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Response Plan FAQ's

Why is the Standard Response Plan being changed?

We are always looking at how we can improve our services and following a review across all the different Response Plans we have noted some ways to do this. For example, as well as calling you via your landline or mobile, we will now send a text for activations to help keep you more informed. We plan to add more features in the future to our plans and will communicate these through future newsletters.

If you would like to create your own Response Plan, please fill out the Individual Response Plan Form on our website.

What is a Response Plan?

A Response Plan is a set of instructions that tell us how to respond to each type of alarm activation.  For example, what to do when an activation is received from your alarm when it is set or when we receive an activation from your smoke detector. If you don’t have an Individual Response Plan, don’t worry, we will use our industry aligned Standard Response Plan.

What is the Standard Response Plan?

You can view our Standard Response Plans on our website by following this link: https://securely.nz/security-response-plan/

What is an Individual Response Plan?

You can choose how we respond to each different alarm activation by filling out the Individual Response Plan form on our website. This allows you to specify how we respond to your alarm activations, for example, when we send out a guard.

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When does a Security Guard get sent?

A guard is sent for a range of activation types to ensure the security of your home and property. It is now part of our Standard Plan to send a guard if we can’t contact you to verify if the activation is genuine or accidental. If you haven’t previously set up an Individual Response Plan telling us how to respond to your activations, we will automatically follow our Standard Response Plan.

Have a read of our Standard Response Plan on the website. If it’s not what you want, you can make changes by filling out the Individual Response Plan Form on our website or by calling us on 0800 906 906. We recommend dispatching a guard to callouts as it’s industry best practice.

It’s important to note that Guard callouts may be charged to you so you need to tell us how you’d like us to respond to any activation and also if you have a local preferred guard service provider.

I don’t want a Guard sent

You can specify your Individual Response Plan by filling out the forms found on our website to decide when, or if, a guard is sent in case of an activation. This gives you the option to control when a guard is sent or choose not to have a Guard dispatched. We recommend dispatching a guard as it is best practise if we cannot contact you when we receive an alarm activation. However, this is your decision and we could simply text you and take no further action.

How much does a Security Guard callout cost?

SECURELY® does not have its own guard service so this depends on which security company we use in your area. It will typically cost between $65 to $75 depending on the guard provider. Wherever possible we prefer to use Armourguard, however if there isn’t a local branch in your area, we will call another company. If you wish, you can choose which security guard is sent after an activation. Let us know on your Individual Response Plan if you have a Guard preference.

What Security company does the Guard come from?

Where possible we use Armourguard otherwise we use various local agencies. You can choose which company is used in your individual Response Plan.

Will I be charged for a Guard callout if you send a Guard and it turns out to be a false alarm?

In general, we charge for all Guard callouts. If you would like to control when a guard is sent out, please fill in the Individual response Plan Form on our website.

How do I change my response plans?

You can change your Response Plan by visiting our website and filling out the Individual Response Plan form, or by calling us on 0800 906 906 between 8am – 7.30pm Monday to Friday (excluding  Stat Holidays). If you cannot get through to us, please leave us a message with your name and number and we will get back to you.

I submitted an Individual Response Plan form, but now I want to change something, what do I do?

You can do this by completing the form again to update the changes you want made, or by calling us on 0800 906 906 8am – 7.30pm Monday to Friday (excluding Stat Holidays) and letting our Response Team know.

I want to monitor my own alarm

If you would like to cancel your monitoring, please call us on 0800 904 904 to let us know. A cancellation period may apply.

I am a Main Security / Safegard customer and now I have a SECURELY® logo on my invoice

SECURELY® purchased the Main Security and Safeguard businesses in 2017-2018 and have been monitoring your alarm since then.  We are now bringing all three brands under the single SECURELY® name.  Therefore, you will start seeing the SECURELY® logo appearing on your invoices.

What other changes will be happening?

We have already made some changes to our website to make it more informative and easier to navigate. You may notice some changes to the way your invoice looks as we incorporate the SECURELY® brand.

Securely has been monitoring your alarm since 2017/2018.  You can expect the same friendly prompt service.

Does this brand update mean that you are going to change my price or terms and conditions?

We generally review our pricing and terms and conditions on an annual basis. The next review will happen early next year, and any proposed change will be communicated at that time.

Existing pricing plans with specific terms and conditions

We are not currently making any changes to existing pricing plans with specific terms and conditions.