Frequently Asked Questions

General Service FAQs

Why choose INS over any other Personal Response system provider?

All calls are answered by qualified nurses and other healthcare professionals. This is exclusive to INS. We exceed Australian Standards for medical monitoring … indeed we work under the higher standards required and expected of us as registered health care providers.

Who gets notified in an emergency?

In an emergency, we’ll follow the village protocols (for village residents), and summon Emergency Services (police, fire brigade, or ambulance) depending on the situation. With your permission, we’ll call the nominated Emergency contacts provided on your Client Information Form, and/or the Village Manager, if you’re a village resident.

How will I learn to use the alarm system?

Upon installation by INS, our technician will carefully explain how the device works. If self-installed, INS will include supporting documentation in the Welcome Pack to assist you throughout the installation process. Every client receives a User Guide which outlines the functionality of the device. Should you require further assistance at any time, simply press the HELP button (either on your wrist or pendant transmitter, or on the device itself) and you’ll be connected to our nurses who can answer any questions you may have. Alternatively, you can call us on 1800 636 226 at any time.

How can I be sure the system is working?

We encourage you to test your system just to ensure that everything is working fine. We recommend this be done at least monthly. Testing involves simply pressing the HELP button (preferably on your wrist or pendant transmitter). When the nurse answers, just advise them that you are testing. If at any time you feel there may be a problem with your system, simply call 1800 636 226 and speak to our friendly nurses for assistance.

If I'm not near the phone when I press the pendant, can I still be heard?

If you are in another room, the alarm should still work. On installation, our technicians perform a range test to ensure the system works from every room. If self-installed, INS recommends you test the system by following the instructions included in the Welcome Pack. This will help you to identify any potential limitations. If you have the LifeGuard SmartHome IP Dialler, you can also add the SmartHome Mate into any room to extend the range. The SmartHome Mate can be voice-activated and act as a talking call-point. We recommend regular testing as coverage can change over time.

What is the range of the wrist or pendant transmitter?

All transmitters are manufactured to comply with Australian Standards AS 4607. This includes a range of up to 50 metres in open space (depending on the type of transmitter). The actual range of the pendant should be tested in the home to confirm coverage area. Please note that range is subject to a number of factors including the type of building materials used in your home and environmental factors. We can also supply options to extend the transmitter range to larger areas around homes.

Will my transmitter work when I'm outside my home?

INS does not perform any testing of the transmitter outside the home. As such, we cannot guarantee they will work outside and recommend they be used inside the home only. However, we do offer range extenders that can boost the coverage, and mobile alarm systems that can be used outside or when you’re away from home.

Can I wear my pendant in the shower?

Yes! The standard pendant or wrist transmitter is water resistant.

Will my pendant interfere with my pacemaker if I wear it around my neck?

No. The pendant has been tested in accordance with AS/NZS 61000.6.3 standard 2008 for EMC (Electromagnetic compatibility) and has been certified as compliant.

How will emergency personnel get into the home?

We recommend a security key holder be installed. Our TeleHealth Nurse will provide the code to emergency personnel if they are called. If you don’t have a security key holder, one of your nominated contacts should have a key to your home and live close enough to meet emergency services at your door in an emergency.

What happens if the electricity goes out?

Our units have a battery back-up that will operate the unit in the event of a power outage. When the power is restored, the battery automatically recharges and is then ready for any additional power outages. INS recommends you keep the unit plugged in at all times to ensure the battery is always fully charged. That way, if there is a power outage, the battery will last for up to 38 hours.

What happens if I fall over at night?

Just press your HELP button – our call centre is staffed by qualified nurses and other healthcare professionals 24 hours a day, seven days a week.

What will happen if I accidentally press my pendant and send an alarm?

You can press the cancel button on the device. If you have the SmartHome IP Dialler, the cancel button appears on the touch screen once you have activated an alarm, either from the base unit or the pendant.

Should you not cancel the alarm in time, it will send the alarm and a nurse at INS LifeGuard will respond.  Simply advise the nurse that it was activated accidentally and that no assistance is required. This can then be treated as a test alarm, thus confirming that your device and pendant are working correctly.

Can I set up the unit for my loved one, or does it have to be professionally installed?

Our units are quite easy to install, and full instructions are provided, so you can save money by installing it yourself. If you prefer, we can send a technician to install the unit.

What if I wish to move the unit within my residence?

INS recommends not moving your device, as diagnostic tests were performed during installation to ensure the best network connectivity in its present location. If you must move your device, we ask that afterwards you perform a test from your wrist or pendant transmitter to ensure the alarms are still received by our call centre. Please advise the nurse you have moved the unit and are testing it.

What if I move to a new address?

We can transfer your system to your new address. Just give us as much notice as possible so we can update your file with the new information. Then simply connect the system at the new address, and press the HELP button to test the unit. Our nurses will respond and confirm that everything is working properly.

Where is the response centre located?

Our Emergency Response Centres are located in New South Wales, Australia, and Auckland, New Zealand. They operate 24/7, including all public holidays – so we’re always available when you need assistance.

How much does it cost?

There is a one-off establishment fee to install your INS equipment and establish the monitoring service, but it can be reduced if you’re able to self-install (it’s easy and we provide instructions). An ongoing monitoring fee provides 24/7 access to the experienced TeleHealth Nurses in our Emergency Response Centre, as well as our chat line / medical info line. Various plans are available – you can pay quarterly, half-yearly or yearly. Please call 1800 636 226 for more information – our operators would be happy to discuss the fees with you.

There are no hidden costs, no long-term contracts, and you may discontinue the service at any time. And unlike other providers, once you are with INS, all calls made to INS LifeGuard from the alarm system are free!

DVA Beneficiaries or residents of South Australia may be eligible to receive their Personal Response System at no cost. Call us on 1800 636 226 to learn more.

Can I have the monthly payment charged to my credit card?

Yes. Credit card payments can easily be set up when your service is started.

Will activating my INS alarm system mean higher phone bills?

No. In fact, our newest alarm systems do not use any telephone line. They work via a SIM card over the mobile network.

SmartHome IP Dialler FAQs

Does the IPD meet Australian Standards?

YES! The LifeGuard SmartHome IP Dialler has been tested and certified to comply with AS 4607:1999.

Can I connect my device to the nbn™?

Yes, the IPD can be connected to the nbn™ via Ethernet or WiFi. If connected this way, the SIM card will function as a back-up in the event the nbn connection is not working for any reason.

What is the function of the handset on the IPD?

The handset is included for those clients who choose to take up the optional INS Telephone Service. As the device is not connected to a standard phone line, the handset can only be used as a telephone with this optional service in place.

How do I read notifications received on my device?

Notifications can be sent by INS LifeGuard if there is information we feel you should be aware of, or as a result of tasks and reminders that you’ve asked us to set up for you. They can also be sent by Village Management if you are a village resident.

The bottom centre of the screen displays the number of unread notifications, if any, in a red box. If there are no new notifications, it will display 0 in a white box. Simply tap that to view your notification history. The list of notifications will be displayed on the left side of the screen and you can identify any that have not been read yet. Tap on any notification to display the full message on the right side of the screen so you can read it.

Can I increase the size of the text on my device?

Unfortunately no, there is currently no way to change the text size programmed into the system.

Can I change the times for the Night Time Window when the screen is dimmed?

Yes. The screen on the LifeGuard SmartHome IPD will turn off between the hours of 9 PM to 6 AM. This is simply so the light from the screen doesn’t disturb you in the evening. The screen will automatically wake if you trigger an alarm. If you would like to change the hours of the Night Time Window, simply contact INS on 1800 636 226 and our staff can adjust that for you.

Please note that the Night Time Window does not affect the SmartHome IPD emergency functions. The alarm system will still work when the screen is dimmed.

There's a message on my device that reads "No Subscription" – what does that mean and how do I remove it?

This notification appears on the IPD screen if one of the four coloured boxes on the right of the screen are touched (My Home, My Health, My Lifestyle, or My Phone) and you have not subscribed to these services. Please be assured this message does not mean that your alarm system is not working properly.

To dismiss this notification, simply press OK on the screen and the message will disappear. If you are unable to dismiss the message, simply press your HELP button or call 1800 636 226 for assistance.

Village Management FAQs

What is the process followed when responding to alarms from our residents?

INS has developed a diagram that outlines the entire process, including how we comply with Australian Standard AS4607, which governs Personal Response Systems. You can view or download this diagram by clicking the link below.

How do I update resident details held by INS?

If your village has our newest LifeGuard SmartHome IP Diallers, you can request access to the LifeGuard Manager’s Portal. This innovative, secure web portal allows you to update your residents’ details (with their permission), as well as run reports, broadcast information, and much more. It also allows you to provide TeleHealth services to your residents. To request access to this portal, simply send us an email.

We also offer the LifeGuard Client Portal, which your residents can request access to for no charge. This empowers them to update their own information at any time.

How do I move a device from one unit or villa to another within the same village?

Please contact INS prior to moving the device. INS must be advised of both the old and new address so we can update the information in our system to ensure everything works properly.

All IPD devices are pre-programmed to an individual unit, villa or apartment with a specific ID code, and they cannot be moved to another residence without first informing INS.

If I require a replacement device, how long will it take to receive it?

Depending on your location, the replacement device will be posted via either Australia Post or a contracted courier. The standard time frame is 14 business days from your initial request. Please Note: Once dispatched, INS does not have any control over these delivery services. If you do not receive your order within this time frame, please contact INS on 1800 636 226 and a customer service officer will investigate and get back to you.

What items are included with the replacement device?

It depends on the reason for the replacement. For a new IPD base unit, you will only receive the base unit itself as a replacement. The cords, antenna and wrist or pendant transmitter from the old device will need to be used for the new device when it arrives.

The old base unit will then need to be sent back to INS using our reply paid address:  INS LifeGuard, Reply Paid, PO Box 485, Unanderra NSW 2526 AUSTRALIA. If the old device is not received by INS within 14 days of receipt of the new device, then an invoice will be generated and you will be billed for the full cost of the new device.

Where will I find Terms & Conditions as well as Warranty information?

Our Terms & Conditions can be found here. The warranty can be found in the back of the User Guide for your particular device.

Mobile Alarm System FAQs

How do you locate someone using a mobile alarm?

Built-in GPS locators ensure we’ll be able to speak to you, locate you, and send assistance – even if you’re not able to respond. For self-monitored mobile alarms, you can use the GPS function to locate the user and track where they’ve been, which can be very useful if you’re having trouble contacting them, or for those who have dementia and may wander.

What platform is your LifeGuard mobile application available for?

You can download the LifeGuard Mobile app to your existing, compatible smart phone. You’ll need an Android phone (version 4.4 or higher) and a minimum 5″ screen.

How does the mobile LifeGuard SmartTracker work?

It works using the same cellular technology as a mobile phone, but without the complicated features. The user can simply press a button to send an alarm. It also functions as a fall detector, has a docking station for easy charging, and is waterproof IPX6, so it can be safely worn in the shower.

How much do the mobile alarm systems cost?

Please call 1800 636 226 for more information – our operators would be happy to discuss the cost with you.

Click here for more information on our mobile alarm systems, or you can view or downloading the flyer via the link below.

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