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FAQ

How does the LifeLink personal alarm system work?

When your pendant or Base Alarm unit is activated, our Emergency Response Centre team will attempt to make voice contact with you.

If this is successful, we will assess you your needs and arrange the appropriate services which may range from organising a friend or family member to visit, to the assistance of emergency services personnel.

If we are unable to make voice contact with you via the Base Alarm, we will telephone you at home two times to ensure the response system was not activated without your knowledge. If we cannot reach you by telephone, we will call for emergency services and your nominated emergency contacts will be notified.

What is the difference between monitored and non-monitored personal alarm systems?

LifeLink’s monitor service is staffed by our trained operators 24 hours, 7 days a week 365 days of the year. Our operators are always available to respond to clients’ emergency calls. Through the Base Alarm, the operator will establish the type of assistance you require in order to quickly arrange the most appropriate help for you.

What happens where there is an emergency?

If you press the button on your pendant, or if your Automatic Falls Detector is activated, the LifeLink Emergency Response Centre will receive a notification. They will then attempt to contact you through your hands-free Base Alarm and ask you a series of questions to determine the appropriate assistance to be organised.

If we are unable to make voice contact with you via the Base Alarm, we will telephone you at home two times. If no contact is made after two attempts, LifeLink will assume you require assistance and will contact emergency services to attend.

How will emergency services get into my home?

During installation of your LifeLink monitored service, you will be asked to provide details on how emergency services will be able to access your home, for example through a hidden key outside or stored in a Key Safe. The entry details you provide will be recorded in our secure database and will only be provided to emergency services following an emergency alarm.

Please note that if you choose not to have a hidden key or Key Safe in place, emergency services may need to force their entry into your home to provide you with assistance.

What is a Key Safe?

A Key Safe is a small, strong and secure box (like a miniature safe) installed on a wall outside your home or office. Depending on which model you purchase, the Key Safe can store a number of keys and door swipes.

If you are expecting a visitor, have forgotten your keys or wish to provide easy access for emergency services or a care worker, a Key Safe is a simple way to provide secure access to a key. It can be set with a code of your choosing with LifeLink storing this code and providing it to emergency services in an emergency situation.

How much does the LifeLink personal alarm device cost?

Most LifeLink products are rented rather than being sold outright, this provides you a more cost effective model and the use of upgrading or downgrading your products as your needs change.

The cost of a LifeLink product is in three components:

  1. Once off programing and activation fee (which may or may not include technician installer costs – depending on the product you are hiring)
  2. Ongoing equipment rentals costs (charged fortnightly)
  3. Monitoring costs – if you are having LifeLink monitored products (charged fortnightly)

An ongoing monitoring fee gives you access to our 24 hours, 7 days a week, 365 days a year Emergency Response Centre reacting to all your alarms and includes the cost of servicing of the equipment should any faults be detected.

There are no lock-in contracts with LifeLink, a two week cancellation notice is required.

How long does installation take after signing up?

Once LifeLink receives your signed paperwork we aim to have your monitoring services installed within five business days subject to available licensed technicians.

If you have opted for a mobile Base Alarm that does not require a technician, we will courier to you within four days.

Does it cost extra for an emergency activation?

The ongoing monitoring fee includes all services so there are no added cost from LifeLink to receive assistance during an emergency. However, please note each time the unit is activated, the cost of a local phone call will show on your next phone bill.

Additional costs incurred from emergency services or hospital fees are not covered by LifeLink and will remain your responsibility.

Do I have to sign up for a minimum period of time?

There is no minimum length of time to have the LifeLink service active. There is, however a two week cancellation policy. After this time we will no longer charge your fortnightly monitoring costs, however rental on hardware will still continue until you have returned all your equipment.

Do I need a landline or a home phone?

Depending on which system you have installed, it either operates through your landline telephone or a mobile phone network (a mobile phone is not required).

Does the emergency pendant work if I’m not at home?

The LifeLink system will only work in and around the home, where it is installed. Please ask our customer service team for the range of our monitoring system.

Will LifeLink work if the power is out?

Each service unit has a back-up battery to maintain your service in the event of a power failure. The battery lasts up to 40 hours and will be recharged when your power supply is restored.

What is the range of the pendants?

Standard pendants have an activation range of 50 to 400 metres and can differ between houses due to several external factors such as the size and framework of your home, however the range of your pendant will be tested during installation so you will know its limits.

Are the pendants waterproof?

LifeLink pendants are water resistant to Australian standards. LifeLink recommends wearing your pendant at all times, even in the bath or shower.

What happens if I press the pendant button by accident?

If you accidentally press your pendant button, the LifeLink Response Centre will be notified and you need to simply let the operator know it was a false alarm.