Faq

Questions we frequently receive at 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?

A monitored service, such as VitalCALL, is staffed by trained operators who monitor incoming alarms 24 hours, 7 days a week. No matter the time or day, a VitalCALL operator will always be available to respond to an emergency call. The operator will be able to speak with you to establish the type of help you require and be able to send the most appropriate help to you.
A non-monitored service operates by having several pre-programmed contact numbers set into the machine. In the event that help is required, the machine will begin dialling through the list of numbers. If one of the contacts is unavailable or their phone is switched off, the machine will dial the next number in the list.

How do emergency services access my house?

On the day of installation, we ask for details on how the emergency services can access your home. This may be through a hidden key outside your home or stored in a Lock Box. This information is noted in our secure monitoring system and is only provided to emergency services following an emergency alarm.
If you do not have a hidden key or Lock Box in place, emergency services may need to force entry into your home to provide assistance.

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 1300 848 252 or view more information on our pricing page.
A one off establishment fee covers the initial set up of your service and your account in our systems.
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.
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.

How can I get the VitalCALL service through DVA?

  1. A referral from a Health Care Professional
  2. A D9199 form completed during an in-home assessment by an Occupational Therapist
  3. Once VitalCALL receives the order, we’ll contact your patient to arrange a suitable time for one of our representatives to visit their home and install their VitalCALL

For more details refer to funding and other assistance.

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. However, costs incurred from emergency services or hospital fees are not covered by VitalCALL and remain your responsibility.

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?

Payments can be made by credit card or through Direct Debit. For convenience VitalCALL offers a direct debit or credit card facility.

For more details view how to pay.

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?

Yes, please visit our mobile solution.

Our in-home range however have a range of 100m from the base unit it is connected to.

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 Australian standards AS4607. 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.

How long does it take to activate my VitalCALL system if self installed?

Once a valid customer service agreement has been received, the equipment and self-installation quick guide will be dispatched within 2 business days. Upon receipt of the equipment, you or a nominated installer must phone VitalCALL to schedule an appointment phone call with VitalCALL’s Emergency Response Centre, to complete the final set up.  Once the appointment is booked, using the self-installation quick guide, you or the nominated installer, will then perform some simple tests in preparation for the final set up call.

Who should be there during an installation?

It’s very important that the person who will be using the VitalCALL service is there on the day the service is 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 1300 848 252 and we will provide you with instructions on how to disconnect and return the VitalCALL at no cost to you.

Is it possible to call a VitalCALL Personal Emergency Device?

VitalCALL does not permit inbound calls to our devices other than for a brief period after an alert has been activated from the client’s unit.

Can anyone connect to a VitalCALL Personal Emergency Device?

No. It is not possible for a random caller to connect to a VitalCALL Personal Emergency Device and communicate with or listen in to the user.

Need help? Give us a call!

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1300 848 252
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