Questions & Answers

When you activate your pendant or alarm we ask you if your call is an emergency. Our average response time to answer your alarm is 13 seconds.

If it is an emergency we ask you a few questions, then we briefly put you on hold while we contact emergency services. Once we get hold of Ambulance/Fire/Police we pass on information about you – such as your name, contact phone number, nature of emergency, location and lockbox number so they can get into your house.

While we’re talking to emergency services you are on hold. Once we have given them this information we take you off hold and conference call in the emergency service you need so they can talk to you directly.

Emergency Services will triage you over the phone to determine what action they take. Emergency Services decide whether to dispatch an ambulance, or whether to schedule a call back to you if an ambulance isn’t required.

While this is happening, we stay on the call. We can hear both sides of the conversation. If an ambulance is dispatched Emergency Services will most likely end their call but we will stay on the call with you until help arrives. We stay on the call so we can monitor any change in circumstance and keep you updated if necessary on when help will arrive.

During this time we will also call your Emergency Contacts if you’d like us to or if you’ve indicated this on your Response Plan.

We need information about you and what’s happening to pass on to emergency services. When we call Emergency Services they want to know what the nature of the emergency is, your name and contact number, your location and your lockbox number.

Once we’re on the call to Emergency Services we relay this information to them, then we conference call Emergency Services in to the call so they can speak to you directly.  We stay on the call with you until the situation has been resolved or emergency services arrive. 

Emergency Services decides whether to send an ambulance or not. When they speak to you on the call they determine whether you need immediate help or whether they call you back in a specific amount of time to see how you’re getting on. SECURELY Monitoring Centre staff are not clinicians and do not get involved in Emergency Services triage process.  

We call your emergency contacts of that’s what you’ve asked us to do. We tell them what’s happened and if you’ve been transported to hospital. 

If you’ve activated your alarm but can’t talk to us we assume you need help urgently. We contact emergency services and provide your name, location and lockbox number so they can access your property. Even though we can’t talk to you or hear you, we stay on the call and let you know what’s happening. We will stay with you until help arrives. We will also call your emergency contacts and let them know we’ve had an alarm activation but can’t talk to you. If necessary we can give your emergency contacts your lockbox number so they can access your house key to check on you, if they arrive before emergency services. 

Send the invoice to us at Freepost 120011, PO Box 947, Tauranga 3140 and we’ll take care of it. There are more ways to get your invoice to us listed here Step 9

On our Contact Us page fill out your details and in the message box, let us know you have a complaint so we can get back to you quickly. We have a process that we follow if we receive a complaint and is something that we prioritise and take very seriously.  We would expect that you are contacted within 24 hours with information about the complaint process. 

Medical and monitoring FAQ’s can be found here  

We have tried to think of every burning question you may have about our medical alarms.

If we’ve missed something on our Q&A list please contact us on 0800 865 865 or email and we will answer it for you.