Consumer FAQs
Q1 What is a security system?
Q2 What is an alarm transmission system?
Q3 What is monitoring?
Q4 Is the security system linked to a police station?
Q5 What is the role of a security company and monitoring centre?
Q6 Where is the remote monitoring centre located?
Q7 Can I use a security system even if I have a pet?
Q8 Is the system easy to use?
Q9 When and how do/often should I check my security system?
Q10 What do I do when I contact the monitoring centre operator?
Q11 What is the role of the people listed on my contact/call list?
Q12 How do I update my file and emergency call list?
Q13 Why doesn’t my phone work when my alarm goes off?
Q14 Will my alarm system function in the event of a power outage?
Q15 What do I do if I set off my security system and cause a false alarm?
Q16 Is the information in my file up to date?
Q17 How do I avoid paying a fee for having the Mobile Patrol/Police respond to a false alarm?
Q18 What telephony services are compatible with my security system?
Q19 Is Voice over IP (VoIP) compatible?
Q20 How can I enhance my security system?
Q21 I don’t have a land line at home any more. Can I still keep my security system?
Q22 Can my system send alarms over the Internet?
A security system is a set of components installed to detect and prevent potentially dangerous situations. They are generally made up of detection components, a control module, a keypad, and a siren. Its effectiveness is significantly improved when the system is connected to a monitoring centre. This guarantees a rapid response by the appropriate authorities and thus increases security.
Q2 What is an alarm transmission system?
According to Australian Standard 2201.5:2008 transmission (communication) is not based on the technology used, but rather on different aspects of transmission – including the frequency of connection checks and annual network availability.
Frequency of Connection Table
|
Class |
System to Monitoring Centre |
Monitoring Centre to System |
Annual Availability |
|
Class 1 |
Every 8 Days |
None |
97% |
|
Class 2 |
Every 25 Hours |
None |
98% |
|
Class 3 |
Every 120 Seconds |
120 Second Supervision |
99% |
|
Class 4 |
Every 60 Seconds |
60 Second Polling |
99.7% |
|
Class 5 |
Every 20 Seconds |
20 Second Polling |
99.95% |
To comply with the class:
1. The communications / polling between the Alarm System and the Monitoring Centre must mirror the communications polling of the Monitoring Centre.
2. An ADSL / Broadband router / modem must be battery backed up (UPS) to comply with the annual availability percentage.
Selection of a transmission system is dependent upon the level of risk for your premises.
When a monitored security system is activated, it is connected to a monitoring centre via an Alarm Transmission System (commonly referred to as communication “Path”) such as the phone line. If a detector goes off while the system is activated, the system automatically sends a signal to our monitoring centre via the telephone line. For more information on our Alarm Transmission options, click here.
Q4 Is the security system linked to a police station?
No. The security system is connected to Control Room’s national monitoring centre. Our staff confirms each alarm signal and determines how to respond based on the situation (call premises, contact from call list, mobile patrol, police, fire brigade or ambulance as required).
Q5 What is the role of a security company and remote monitoring centre?
The Security Company takes care of selling, installing, maintaining, and repairing security system components and handles customer service. The monitoring centre operators receive, process and follow up on the various alarm signals received.
Q6 Where is the national monitoring centre located?
Control Room national monitoring centre is located in Toowoomba, Queensland. Our facility boasts state-of-the-art monitoring technology and an extensive network.
Q7 Can I use a security system even if I have a pet?
Yes. Although pets can be a challenge for security systems, particularly if they have free access to protected area or weigh over 40 Kilos, specially adapted motion detectors are available at an additional cost. Control Room Operators will be happy to discuss this option with you.
Yes. The installation technician will explain how the system works upon completing the installation. The system comes with a complete user’s manual a copy of which is available online. In addition, you can always call Control Room any time.
Q9 When and how do/often should I check my security system?
Check your system regularly to avoid being caught off guard in an emergency situation. Test your system once a month to be sure your detectors are functioning and reporting to our Control Room correctly. Every time your system goes off, it sends a signal to the monitoring centre. To avoid unnecessary dispatches, first call the control room and identify yourself with your password or PIN (personal identification number) and tell the operator how long you’ll be testing your system or ask for assistance.
Q10 What do I do when I contact the monitoring centre operator?
1. Give the Surname/Site Name and street address of the protected property
2. Identify yourself using your password or PIN
3. Give your name.
4. Describe the reason for your call or the cause of the alarm.
Q11 What is the role of the people listed on my contact/call list?
When an operator calls a Contact, that person then has the responsibility of deciding the next course of action to be taken, for example the Contact (Key holder) may advise the operator that they will attend the site or, they may request that a Security Officer be despatched or that Police be notified. (Police are not despatched by a monitoring centre but rather the “Police Communications Centre” is notified and Police dispatch is their responsibility). The Contact may require a Security Officer to accompany them whilst on site, in which case an ETA (Estimated Time of Arrival) will be required so that the operator can co-ordinate the Security Officer’s attendance.
When one of the people (Contacts/Key holders) listed on your call list arrives at the site after an alarm goes off, they must first check the outside of the premise before entering the protected site. It is strongly recommended that the Contact be accompanied by someone, preferably a Security Officer or the Police before entering the premises.
For an effective response, contact people should live near the protected location, have keys to the site, an access code to arm and disarm the alarm system, and a password or PIN to identify themselves.
We recommend that you review your call list at least once a year.
Q12 How do I update my file and emergency call list?
Simply call the Control Room monitoring centre, identify yourself with your password or PIN, and indicate the changes you wish to make. You will be asked to verify these changes in writing by fax, email or letter if they are permanent (not temporary).
Q13 Why doesn’t my phone work when my alarm goes off?
When your security system is triggered the phone line may be busy for 20 to 50 seconds (depending on the type of system). The system transmits a signal to our monitoring centre indicating its status.
Q14 Will my alarm system function in the event of a power outage?
Yes. In the event of a power outage, the backup battery will take over for a number of hours. If the battery is low, the system will alert the monitoring centre, who will then notify you of the low battery signal.
Q15 What do I do if I set off my security system and cause a false alarm?
The siren will sound and/or strobe will flash. If you accidentally set off the alarm, stay calm. Enter your code on the keypad, making sure you carefully press each button to deactivate the alarm. Wait approximately one minute and then call the Control Room monitoring centre to notify us (or, call on your cell phone if you have one). If not, an operator will initiate your response procedures.
Q16 Is the information in my file up to date?
It is very important to notify us of any changes that could affect the response by Control Room or operation of your security system. For your security, you should immediately notify Control Room if you:
- Change your home or work phone number
- Make changes to your emergency contact list
- Add a new user (babysitter, housekeeper, roommate, etc)
- Get a pet (which could require a change to special motion detector/s for pets)
You must also inform us of any renovations that could interfere with the operation of your security system. If your telephone service provider needs to work on your phone line, please test your security system after their technician leaves. Please call the monitoring centre to let them know you're testing.
To notify us of a change, call Control Room on 1300 664 890.
Q17 How do I avoid paying a fee for having Mobile Patrol/Police respond to a false alarm?
Some States/Territories now charge fees when police are dispatched to respond to false alarms. By-laws vary from one State/Territory to another. Check with your local Police to find out about current by-laws.
Be sure that all system users have a good understanding of how to operate the system.
Avoid leaving objects in the home that could move or blow about and set off an alarm (balloon etc.).
Pets can be given free reign of the house as long as proper motion detectors are in place to avoid high response fees.
Control Room offers a Mobile Patrol Response Service (available in most areas). When an alarm is triggered, Control Room can despatch a Security Officer to the premise to assess the situation and take the necessary measures to return the situation to normal, if required.
Q18 What transmission (communication) services are compatible with my security system?
Note the brand name and model of your security system and advise this to one of our Control Room operators who will then be able to provide you with the most appropriate transmission solution.
Q19 Is Voice over IP (VoIP) compatible?
Voice over IP? that is, Internet-based phone service? Differs from IP Monitoring and cable telephony or traditional phone services. Often, it does not give priority to security systems, using UDP rather than TCP (Broadcast rather than point to point). Generally, it is not equipped with a back-up system in case of a power outage. In addition, it is not always compatible with the communications “language” used by security systems. We don’t recommend using VoIP with a security system since it does not possess the reliability needed to complement your security system.
Q20 How can I enhance my security system?
Whatever the supplier or technology, no phone service is completely infallible. To protect your system from phone-service malfunctions or breaches in a phone-network cable, we offer a Multipath service, which uses the latest wireless technology. This attractively priced service is offered in two versions – high security and very high security – to answer our customers’ needs. This service requires the purchase and installation of a communication module and is available only in areas served by a wireless network using GSM or GPRS technology.
Q21 I don’t have a land line at home any more. Can I still keep my security system?
The widespread use of mobile or wireless telephony has resulted in a major change, with many consumers deciding not to subscribe to traditional phone service and to use only mobile technology. To serve you better, Control Room national monitoring centre has installed a variety of the latest receiver technologies to enable customers to enjoy complete security without having to rely on a land line. These services require the purchase and installation of a communication module and are available only in areas served by a wireless networks using GSM or GPRS technology.
Q22 Can my system send alarms over the Internet?
Yes, that’s a possibility. However, transmission over Internet requires a special type of installation to ensure appropriate security. This Service utilises TCP IP protocols on a VPN “Virtual Private Network”.