Frequently Asked Questions

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.

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.

The current MePACS home service is designed to work in and around your home.  The range of the home pendant is between 50 to 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.

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.

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

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.

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.

You can nominate up to three people.

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.

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 ensuring you’re covered for ambulance expenses.

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.

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

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

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.

There is no waiting list for a private alarm service.  Within seven to ten 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.

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.

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 it will not have as much coverage as the 4G network.

MePACS Duress Personal Alarm – Warranty Policy and Process

Policy

The MePACS Duress alarm offers a 12 month warranty on all equipment supplied that is faulty.

If a fault is reported, the Organisation must return the equipment to MePACS using the free post address.

We will, within 3 working days of receiving the faulty equipment, diagnose, repair or replace the equipment to good working order and mail the repaired or replacement equipment back to The Organisation by express post free of charge. If no fault can be found or the issue is due to user error there may be a charge.

The Organisation shall use the equipment in the manner for which it was intended, and in compliance with all applicable laws and regulations.

When damage is caused to the goods by, the elements, failure or fluctuation of electric power, unauthorised use of the equipment, willful abuse or negligent, MePACS obligation to repair or replace equipment free of charge is not included.

Process for reporting a fault

1. Check the trouble shooting section on the website and or welcome book
2. Call 1800 572 177 to report the fault
3. Complete Returns Form and include with the returned equipment
4. Send the equipment back to PO BOX 52, Frankston, 3199 (Allow 5 – 7 working days, depending on where you are located)
5. We will diagnose the issue, repair or replace equipment within 3 working days
6. MePACS will then post the repaired or replaced equipment back to you by express post. (Allow 3 – 4 working days)

Please allow 14 working days from postage of equipment to return.

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/

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.

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.

Some people may refer to these alarms by different names. At MePACS, there is no difference between the two products – they are both the same.

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.

• Elder Mediation Australasian Network – EMAN

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

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.

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

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

Freecall (within Victoria only): 1800 451 300.

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:

Freecall (within Victoria only): 1800 451 300.

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:

Freecall (within Victoria only): 1800 451 300.

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:

Freecall (within Victoria only): 1800 451 300.

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:

Freecall (within Victoria only): 1800 451 300.