Frequently Asked Questions

Over the years we have had many people ask us common questions, so we thought we'd share those and our answers...

Q:

How does the service work?

A:

You can wear a neck or wrist pendant, and in an emergency you simply press the button on the pendant. You will hear the alarm unit dial the Response Centre and within seconds a two-way voice link is open enabling you to speak to our Operators from wherever you are in the home. Our staff will assess the situation and call the most appropriate contact. This may be a neighbour, a family member, a carer, an Ambulance, the Police or the Fire Brigade.

Q:	I live with my husband who is disabled. Can he have a pendant too?
A:	Yes, two Amie pendants can be used with each alarm unit. Each one is separately coded so we know which one of you has raised the alarm.

Q:	How quickly can I have a Tunstall alarm?
A:	From the time of receiving your initial enquiry, Tunstall normally can install your alarm system within 3 days (in metro areas).

Q:	Can I see the system working before signing a service agreement?
A:	Yes, Tunstall provides potential clients with an obligation free demonstration in your home. If the service meets your expectations, the alarm unit can be installed at the same time.

Q:	Will my pendant work in every room in the house?
A:	The range of the radio trigger may vary from house to house. In most cases the pendant will activate the alarm unit within a range of 25-40 metres. The best way to to be sure is to test the range of the pendant when the demonstration takes place so you know exactly.

Q:	What do I do if my Tunstall alarm unit does not work properly?
A:	Tunstall servicing is included in the cost of a rental and monitoring package. If you find that your Tunstall alarm is not working as expected, simply call our Response Centre. In most cases the problem can be resolved over the phone. Where the unit cannot be repaired by phone, we will replace the alarm unit at no cost, usually within 24 hours of receiving your initial call.

Q:	Can I wear my pendant in the shower or the bath?
A:	Yes, in fact we recommend that you do. The Amie pendant is highly water resistant.

Q:	What happens if I activate my alarm by mistake?
A:	Don’t be afraid or embarrassed. There is a cancel button on the alarm unit that you can use but in any case we won’t be annoyed by your call. We are always happy to talk with you and to know that you are safe and well.

Q:	I suffer from epilepsy and cannot press the button while I am suffering an attack, how can I call for help?
A:	Tunstall has developed a unique device that can automatically call the Response Centre if you fall and cannot get up again within 15 seconds. This is called the Fall Detector. You can read more about the Fall Detector and our Falls Management Program in Our Alarms section.

Q:	Does my alarm work if the power is turned off?
A:	Yes, in the event of a power failure, the alarm unit has a back up battery to maintain service until power is restored. Your alarm unit will send an automatic signal to our Response Centre every 4 hours so we can help you to manage the problem. You can expect the battery to last up to 40 hours without electricity.

Q:	My wheelchair is stuck in the doorway, how can you help me?
A:	You need only ask us to contact your nominated carer or other emergency contact. We are committed to helping you solve whatever problem has occurred.

Q:	What happens if the phone in my bedroom is off hook when I press my pendant?
A:	In Australia where an extension phone exists you will need to connect a Mode 3 socket to give your alarm unit priority line to the Response Centre. If you have only one telephone socket in your home the alarm unit will have automatic priority.

Q:	If I move house can I take my alarm?
A:	Yes, you need to notify our Response Centre of your new address and you can take your alarm unit to your new home. Simply press the button and our Operators will talk you through the procedure. It is very simple.

Q:	How will the Ambulance get into my house if I have fallen?
A:	When you agree to have the alarm system installed, we will ask you to provide information about how to access your home. We will ensure that this information is kept confidential and only used when emergency access is required.