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VitalCall is Australia’s
leading provider of 24 hours a day, 7 day a week personal emergency response alarms.

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FAQ

How do VitalCall personal alarm systems work?

VitalCall's Personal Emergency Response Service works once we receive an activation from either the pendant or base unit, our response team will try to make voice contact with you.
If we can make voice contact with you, we'll assess your needs and request whatever is appropriate for the situation. Sometimes you might only need a friend or family member to come over. In others, you might require the assistance of emergency services.
If we are not able to make voice contact with you via the response unit, we'll call your home phone twice, just to make sure you didn’t activate the response system without knowing. If we cannot reach you by telephone, emergency services will be called and your nominated emergency contacts notified.
Equipment - Most VitalCall units are connected to the phone line. When the pendant is pressed an outgoing call is made to our response centre.

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 dialing 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.

What is the procedure in an emergency?

In the event that the pendant has been pressed, the VitalCall Response Centre will receive the alarm and ask if help is required.
If the response centre is able to make voice contact with the Client, they will establish what help is required and contact the appropriate person or emergency services.
If the response centre does not make contact with the Client, they will call the Client 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 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 or office. 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, general enquires or to arrange a Lockbox please contact VitalCall on 1300 360 808.

How much does the VitalCall personal alarm device cost?

For a quote on the cost of the VitalCall service, please call VitalCall on 1300 360 808.
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 are a veteran, you may be eligible for funding from the Department of Veteran’s Affairs.
There are no lock-in contracts with VitalCall for residential customers.

How can I get the VitalCall service through DVA?

To get funding for the VitalCall service through DVA, you will need to visit your local Doctor or GP and have a D9199 form completed. This form will be sent to an Occupational Therapist. Once the Occupational Therapist has this form, they will conduct an in home assessment and make their recommendation to the DVA.
The DVA will then approve or reject the offer to receive the service depending on the client’s individual circumstance.
If the client is approved by DVA for the VitalCall service, DVA will notify VitalCall in writing and VitalCall will arrange for a local representative to make an appointment time for the installation with the client.

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, each time the unit is activated, the cost of a local call will show on the client’s phone bill. Any 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 on the day of installation?

On the day of the installation the initial payments can be paid by cheque, money order, credit card or through Direct Debit.

Do I need a landline or a home phone for VitalCall's personal alarm devices?

No. VitalCall connects via the Telstramobile phone network and no landline or home phone is required for this service.

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

No. The VitalCall system will only work in and around the home. Ask our customer service team for the range of our systems.

Will VitalCall work if the power is out?

In the event of a power failure, each of our units have a back-up battery to maintain your service until the power supply is restored. The back-up battery will last for up to 48 hours.

What is the range of the pendants?

Our standard pendants have an activation range of 50m – 100m. Our long range pendant has an activation range of up to 300m. The ranges of our pendants can differ between houses due to several factors that are outside VitalCall's control (such as the contruction framework of your home). Actual range in your home will be tested upon installation.

Are VitalCall's emergency pendants waterproof?

Our MK9 pendants are water resistant according to Australian stanrdars AS4607. Our PRU and ERICA pendants are 100% Waterproof. We recommend that you wear your pendant at all times, even in the bath or shower.

What happens if I press the medical alert necklace pendant by accident?

If you press your pendant by accident, that’s ok. The alarm will come through to our 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.

How long does it take to get the VitalCall home medical alert service installed?

Once we receive your request for a free in home demonstration or installation, your local VitalCall representative will contact you within 2 business days to arrange an appropriate time to meet with you.

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.

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