Questions we frequently receive at vitalCALL
- What is the procedure in an emergency?
- How do VitalCALL personal alarm systems work?
- What is the difference between monitored and non-monitored personal alarm systems?
- How do emergency services access my house?
- What is a Lock Box?
- How much does the VitalCALL personal alarm device cost?
- Does it cost extra if it is an emergency activation?
- Do I have to sign up for a certain length of time?
- How do I pay for VitalCALL?
- Do I need a landline or a home phone for VitalCALL’s personal alarm devices?
- Does the emergency pendant work if I’m not at home?
- Will VitalCALL work if the power is out?
- What is the range of the Pearl pendants?
- Are VitalCALL’s emergency pendants waterproof?
- What happens if I press the pendant by accident?
- How long does it take to get the VitalCALL system professionally installed?
- Who should be there during an installation or demonstration?
- What to do when you no longer require vitalCALL?
What is the procedure in an emergency?
In the event that the pendant has been pressed, the VitalCALL Emergency Response Centre will receive the alert and ask if help is required.
If the Emergency Response Centre is able to make voice contact with you, they will establish what help is required and contact the appropriate person or emergency services.
If the response centre does not make contact with you, they will call you on the home telephone number twice. If no contact is made after two attempts, VitalCALL will assume that help is required and will contact emergency services to attend. VitalCALL will then attempt to contact the nominated emergency contacts (such as friends and family) to advise them of the situation.
How do VitalCALL personal alarm systems work?
What is the difference between monitored and non-monitored personal alarm systems?
How do emergency services access my house?
What is a Lock Box?
A Lock Box is a small, strong, and secure box (like a mini safe) installed on a wall outside your home. The Lock Box can house up to two keys which can be accessed in any event where someone needs access to your home.
If you have a visitor coming, have forgotten your keys or want to provide easy access for emergency services or a care worker, a Lock Box is a simple way to provide secure access to a key.
The Lock Box can be set with a code of your choosing. VitalCALL can store this code and provide it to emergency services in an emergency situation.
For pricing, refer back to the product page.
How much does the VitalCALL personal alarm device cost?
For a quote on the cost of the VitalCALL service, please call VitalCALL on 0800 10 20 30 or view more information on our pricing page.
Once established an ongoing monitoring fee covers access to our 24/7 emergency response centre who respond to your alarms and also includes the cost of servicing of the equipment should there be any faults and free ambulance call out from your property.
If you believe you might be eligible for funding view our funding page.
There are no lock-in contracts with VitalCALL for residential customers.
If you have further questions, contact us.
Does it cost extra if it is an emergency activation?
No. There are no added fees that VitalCALL charges to get assistance in an emergency. There is no charge for ambulance call outs to your home.
Do I have to sign up for a certain length of time?
No. There is not a minimum length of time that you need to have the VitalCALL service for.
How do I pay for VitalCALL?
Do I need a landline or a home phone for VitalCALL’s personal alarm devices?
No. VitalCALL connects via the mobile phone network and no landline or home phone is required for this service.
Does the emergency pendant work if I’m not at home?
Will VitalCALL work if the power is out?
In the event of a power failure, each of our units has a back-up battery to maintain your service until the power supply is restored and the back-up battery will last for up to 48 hours.
What is the range of the Pearl pendants?
Our pendant has an activation range of up to 100m. The ranges of our pendants can differ between houses due to several factors that are outside VitalCALL’s control (such as the construction framework of your home). Actual range in your home will be tested upon installation.
Are VitalCALL’s emergency pendants waterproof?
All of our available pendants are waterproof according to TSANZ PERS 1 & 2 – 2016. All available pendants can be worn in the shower or bath, and we recommend that you wear your pendant at all times.
The puff switch and jelly bean buttons are NOT waterproof and are NOT to be worn in the shower or bath.
What happens if I press the pendant by accident?
If you press your pendant by accident, that’s ok. The alarm will come through to our Emergency Response Centre and will be answered by one of our operators. You’ll just need to let them know that it was an accident. They will close down the call for you. Of course, our operators will be happy to talk to you and know that you’re OK.
Alternatively, you can cancel it by shaking the Advanced Pearl Pendant or by a button on the base unit if you reach the device before the alert is sent out.
How long does it take to get the VitalCALL system professionally installed?
VitalCALL offers a national installation service. Typically, your system will be installed in 3-7 business days once your customer service agreement has been received, depending on location and installer availability.
Who should be there during an installation or demonstration?
It’s very important that the person who will be using the VitalCALL service is there on the day the service is demonstrated and installed. Your representative can show you how to use the equipment and answer any questions you may have. VitalCALL will not install the equipment under any circumstances if the client is not there. It is recommended that a family member, friend, or carer is also at the installation. Having another person helps with the level of understanding of how the equipment works.
What to do when you no longer require vitalCALL?
If VitalCALL service is no longer required, please contact us on 0800 10 20 30 and we will provide you with instructions on how to disconnect and return the VitalCALL at no cost to you.