Frequently Asked Questions

MePACS Personal Alarm Products

How does the MePACS Personal Alarm work?

If a client feels unwell, falls, or has any sort of emergency, they simply press the button on their pendant worn around their neck or wrist.  An alert is then sent to MePACS through a base unit  or mobile alarm via the telephone network.

When MePACS receive an alert, we will contact the client within 2 minutes to assess what type of help is needed.  We speak to the client using voice- to- voice feature of the alarm unit.  This is an important feature for Clients when they are unable to get to the phone.  MePACS can hear and talk to the client through the alarm unit no matter where they are in the home and anywhere there is mobile phone coverage with the Mobile alarm.

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 okay.  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?

Yes, your MePACS home pendant is water resistant, and we recommend that you do wear it in the shower.  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 worn in the shower or bath.

How far does my 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 home pendant is between 50 and 70 metres.  A MePACS Installer will always test the pendant range when it is installed in your home.

If you require the alarm to work when you are out of the home you need the MePACS Mobile alarm which works anywhere there is mobile phone coverage in Australia.

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 base unit to confirm your well-being.

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

Yes.  Up to four pendants can be programmed to one alarm unit.

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

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

What is a key lock? Why do I need one?

A key lock is a small secure metal box, fitted outside your home and used to store your house keys.  The key lock 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 key lock 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 key lock.

MEPACS can provide you with a key lock when your alarm is installed, or we can send one by post. Key locks can also be purchased from your local hardware store.

Can I purchase a MePACS personal alarm at retailers such as Bunnings?

No, you cannot purchase a MePACS personal alarm from Bunnings or any other retailer. You can only purchase a MePACS personal alarm through our sales team by calling 1800 685 329 or by placing an order on our website; https://mepacs.com.au/join-now/

Can I purchase the home personal alarm outright?

Unfortunately not. The base unit is owned and serviced by MePACS, this means we look after the maintenance of it. When the service is no longer required, you just post the unit back to us at the reply-paid address.

Why can't I be given my loved one's key lock code?

Due to our duty of care, MePACS can only disclose the key lock code directly to the user or to emergency services. It is up to the client to decide whether they verbally disclose the key lock code to other individuals of their choice.

Are personal pendant alarms waterproof?

Unfortunately most falls around the home occur in the bath or shower. So, it may be important to you to research which personal alarms are in fact waterproof. The waterproof standard should be IP67, which means that the alarms are waterproof up to 1metre. At MePACS, our home pendant alarms are fully waterproof (IP67), this means they can be worn and still work in wet areas like the shower, bath or pool.

Activating your replacement pendant

When you receive your replacement pendant it is essential that you activate this pendant as soon as you receive it.

Press the coloured button in the centre and hold down for four seconds. The red indicator lights up when the button is pressed, your alarm unit with start beeping to indicate that the signal is being sent.

A MePACS Response Monitor will respond to your signal and call you back through the alarm unit and speak to you in voice to voice mode. Do not pick up your telephone. Just let the Monitor know that you are testing your new Pendant.

If this is a replacement Pendant, please return the old pendant to MePACS in the Reply Paid envelope provided.

When you find your missing Pendant, please return the old Pendant in the Reply Paid envelope and keep the new Pendant that you have just received.

For any questions, please contact the MePACS Help Desk Team on:

Free call (within Victoria only): 1800 451 300.

I ordered a Rubber Casing, how do I place this over my pendant?

If you have been sent a Rubber Casing to place over your MePACS Pendant please follow the below instructions:

Insert the chain through small opening on the end of the rubber casing and pull pendant through so that the LED light can be seen when pendant is pressed.

This could be a little difficult to do so you may need the assistance of a Family member or Friend.

If you have any questions please contact the MePACS Help Desk Team on:

Free call (within Victoria only): 1800 451 300.

How do I transfer my MePACS pendant to a new wrist strap?

Carefully using a fine flat tool such as a screwdriver, lever out the pendant from the neck casing. It is a tight fit so you may need assistance.

The pendant can now be fitted into the wrist strap casing. Press firmly to ensure a tight fit.

If you have any questions please the MePACS Help Desk Team on:

Free call (within Victoria only): 1800 451 300.

 

How do I transfer my MePACS pendant from a wrist strap to a neck casing?

Carefully using a fine flat tool such as a screwdriver, lever out the pendant from the wrist strap. It is a tight fit so you may need assistance.

The pendant can now be fitted into the Neck Casing. Press firmly to ensure a tight fit.

If you have any questions please contact the MePACS Help Desk Team on:

Free call (within Victoria only): 1800 451 300.

How do I attach the external/high gain antenna into my base unit?

If you have been sent an external / high gain antenna for your alarm please follow the below instructions:

Step-by-Step instructions:

  1. Please remove existing aerial and replace with new external / high gain antenna. Now screw in the new antenna to the base station .

2. Before attaching antenna to window frame, please hold up against window and press the “Green Cancel” button to check signal strength, when the number 3 or greater appears you can then remove the red plastic strip from base of antenna and secure to the window.

If you have any questions please contact the MePACS Help Desk Team on:

Free call (within Victoria only): 1800 451 300.

What can a personal alarm be used for?

A personal alarm can be used to signal for help when you are experiencing a medical emergency.

You may live alone or be unable to reach a phone – and when you are in pain or feeling unwell, it is important to access the most appropriate help that you need, as quickly as possible.

With MePACS, one press of a button on our personal alarm will signal for help to our professionally trained, 24/7 emergency response team. We can assess the situation and call for family or Triple 0 on your behalf.

A personal alarm can also be used for falls detection or getting help to you when you’re away from home, with GPS location technology.

What does a MePACS personal alarm look like?
mepacs home and mobile unit

MePACS home and mobile personal alarm units. The home pendants can be worn either on the wrist or on a neck chain.

How do you use a safe personal alarm?

Simply by pressing the button in the middle of the alarm. A button on a MePACS personal alarm is blue, and has 3 small, raised dots so you can feel it quite easily.

The MePACS Service

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.  Ideally, 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 can nominate up to three people.

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 such as police to conduct a welfare check.  MePACS recommends that you ensure you’re covered for ambulance expenses.

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 personal alarm service at any time without penalty.

How much does a safe personal alarm cost?

A safe personal alarm like a MePACS Home Alarm costs $39 per month, which is just over a $1 per day.

For more information on pricing, visit www.mepacs.com.au/personal-alarms.

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 seven to ten business days of requesting the MePACS service, you will have your alarm unit installed.  Installation takes less than one hour. MePACS can arrange urgent installations upon request.  Or you can choose to install the alarm yourself which is then posted out to you.

Technical Questions

What happens to my alarm should I lose power in my home?

MePACS home alarms have a 40-hour battery life without power, by which time most people would have power back on again.

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 alarm unit for a minimum of 40 hours.  MePACS will contact the client if a ‘power failure’ signal is received from the alarm unit.

What’s the impact of 4G and 5G Networks?

The 4G network is a data network.

The introduction of the 5G network is set to have speeds over twenty times faster than 4G and has been developed for high speeds of data transfer designed for video streaming and large downloads. Although currently it does not have as much coverage as the 4G network.

MePACS personal alarms use the 4G network for their voice to voice and data connectivity.

Is a MePACS Personal Alarm safe to use with a Pacemaker?

MePACS products comply with the Australian Standards in relation to Electromagnetic Compatibility (EMC) for devices such as pacemakers.