Terms & Conditions
1. Background
These Terms & Conditions, along with the ‘Service Commencement Confirmation’, constitute an Agreement between Peninsula Health ABN 52 892 860 159 trading as MePACS (‘we’, ‘us’); and the client named in the Service Commencement Confirmation (‘you’).
2. Definitions in this Agreement
- Alarm Unit: the alarm unit in use under this Agreement and connected to the System through the Mobile Network.
- Application Process: the process through which you provided information to a MePACS consultant at the time of your request for the MePACS service and includes all the information provided to us as part of your request for services.
- Client: the person who wears the Equipment and receives the MePACS Service.
- Daily Call: the process set out in Clause 5 (a).
- Equipment: an alarm unit and/or device used to activate an alert.
- Fees: has the meaning as outlined in Clause 10.
- Guide: the MePACS Alarm User Guide provided with your Equipment.
- Nominated Contact Person: any contact person(s) you have nominated during the Application Process.
- Premises: the residential address where the Home Alarm is installed, as specified in the Service Commencement Confirmation.
- Service: the 24/7 monitored personal alarm service provided in accordance with this Agreement.
- Service Commencement Confirmation: the service commencement confirmation letter you receive prior to alarm unit installation, detailing the MePACS service you have requested in the Application Process.
- System: the system by which we provide the Service.
3. Operation of the Agreement
This Agreement begins when we issue you a Service Commencement Confirmation and continues until it ends in accordance with these Terms and Conditions and/or our Refund & Returns Policy.
4. Installation
After this Agreement begins, we will provide the requested alarm Equipment, including a User Guide. You must do everything necessary to install the Equipment as soon as practical on delivery.
4.1 Home Alarm
At the time of application, the self-install process will be explained and the requirements clearly outlined, including who is a suitable person to perform the installation.
a) If you have selected the professional installation option, a technician will supply and install the Home Alarm at the Premises and test the Equipment upon installation.
b) If self-install is selected, a booking with the Provisioning team will be scheduled for a suitable time within 4 weeks of the application date. We will post the Home Alarm to the Premises with instructions on how to complete the installation process.
a) If you have selected the professional installation option, a technician will supply and install the Home Alarm at the Premises and test the Equipment upon installation.
b) If self-install is selected, a booking with the Provisioning team will be scheduled for a suitable time within 4 weeks of the application date. We will post the Home Alarm to the Premises with instructions on how to complete the installation process.
4.2 Mobile Alarm or a Solo Connect
Mobile and Solo Connect alarms will be posted out to a location specified by you at time of application with instructions as to how to activate these devices prior to use.
5. Monitoring – what we will do
After the Equipment is installed, we will monitor the Alarm Unit 24 hours a day, every day of the year, during this Agreement.
5.1 Daily Call service
This section applies only if the client has elected to have a Daily Call service. If the daily call button on the Alarm Unit has not been activated between 6—11am on any given day, we will attempt to contact you.
If we speak to you, we will check on your welfare, including why the daily call button was not activated and determine what, if any, assistance is required.
If we do not speak to you, we will attempt to contact each of your Nominated Contacts. If we do not succeed in speaking to a Nominated Contact before 4 pm, we will request the emergency services to undertake a welfare check on you at the Premises.
We may do anything else we consider reasonably necessary if the daily call button on the Alarm Unit has not been activated as expected between 6—11am on any given day.
If we speak to you, we will check on your welfare, including why the daily call button was not activated and determine what, if any, assistance is required.
If we do not speak to you, we will attempt to contact each of your Nominated Contacts. If we do not succeed in speaking to a Nominated Contact before 4 pm, we will request the emergency services to undertake a welfare check on you at the Premises.
We may do anything else we consider reasonably necessary if the daily call button on the Alarm Unit has not been activated as expected between 6—11am on any given day.
5.2 When the Alarm Unit is activated
If the Alarm Unit is activated, we will attempt to speak to you through the Alarm Unit, and determine what, if any, assistance is required. We will then arrange appropriate assistance for you and stay in touch until help arrives.If we do not receive a response from you, we will attempt to make contact with your Nominated Contacts until:
a) we contact a Nominated Contact Person; or
b) all attempts to contact the Nominated Contact Persons have failed.If we do not succeed in contacting a Nominated Contact Person, we will call emergency services to attend at the Premises. We may do anything else we consider reasonably necessary if the Alarm Unit is activated.
a) we contact a Nominated Contact Person; or
b) all attempts to contact the Nominated Contact Persons have failed.If we do not succeed in contacting a Nominated Contact Person, we will call emergency services to attend at the Premises. We may do anything else we consider reasonably necessary if the Alarm Unit is activated.
6. Using your MePACS Alarm Equipment
6.1 Home Alarm
When you are at home, you must always wear your pendant. If you are at home and need assistance, press the pendant.
6.2 Mobile Alarm
When you are out of the house you should take your Mobile Alarm with you.
If you are out and need assistance, please press the help button on the mobile alarm. Please wear the mobile alarm on your person – i.e. around your neck, clipped to your pants or in a pocket – rather than placing it in a bag where you cannot reach it or it can be accidentally activated.
If the mobile alarm is activated, the MePACS emergency response team will ask you to confirm your location.If we are concerned about your welfare and have not been able to contact you by any other means, we may need to dial into the alarm to check on you.
We will not provide your location to anyone except emergency services.The MePACS Mobile Alarm relies on the 4G Network. In some areas where there is no coverage the Alarm will not work.
If the MePACS Mobile Alarm does not have coverage in your area, you have a 6-week return period subject to the MePACS Refund & Returns Policy.
If you are out and need assistance, please press the help button on the mobile alarm. Please wear the mobile alarm on your person – i.e. around your neck, clipped to your pants or in a pocket – rather than placing it in a bag where you cannot reach it or it can be accidentally activated.
If the mobile alarm is activated, the MePACS emergency response team will ask you to confirm your location.If we are concerned about your welfare and have not been able to contact you by any other means, we may need to dial into the alarm to check on you.
We will not provide your location to anyone except emergency services.The MePACS Mobile Alarm relies on the 4G Network. In some areas where there is no coverage the Alarm will not work.
If the MePACS Mobile Alarm does not have coverage in your area, you have a 6-week return period subject to the MePACS Refund & Returns Policy.
6.3 Solo Connect
The Solo Connect can be worn at home and when out of the house. If you need assistance, please tap the alert icon on the watch face.
If the Solo Connect alarm is activated, the MePACS emergency response team will ask you to confirm your location.If we are concerned about your welfare and have not been able to contact you by any other means, we may need to dial into the alarm to check on you.
We will not provide your location to anyone except emergency services.The MePACS Solo Connect relies on the 4G Network. In some areas where there is no coverage, the Alarm will not work.
If the MePACS Solo Connect does not have coverage in your area, you have a 14-day return period subject to the MePACS Refund & Returns Policy.
If the Solo Connect alarm is activated, the MePACS emergency response team will ask you to confirm your location.If we are concerned about your welfare and have not been able to contact you by any other means, we may need to dial into the alarm to check on you.
We will not provide your location to anyone except emergency services.The MePACS Solo Connect relies on the 4G Network. In some areas where there is no coverage, the Alarm will not work.
If the MePACS Solo Connect does not have coverage in your area, you have a 14-day return period subject to the MePACS Refund & Returns Policy.
6. Using your MePACS Alarm Equipment
The Home Alarm Equipment remains the property of MePACS at all times. The Mobile Alarm and Solo watch are purchased outright and owned by the Client.
You must:
a) take reasonable care of the Equipment
b) tell us immediately if the Equipment (or any part of it) is lost, stolen or damaged, and
c) ensure that the Equipment is not repaired, removed or otherwise interfered with unless we give our permission.
We may, at our discretion, charge you for replacing Equipment that is lost, stolen or wilfully damaged, or for unreturned Home Alarm Equipment, when this agreement is cancelled.
You must:
a) take reasonable care of the Equipment
b) tell us immediately if the Equipment (or any part of it) is lost, stolen or damaged, and
c) ensure that the Equipment is not repaired, removed or otherwise interfered with unless we give our permission.
We may, at our discretion, charge you for replacing Equipment that is lost, stolen or wilfully damaged, or for unreturned Home Alarm Equipment, when this agreement is cancelled.
7.1 Maintenance of the Equipment
You must inform us immediately if the Home Alarm Equipment requires repair. If this is required, we may arrange for a technician to attend at the Premises to repair the Home Alarm Equipment.
We will endeavour to have major repairs completed within one working day and minor repairs within three working days.
You must pay for the costs associated with repairs other than those required due to normal use of the Equipment. If any of your Devices require repair, please contact our Technical Support team.
We will endeavour to have major repairs completed within one working day and minor repairs within three working days.
You must pay for the costs associated with repairs other than those required due to normal use of the Equipment. If any of your Devices require repair, please contact our Technical Support team.
8. Other requirements
In addition to the other things you must do under this Agreement, you must:
a) ensure that we (and any person we nominate) have access to the Premises for the purposes of alarm installation or repair if we give you reasonable notice b) use the Service in accordance with the Guide
c) perform all Equipment tests as set out in the Guide
d) tell us as soon as possible if any of the information collected during the application process changes; including nominated contact details, personal information such as your address, account or medical details
e) give us any information we reasonably require concerning the Equipment or your suitability to use the Service
f) carry out any works necessary for installation of the Equipment, and
g) pay any fees incurred for attendance of an ambulance or other emergency service at your premises.
a) ensure that we (and any person we nominate) have access to the Premises for the purposes of alarm installation or repair if we give you reasonable notice b) use the Service in accordance with the Guide
c) perform all Equipment tests as set out in the Guide
d) tell us as soon as possible if any of the information collected during the application process changes; including nominated contact details, personal information such as your address, account or medical details
e) give us any information we reasonably require concerning the Equipment or your suitability to use the Service
f) carry out any works necessary for installation of the Equipment, and
g) pay any fees incurred for attendance of an ambulance or other emergency service at your premises.
9. Fees
The Fees you must pay under this Agreement are specified in Service Commencement Confirmation and elsewhere in these Terms & Conditions. The Fees payable may include:
a) installation
b) monthly monitoring (payable in advance)
c) daily call fee (if applicable)
d) unreturned home alarm fee when this Agreement is cancelled; and
e) any other fee, payment or cost referred to in the Service Commencement Confirmation or elsewhere in these Terms and Conditions.
We may change the Fees for monthly monitoring by giving you one month’s notice of the change.
a) installation
b) monthly monitoring (payable in advance)
c) daily call fee (if applicable)
d) unreturned home alarm fee when this Agreement is cancelled; and
e) any other fee, payment or cost referred to in the Service Commencement Confirmation or elsewhere in these Terms and Conditions.
We may change the Fees for monthly monitoring by giving you one month’s notice of the change.
9.1 Payment of fees
You must pay the Fees (including applicable GST):
a) on the day specified in the Service Commencement Confirmation, or
b) if no day is specified in the Service Commencement Confirmation, within 30 days after receiving an invoice from us.
a) on the day specified in the Service Commencement Confirmation, or
b) if no day is specified in the Service Commencement Confirmation, within 30 days after receiving an invoice from us.
9.2 Final payment
After this Agreement ends, we:
a) deduct any outstanding amounts payable under this Agreement from Fees already paid, and
b) refund any remaining amount from monthly monitoring fees paid for the period after this Agreement ends.
a) deduct any outstanding amounts payable under this Agreement from Fees already paid, and
b) refund any remaining amount from monthly monitoring fees paid for the period after this Agreement ends.
10. Ending this Agreement
10.1 We can end this Agreement:
a) by giving you one month’s notice at any time
b) immediately by notice if you do not pay a Fee when due
c) immediately by notice if you fail to do anything else required by this Agreement and do not do it within 14 days after we ask you to, or
d) immediately by notice if your use of the Service interferes in any way with our ability to provide a personal monitoring service to others.
b) immediately by notice if you do not pay a Fee when due
c) immediately by notice if you fail to do anything else required by this Agreement and do not do it within 14 days after we ask you to, or
d) immediately by notice if your use of the Service interferes in any way with our ability to provide a personal monitoring service to others.
10.2 You can end this Agreement
a) by giving us one month’s notice at any time, or
b) immediately by notice if we fail to do anything required by this agreement and do not do it within 14 days after you ask us to.
b) immediately by notice if we fail to do anything required by this agreement and do not do it within 14 days after you ask us to.
10.3 Return of the Equipment
When this Agreement ends, you must return the Home Alarm Equipment within seven days. If you do not return the Home Equipment within seven days, you become liable immediately for our costs in replacing that Equipment.
11. Liability
We are not liable for:
a) the acts or omissions of a Nominated Contact Person, ambulance, police or other emergency service
b) the operation or failure of the mobile network. You release us from all liability arising from such a cause. If something happens that is beyond our reasonable control and, as a result, we cannot comply with our obligations under this Agreement; we are not liable for failing to comply with those obligations.
a) the acts or omissions of a Nominated Contact Person, ambulance, police or other emergency service
b) the operation or failure of the mobile network. You release us from all liability arising from such a cause. If something happens that is beyond our reasonable control and, as a result, we cannot comply with our obligations under this Agreement; we are not liable for failing to comply with those obligations.
12. Contact details
We may contact you at your address as specified in the Service Commencement Confirmation or via email if an email address is provided.
You may contact us:
You may contact us:
- By phone: Free call 1800 451 300
- By mail: PO Box 52, Frankston VIC 3199
- By fax: 03 9788 1852
- By email: mepacs@mepacs.com.au
- Online: Contact us
