1800 451 300

Frequently Asked Questions

If you have a specific question that is not answered below please contact us online, or phone MePACS on 1800 685 329

How does MePACS work?

If a client feels unwell, falls, or has any sort of emergency, if are they are at home simply press the button on their light weight pendant worn around their neck or wrist or if they are out of the house they can press the mobile alarm. An alert is then sent to MePACS through the mobile phone network.

When MePACS receive an alert, we will phone the client to assess what type of help is needed. We speak to the client using  voice- to- voice on the home or mobile alarm. This is an important feature for Clients when they are unable to get to the phone.

In addition to this service, some clients choose to receive a daily wellbeing check. Clients using this service press a button on the alarm unit daily between 6am and 11am to let MePACS know they are ok. If MePACS have not received a daily signal from the client before 11am, we will confirm the wellbeing of the client by calling them or their nominated Contact. If MePACS are unable to confirm the client’s wellbeing, we will contact emergency services to conduct a home welfare check.

Can I wear my pendant in the shower?

Your MePACS home pendant is water resistant and we recommend that you do wear it in the shower. Home pendants can also be worn in the bath and swimming pool.  However, if you have a Mobile alarm this is not waterproof and should not be used in the shower or bath.

How far does my home pendant work from the alarm base unit?

The current MePACS home service is designed to work in and around your home. The range of the pendant is between 50 to 70 metres. When this is installed we will always test the pendant range.

A repeater to extend the range to approximately 120 metres may be installed and would require its own power supply. Additional costs may apply.

If you would like the MePACS Service when you are away from the home you can also purchase a MePACS Mobile Alarm to compliment your home alarm.  This works when you are out and about shopping, walking, visiting friends and family and you can even take it on holiday in Australia.  You need to have a MePACS home service with the mobile alarm.

Where can I use my MePACS Mobile Alarm?

The MePACS mobile alarm relies on the Telstra Mobile Phone Network, which has extensive coverage in Australia, however in some areas where there is no coverage like underground car parks, mountainous and rural areas, there may be black spots and the MePACS  Mobile alarm will not work.  The GPS locator works off the GPS network and is accurate within a 10 metre radius outside. 

What happens if I accidentally press the pendant?

Do not be concerned. If you accidentally press your pendant, the MePACS response team will always contact you through the alarm unit to confirm your wellbeing.

Can two people have a pendant with only one alarm base unit?

Yes. Up to four pendants can be programmed to one home alarm unit. You can also share the Mobile alarm with your partner.

What should I do if there is a fault or technical issue with my MePACS equipment?

You should test your pendant, base unit and mobile alarm once a month by pressing the help button.  If you have a fault or technical issue with your MePACS equipment please call us on 1800 451 300.

What happens if there is a power outage?

In the event of a power failure, your alarm will still work. The alarm unit has a battery back-up which is designed to provide power to the home alarm unit for a minimum of 40 hours. The MePACS Mobile alarm will hold charge for 12 - 15 hours and needs to be put on charge each night. MePACS will contact the client if a ‘power failure’ signal is received from the alarm units.

Who can be a nominated contact person?

A nominated contact person should be someone who is well known to you such as a family member, friend or trusted neighbour. Your contact person will need a key to your home. Nominated contacts should live no more than 30 minutes from your home and are available to assist you. MePACS may call your nominated contact to check on your welfare during the day or night.

How many nominated contact people do I need to have?

You need a minimum of two nominated contacts or one as long as you have a key safe box.

Can I list other people who I would like to be contacted in the event of an emergency?

Yes. In addition to your nominated contacts, you can list other people who may receive information about you, such as your next of kin. Contacts listed to receive ‘information only’ can be contacted if you are ever transported to hospital or other emergency event.

What if my contacts are unavailable?

If MePACS are unable to get in touch with one of your contacts, we will contact emergency services. MePACS recommends ensuring you’re covered for ambulance expenses.

Service costs and subscription options

Do I have to pay for the telephone calls from the alarm unit?

No. There are no additional call charges for using the MePACS service. All calls from the alarm unit are covered by the monthly service fee.

Is there any minimum term contract or can the service be cancelled at any time?

No. There are no locked-in contracts. Clients can cancel the MePACS service at any time without penalty.

Can I have an alarm if I only have a mobile phone service?

Yes you can. The alarm unit can operate via the mobile network in your area.

Is financial assistance available?

You may be eligible for financial assistance through the Victorian Government Department of Health and Human Services- Personal Alert Victoria (PAV) program. MePACS can provide you with information about how to apply for a funded service.

How soon can the MePACS alarm unit be installed so I can start using my pendant?

There is no waiting list for a private alarm service. Within five to seven days of requesting the MePACS service, you will have your alarm unit installed or posted to you (if you have chosen the Self Installation option). Installation takes less than one hour. 

Currently, there is a waiting list for the Personal Alert Victoria (PAV) alarm service, which is a government funded service.

What is a keylock? Why do I need one?

A keylock is a small secure metal box, fitted outside your home and used to store your house keys. The keylock requires a four-digit access code which will be recorded by MePACS. If emergency services are called to your home, they will be provided with the details of the keylock device.

If your nominated contact does not have a key to your home, it is recommended that you provide them with the code to the keylock.

MEPACS can provide you with a keylock when your alarm is installed or we can send one by post. Keylocks can also be purchased from your local hardware store.

What our customers say

Since having the MePACS mobile duress alarm, it has given me additional confidence & reassurance knowing if a situation was to arise when I am out in the field, assistance is only a touch of a button away. The device is lightweight and doesn’t hinder me in my day to day activities at work.

Sharon – Community Occupational Therapist Read more


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