Frequently Asked Questions

Home Alarm

Does the Home Alarm work outside the house?

The Home Alarm is designed to work within the home, however depending on the size of your house, you may also have coverage in your back and front yard. The base unit has a range of 50-70 meters.

During the installation process, MePACS will test the strength of the signal around your home and let you know how far from the base unit your alarm will work.

For coverage further away from your home we recommend the MePACS Mobile Alarm. It works on the 4G mobile network and you can take it with you anywhere in Australia. It can be purchased as bundle with the Home Alarm.

Can I wear my pendant in the shower?

The MePACS Home Alarm pendant is completely water resistant (IP67 rating), and you can wear it in the shower, bath or swimming pool.

In fact, we highly recommend that you wear it in the shower because slippery surfaces can sometime lead to falls.

Can you have two pendants with only one base unit?

Yes you can. We can actually connect up to four pendants to one Home Alarm base unit.

Do I need a landline phone for the Home Alarm?

No, a landline phone is not required for the Home Alarm system.
We do however recommend that you have a phone (mobile or landline) in case we cannot contact you through the alarm in an emergency.

Do I need the internet or the NBN for the alarm to work?

The Home Alarm system does not require the internet or the NBN. The alarm is connected to MePACS via the 4G mobile network in your area.

What is the Daily Call service?

The Daily Call is a check-in service for your wellbeing and peace of mind.
The process is very simple:

  • Press the Red ‘Call’ button on the base unit between 6-11am every day.
  • MePACS will reply through the base unit and confirm that your daily call has been registered.

If you forget to do the daily call, MePACS will try to contact you after 11am to make sure that you are okay. If we cannot get in touch with you, we will contact your nominated contacts to check in on you. If your nominated contacts are not available, we will send emergency services to conduct a welfare check on you.


What happens if there's a power outage at my house?

The base unit has backup battery that will last at least 38 hours, so your Home Alarm will continue to work even if the power goes out.

If your power goes out, MePACS will receive a signal from your alarm and will call to confirm that you are okay.

What happens if I lose my pendant?

If you lose your pendant, please press the ‘Call’ button on the base unit to let MePACS know. We will organise a replacement pendant to be sent to you.

Once you receive your replacement pendant, you must test it by pressing the blue button for 4 seconds. You should see a small Red light on the pendant and hear beeping.

MePACS will then respond and talk to you through the base unit. Just let the Monitor know that you are testing your new pendant.

If you find your lost Pendant, please contact our Help Desk Team on 1800 451 300, and they will arrange for it to be returned.

How do I know if the battery in my pendant needs to be replaced?

The battery in your pendant should last 2-3 years. Because the pendant is waterproof, the battery cannot be replaced.

If the battery is running low, MePACS will receive a Low Battery signal, and arrange for a replacement pendant to be sent to you.

Once you receive your new pendant, you must test it by pressing the blue button for 4 seconds. You should see a small Red light on the pendant and hear beeping.

MePACS will then respond and talk to you through the base unit. Just let the Monitor know that you are testing your new pendant.

How do I transfer my pendant to the 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 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 it firmly in to ensure a tight fit.

If you have any questions, please contact the MePACS Help Desk Team on 1800 451 300.

How do I attach the external/high gain antenna into the 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 our Help Desk Team on 1800 451 300.

Can I get a new chain for my pendant?

To avoid it being a choking hazard, the chain on the pendant is designed to break quite easily. If the chain on your pendant has broken, MePACS will provide you with a new chain free of charge.

Please contact our Help Desk on 1800 451 300 to request a new chain. 

Can I move the base unit to a different location in my house?

Please do not move the base unit by yourself, as it may not work properly.

If you’d like to move the base unit to a different location in your house, please call our Help Desk team on 1800 451 300, and they will assist you with relocating the unit.


Can I take my alarm with me if I move house?

Yes you can. MePACS operates throughout Australia so you can take your alarm with you when you move. 

Before you move, please contact us on 1800 451 300 to let us know your new address and to arrange the installation in the new house. 

I'm going away and can't do the Daily Call

If you’re not going to be at home for a period of time and will not be able to complete you Daily Call, please contact MePACS a few days in advance to let us know. Once you provide the dates you’ll be away, we will place the alarm on standby for those days.

If you are not sure when you’ll be back home, we can place the alarm on standby until you let us know that you’re back home.

When you return home, please press the button on your pendant to let us know that you are safely home again.


Can I change the time of the Daily Call reminder?

Yes, you can. Please call us on 1800 451 300 and let us know your preferred time (must be between 6-11am). Our tech team will then change it for you remotely.

Please allow 2-5 business days for the new reminder time to take effect.

Do I need to upgrade my Home Alarm to 4G?

Clients who have a 3G Home Alarm will need to have their alarm upgraded to the 4G Home Alarm before June 2024. The upgrade is done by MePACS technicians and is free of charge.

If your alarm needs to be upgraded, you will be contacted by a MePACS technician to arrange a suitable time for the upgrade. Until then, your alarm will continue to work as normal, so please do not move or disconnect your alarm.

Only clients who need the upgrade will be contacted.

More information on the 4G upgrade →

Mobile Alarm

Does the Mobile Alarm work everywhere?

The Mobile Alarm works on the 4G mobile phone network. It works anywhere in Australia where there’s good mobile phone coverage.

In areas where there is no mobile reception, like black spots, underground car parks, mountainous and rural areas, the alarm will not be able to connect to the MePACS response centre.

Do I need a mobile phone to use the Mobile Alarm?

The Mobile Alarm has a built-in SIM card, so it doesn’t require you to have a mobile phone. In an emergency, you can talk to MePACS directly through the alarm.

Can I purchase the Mobile Alarm on its own?

To ensure your safety both at home or away, the Mobile Alarm is only available as a bundle with the MePACS Home Alarm. It cannot be purchased on its own.

We recommend using the Mobile Alarm whenever you leave the house, even for short periods. When you’re at home, place the Mobile Alarm on charge and wear the Home Alarm pendant.

Is the Mobile Alarm waterproof?

The mobile alarm is rain proof and splash resistant, but it is not completely waterproof.
Please do not use the Mobile Alarm in the shower, bath, or submerge it in water.

I pressed the help button but MePACS is not answering

The Mobile Alarm relies on the 4G mobile phone network. In some areas where there’s limited or no reception, the alarm will not work.

If the orange light on the alarm is flashing, it means that there’s no mobile reception and the alarm cannot connect to MePACS.
Try moving to a different spot or near a window. The alarm will automatically connect as soon as it picks up a signal.

If there are no lights on the alarm it means it has gone flat and needs to be recharged. Place the alarm in the charging unit provided. A solid green light indicates the alarm is charging. A flashing green light means that alarm is fully charged.


Do I have to upgrade my 3G Mobile alarm?

The 3G mobile network is being phased out by the network providers (like Telstra and Optus) and will be completely shut off in June 2024.

If you choose not to upgrade your 3G mobile alarm to the newer 4G device, it will no longer work after June 2024.

More information on the 4G upgrade →

Solo Watch Alarm

Can I wear the watch in the shower?

The Solo watch is completely waterproof and can be work in the shower, bath, or swimming pool.

Waterdrops from the shower can sometimes accidentally activate the alarm, so you can place the watch in an easy-to-reach location in the shower instead of wearing it on your wrist.

How do I turn up the volume on the watch?

On the Samsung Galaxy Watch3, You can increase the volume on the watch by turning the bezel around, but only while you’re talking to MePACS.

On the Solo Connect watch, the volume is already at the maximum level and cannot be increased.

Can the Solo watch store my medical information?

While the watch cannot store your medical information, MePACS does keep your medical history, allergies and other relevant health data on your file.

In an emergency, MePACS will provide all the necessary information to emergency services so that they can expedite the response.


Can I use the Solo watch like a mobile phone?

The Solo watch is a personal alarm that is designed to provide prompt help in an emergency. As such, the watch can only be used to connect to the MePACS emergency response centre.

Can I install other apps on the Solo watch?

The Solo watch comes with a range of health apps.

Other apps cannot be installed on the Solo Connect because they can interfere with the MePACS emergency response software that’s on the watch.

MePACS Service

How Does the MePACS service works?

MePACS personal alarm and emergency response service operates 24-hours, 365 days a year, so we are always available to help when you need it. Our goal is to ensure you are safe and well by getting you the right help quickly and efficiently in an emergency.

If you feel unwell, experience a fall, medical event or other sort of emergency, simply press the button on your alarm device. This will send an alert to the MePACS response centre and a trained monitor will respond within 2 minutes and talk to you through the alarm.

The monitor will assess the situation, provide reassurance and determine the actions required. If emergency services are required will provide them with all vital information so they can tailor and prioritise their response accordingly. We will also inform your close contacts and stay in touch with you until help arrives, because your safety and wellbeing are our priority.

What are nominated contacts and how many do I need?

Nominated contacts are people who you trust and can assist you in an emergency.
They should be well known to you and ideally live no further than 30 minutes from your home. They should be available and willing to assist you in an emergency.

Nominated contacts can be family members, friends or trusted neighbours. They should have access to your home, or you may choose to have a key safe for easy access.

In an emergency, MePACS may call your nominated contacts to check on your welfare during the day or night.

You can choose up to three people as your nominated contacts.

If I go away do I have to let MePACS know?

If you go away on holidays or to respite / hospital, even for just one day, it’s important to let MePACS know so that we can put your alarm on standby. This will help avoid unnecessary follow-ups for you and your contacts. 

When you return home, please press the button on your pendant and let us know you’re back. We will confirm that your alarm is working will reactivated it.

To let us know that you’ll be away please submit this online standby request.

Alternatively, call us on 1800 451 300 and speak to our Client Services Department, or press the button on your alarm 1-7 days before you leave and inform our emergency response team.

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

Yes, you can. In addition to your nominated contacts, you can also list other people, such as family members, as ‘Information Only’ contacts. They will be advised of any emergency event concerning your wellbeing.

What if my nominated contacts are unavailable?

Your safety and wellbeing is out top priority. If we are unable to get in touch with you or your nominated contacts, we will contact emergency services such as police or the ambulance service to conduct a welfare check on you.

MePACS recommends that you ensure you’re covered for ambulance expenses.

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

No, you don’t. All calls from the alarm unit are covered by the MePACS monthly service fee.
There will be no additional call charges on top of the monthly service fee.

Is there a minimum term contract?

MePACS doesn’t have lock-in contracts, so you can cancel the service any time without penalty or additional charges.

Can I get funding for a MePACS Personal Alarm?

There’s a range of government programs that provide funding for personal alarms to eligible customers. The level of funding will depend on your personal circumstances.

MePACS is an approved provider for the following government-funded programs:

– Personal Alert Victoria (PAV)
– Personal Alert SA (PASA)
– Home Care Package

If you’re eligible for one of these programs, please contact us on 1800 685 329 to find out more about getting funding for a personal alarm system.

How soon can the alarm system be installed?

MePACS offers two types of installations:
– Self-installation: Done over the phone with our help desk team
– Tech installation (not available for all locations): Done by a technician who comes to your home

Tech installations are usually completed within 7-10 business days of signing up for the MePACS service. You will need to schedule an appointment for the technician to come to your home.

Self-installations are quick and easy, taking approx. 15-20 minutes. You will receive a step-by-step installation guide with the new alarm system by mail.


Why would an alarm need to go on standby?

The standby mode is used when clients are away from home for 2 or more days for any reason, such as on holiday, with family or in care.

The main reason for putting the alarm on standby is to keep our records updated about the client’s situation. It also helps to avoid bothering the client with daily call requests or alarm testing.

To place an alarm on standby submit this online form, or call us on 1800 451 300 a day or two before you leave.

While the alarm is on standby, MePACS will continue to charge monthly monitoring fees, since the service remains active.


Technical Questions

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 38+ hours.  MePACS will contact you if a ‘power failure’ signal is received from the alarm unit.

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

MePACS alarms use 4G technology for voice-to-voice and data communication. 4G technology works on both 4G and 5G mobile networks.

Currently, the 4G mobile network has the most coverage in Australia, but the 5G network is gradually building across the country. The 5G network is expected to be over twenty times faster than 4G.

The 3G mobile network is currently being phased out and will be completely shut off in June 2024. MePACS is currently in the process of upgrading all our old 3G alarms to 4G technology.

Are the alarms safe to use with a Pacemaker?

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

General Questions

What happens if I accidentally activate the alarm?

Please don’t worry if you accidentally activate the alarm, as these things happen. MePACS will still respond to the call and try to contact you just to make sure that you are okay.

What is a key safe?

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

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.

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.

Does MePACS have any shops?

Currently MePACS does not have any shops, and we do not work with any retailers.

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 here.

What is a personal alarm used for?

A personal alarm is a small device you can use to call for help if you are experiencing a fall or other medical emergency. All you have to do is press the button on the alarm to send a signal to the MePACS 24/7 emergency response centre.

Some alarms have Falls Detection sensors which can be triggered by a drop to the ground or impact to the body during a fall. The sensors automatically activate the alarm and send a signal for help.

Depending on the type of device, your Personal Alarm can be used both at home or away, so you can feel safer wherever life takes you.