing the FirstCall Monitoring Service Option. Using a professional Monitoring Service to take all your calls for assistance gives you confidence that calls received will be acted upon quickly and effectively. This supplement describes the services and functions of the monitoring option. Information on the installation, operation, and maintenance of your FirstCall is contained in the User Guide supplied with the equipment. The Monitoring Service fees are significantly reduced because you own your FirstCall, and you install the equipment yourself. Also, maintenance is by swap-over - FirstCall will send you a replacement free of charge during the warranty period should a problem be identified. Please test your pendant on the recommended date by making a test call to the Monitoring Service and speaking to the Operator. Also it is very important to test your FirstCall if the equipment has been moved or changed in any way. If you have any questions relating to your equipment, or the Monitoring Service, please call the First- Call on

5 Life Support Policy The FirstCall Medical Alarm enables caregivers to provide an effective response system. However, the Medical Alarm is not a life saving device and cannot provide a guaranteed level of performance beyond what can be expected from technology of this kind. The manufacturers of the Medical Alarm design equipment and systems of high performance and reliability. The Medical Alarm employs extensive self-testing and error checking techniques that minimise the risk of false or missed calls. While the equipment is inherently reliable, it can only perform it s function when operated correctly. It is essential that the user develops operating procedures and practices which include regular system testing and consideration of other forms of communication to call for assistance in the unlikely event that a malfunction occurs. To ensure that the system performs as designed, it must be installed, operated, maintained, and regularly tested by the user in accordance with the information contained in the FirstCall User Guide and this supplement and other supporting documentation. Use of the FirstCall Medical Alarm is acknowledgement that you understand and agree to these conditions. If you do not agree to these conditions please return the alarm equipment to FirstCall Medical Alarms, PO Box 1100, Lane Cove, NSW 1595 within 30 days of equipment purchase for a refund of all money paid less delivery charges. 4

6 Setting up the Service To activate the Monitoring Service you need to provide additional information and a list of people for the Monitoring Service to contact if you need help. If the Monitoring Service is unable contact anyone, or if you do not wish to provide any contacts, they will call an ambulance or other nominated emergency services. The following information is required to set up the Monitoring Service, using the form supplied: Monitoring Service Client Application Form For your additional details and the details of your contacts. Monitoring Service Client Agreement The service agreement between you and the Monitoring Service. Mode-3 Disclaimer Acknowledgment that you understand that FirstCall and the Monitoring Service strongly recommend the installation of a Mode-3 socket should there be more than one telephone outlet in your home. See information on Mode-3 sockets in the FirstCall User Guide. The service will be activated after we receive your forms and when you connect and test the alarm. 5

7 Choosing your Contacts We recommend that you have at least 2 contacts for the Monitoring Service to call if you need assistance. Your contacts should: be well known to you and able to come to your assistance quickly at any time. have keys to your premises or know how to gain access, or know the combination of any key holder. be willing to let the monitoring Service know if they are going away or are no longer able to be a contact. If a contact is not able to assist when called they must tell the Monitoring Service Operator immediately so that other contacts can be called. If your contacts are not available, or not able to respond, the Monitoring Service will call an ambulance or other nominated emergency service. The ambulance will charge the standard call-out fee. 6

8 Emergency Calls For information about how to make an emergency call please refer to the FirstCall User Guide. When an emergency call is answered by the Monitoring Service Operator you will hear a series of tones from the Firstcall alarm unit. When the Operator receives the call they will automatically know who you are, where you live, your medical history, and that you need help. After a short time the Operator will ring back and the alarm unit will automatically answer their call. You may hear your phone ring once or twice, but please do not pick up your telephone handset. The Operator will come on the line and attempt to speak to you through the sensitive loudspeaker in the FirstCall alarm unit. It is not necessary for the Operator to speak to you, but if they can speak to you they may be able to determine the exact nature of the problem and reassure you that help is on the way. If the Operator cannot speak to you, don t worry - they will make sure you get help. If your contacts are not available the operator will call an ambulance or other nominated emergency service. If not successful on the first call attempt, FirstCall will continue to make up to 30 calls in order to get help. When the Operator has finished with a call the FirstCall alarm will reset ready for another activation. Don t worry If you set the alarm off by accident - just wait until the Operator comes on the line and tell them you are OK. 7

9 Silent Test Calls The following automatic silent test calls are made to the Monitoring Service to check for correct operation of the equipment: Equipment Test Calls Regular equipment test calls check the operation of the Alarm Unit and the telephone line. They do not check the operation of the pendant, so pendant test calls must still be performed by the user through to the Monitoring Service. See page 9 for more information. Mains-Fail Calls Calls are made to the Monitoring Service after the mains power has been disconnected from the alarm unit for more than a few hours. Pendant Low-Battery Calls Calls are made to the Monitoring Service if the the pendant has been operated with a low battery. The pendant battery should last for many years, but if it is getting low the Monitoring Service can contact you. Call FirstCall on to purchase a replacement pendant. 8

10 Testing the Pendant It is very important that you regularly test your pendant through to the Monitoring Service. Testing the pendant also helps you to remember how the alarm works. You can test your pendant at any time; however, the Monitoring Service will advise you of their recommendations for pendant testing. If you miss the test date don t worry - just test the pendant as soon as you remember. You can write the recommended test date on the rear of this manual. How to test the pendant: It is preferable to test the pendant some distance from the alarm unit, such as from outside in the garden or in another room. 1. Press the pendant for a few seconds to activate the alarm. 2. Go back to the alarm unit. The siren will sound and then it will call the Monitoring Service. 3. Wait for the Monitoring Service to come onto the line and tell the Operator that you are testing your pendant. Please do not pick up the telephone handset. If the Operator does not come onto the line within 5 minutes, please call the Monitoring Service for assistance. Advise that you have tested your pendant and have not had a response. If the Monitoring Service cannot resolve the issue please call FirstCall on during business hours (EAST). 9

11 Monitoring Service Billing Monitoring fees are paid in advance, either quarterly or yearly. Short-term monitoring is also available. The Monitoring Service will send accounts directly to you for payment by cheque, credit card or EFT transfer. If an account is unpaid the Monitoring Service will attempt to contact you or the person responsible for the payment, but if the account remains unpaid for a significant period of time the Monitoring Service may cease responding to calls from your alarm. Cancelling the Service The Monitoring Service can be cancelled at any time. Unused portions of the monitoring fees will not be refunded, so it is best to cancel the agreement towards the end of a billing period. As you own the FirstCall equipment you can transfer the equipment to another user, however the equipment must be returned to FirstCall for reprogramming and reconditioning. The Monitoring Service is not transferable. If you do not intend to transfer or otherwise use the equipment, please call FirstCall on

12 Pendant Testing Please test your pendant on the day of each month. Wait for the Operator to come on-line and tell them you are testing. If you forget to test on the correct day, please test when you remember. Please call the Monitoring Service if you have any questions about the service, or if: Your contacts or any of their details change Any of your details change You are moving or changing your phone number You change to a different telephone company The National Broadband Network (the NBN) is being installed in your premises. You have additional equipment installed on your telephone line including the Internet You are thinking about changing your telephone service provider or service options Disclaimer: Firstcall has exercised its best efforts in relation to the information in this manual. However, no warranty of reliability or accuracy is given and FirstCall and it s agents and employees shall not be responsible for any error or omission (whether negligent or otherwise) FirstCall Monitoring Supplement rev

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