Alarm Response Protocol

Intrusion Alarms

The monitoring station will call the premises, allowing the telephone to ring 6 - 7 times. If the call is not answered, they will send the authorities.

If the phone is answered, the operator will ask the person to respond with a name and a pass code. This will be checked against the list of valid pass codes on the account and specific to the person they are speaking to. If the passcode is incorrect or does not match, the authorities will be sent.

If the intrusion alarm is received followed by a CANCEL signal, the monitoring station will call to ask if everything is OK at the premise and will ask for name and passcode. No further action will be taken as the CANCEL is an electronic verification.

Fire Alarms

The monitoring station will call the premises, allowing the telephone to ring 6 - 7 times. If the call is not answered, the monitoring station will send the authorities.

If the phone is answered, the operator will ask if the Fire Department is required-the operator will also ask for the cause of the fire. If there is no reason for the alarm to have gone off, the operator will ask the person on site to check the premise to ensure that everything is OK. If the person on site is not sure, the Fire Department will be sent to ensure the customer’s safety. A passcode is NOT required for Fire Alarms.

Medical Alarms

The monitoring station will call the premise to ask if an ambulance is required.  The operator will also ask for the cause.  If required, an ambulance will be dispatched immediately.

If the phone is not answered, the operator will send the authorities immediately. The operator will continue to call all keyholders to advise so a responsible party can gain access to the premise.

A passcode is NOT required for Medical Alarms.

Panic Alarms

Pushing a button on the keypad, pendant or under the counter activates the panic alarm. In case of a panic alarm, the monitoring station will call the premise. 

If the phone is not answered, or the operator is unable to verify the person on-site within 1 minute, the operator will send the authorities immediately.

The operator will continue to notify a keyholder to attend with the Police Department.  When a keyholder has been contacted, the operator will advise the Police Department of the contact name and ETA.

The Emergency Response Centre will follow-up on all red flagged alarms within 30 minutes.