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What is Caremate?Caremate is a Personal Emergency Response Service. This means at any time help is needed, you are able to contact and communicate with someone that can help you – without having to reach your phone. Caremate consists of a pendant that is always with you at home and is small and light and worn with a lanyard like a necklace. To activate, you push the button on the pendant and Caremate goes to work, automatically calling your Nominated Carers and if they don’t answer, the Caremate Care Centre which is accessible 24 hours a day 365 days a year. Caring and professionally trained Telecare Consultants will answer and help resolve the situation and call an ambulance if need be. Your medical information is automatically provided to the Telecare Consultant whenever they receive a call which helps them resolve the situation, or can be passed to the ambulance so they can act as efficiently as possible. The objective of Caremate is to put you in touch with someone that can help without needing to reach your home phone. How does the Automatic Call Sequence work?
On registration, up to two Nominated Carers phone numbers are supplied by you which are programmed into the Caremate equipment. When the button on the pendant is pushed, Caremate becomes active and commences the Automatic Call Sequence. Firstly, Nominated Carer 1 is called. If they don’t answer, Nominated Carer 2 is called. If they don’t answer, the Caremate Care Centre is called where a Telecare Consultant will answer – any time day or night. The Automatic Call Sequence is flexible in that you may elect to have only one Nominated Carer, or you may have no Nominated Carer at all. In this case, the Caremate Care Centre will be called only. How do I stop the Automatic Call Sequence?If a Nominated Carer wishes to hold the call and stop the Caremate Automatic Call Sequence, the Nominated Carer is able to acknowledge the call to prevent Caremate making any more calls. What is the Care Centre?The Care Centre is a purpose built Emergency Response Centre with staff professionally trained to work with people in times of urgent need. The Care Centre is fully compliant with Australian Standard AS4607 for monitoring centres. This industry standard includes all aspects of the centre’s responsibilities and procedures, risk management practices and record keeping.When you purchase Caremate, we ask for information about yourself so that the Care Centre can provide the best possible service. This information is captured via the Registration form and asks for information about where you live (to help Emergency Services locate you) as well as medical information. The Care Centre is accessible by you as part of the Caremate Service 24 hours a day, 365 days a year. The Care Centre is designed to be the back-up for your Nominated Carers in case they cannot answer your call for any reason. Note that it is possible to program Caremate so that the first and only call is made to the Care Centre. The Care Centre can act to specific instructions set at time of registration (like call your Doctor or hospital, or call a Carer). The Care Centre can arrange for Emergency Services (Ambulance, Fire Brigade, Police) to call out to your home. Is my personal information secure?All details you provide are kept strictly confidential and are available only to Caremate and Care Centre staff. We are aware of the sensitivity of this information and the Care Centre complies with the national privacy principles of the Privacy Act 1998 (Cth).Do I have a cooling off period?Yes. We offer a 14 day cooling off period. If Caremate does not improve the independent quality of your life, we will provide a full refund.Who owns the equipment?When 12 months worth of payments have been made, you own the equipment. In the case where an Annual payment is made, then you own the equipment immediately. If paying monthly, then you own the equipment after 12 months.How is Caremate installed?Caremate is a self-install product. Installation instructions are clearly laid out in the Caremate Users Manual.The Caremate base station needs to be plugged into the phone socket and mains power. The pendant comes with its own charger and we recommend charging the pendant on the bedside table at night within arms reach. The equipment will be pre-programmed with your Nominated Carers and the Care Centre phone numbers. When you receive Caremate, you should decide if you wish to continue using your existing home phone, or wish to replace it with the Caremate cordless phone. Instructions for both options are in the User’s Manual. How often do I need to power the pendant?After the pendant is charged, under normal use, the pendant will remain on standby and ready for use for up to three days (depending on use). We recommend that it be charged every second day. Under heavy use, charge it every day. A convenient time to charge it is when you go to sleep. Ensure it is within arms reach when charging, for example, the bedside table.What is the Warranty on the equipment?The Caremate equipment is covered by a 12 month warranty. This covers normal usage of the product and does not cover any miss-use of the equipment whatsoever.What happens if I lose or damage the equipment?It is your responsibility to look after and keep in good working order the Caremate equipment. Any damage or lose of the equipment is your responsibility and will require you to purchase new Caremate equipment from us to maintain your service. You must tell us immediately if there has been any damage or loss to your equipment. The cost to replace the Caremate equipment is $149.How do I change the Call Sequence in Caremate?Access to Carer’s phone numbers and of the Care Centre is not accessible to anyone except Caremate staff for security reasons. If you wish to change these, you will need to send all of the Caremate equipment back to us so we can re-program the equipment. There is a fee of $25 for re-programming the equipment. The equipment should be sent to us securely. This can be by Australia Post satchel with appropriate padding or bubble wrap.Can I change who my Nominated Carers are?Yes. You are welcome to change your Nominated Carers. As per above, any change to Carers and/or their phone numbers requires us to re-program the equipment. You will need to send the equipment to us for re-programming. A fee of $25 applies for re-programming the equipment. The equipment should be sent to us securely. This can be by Australia Post satchel with appropriate padding or bubble wrap.Will Caremate work if there is a power blackout?No. The Caremate base station does not have back up batteries and therefore will not work during a power blackout.What is the cost for repairs for replacing any equipment?You will need to send the equipment to us securely. This can be via Australia Post satchel with appropriate padding or bubble wrap. On receipt, we will advise you what the costs will be and how long it will take to repair before proceeding. On agreement, we will commence repair work and charge as per our cost advice. If you do not agree to this price, you have the option to purchase replacement equipment. If the equipment is covered by Warranty, there will be no charge for repairs or replacement under the conditions of the Warranty.The cost of replacing the equipment is $149. Pendants and cordless phones cannot be purchased separately. Note that each pendant will only work with one Caremate unit. How long does it take to receive my Caremate?On receipt of your completed original Registration form, your Caremate will be delivered to you within 1 week. During this time, we will process your payment and register your information with the Care Centre. Note, the Registration form must be completed accurately and in full, otherwise delivery could be delayed. Faxed and e mailed Registration forms are not acceptable, they must be posted to us so we have original signatures.What if I Move House?Inform us at least 72 hours before you move with your new phone number (that Caremate is connected to), address details and if your living arrangements have changed (for example, now living with a family member, or now living alone). Your Care Centre information will be updated within 48 hours.What if I go on Holidays?If you wish to take Caremate with you on holiday within Australia, please inform us of the phone number Caremate will be connected to during this time, as well as address and security details. It will be necessary to re-programme the Caremate equipment with your holiday details, and then after the holiday, re-program the equipment back to your home information. The usual re-programming fee applies of $25 per re-program.How far will the pendant work from the base station?The usual range is 50 metres, depending on house construction. When Caremate is received and powered up, it is easy to check the coverage area. Simply walk around your home, inside and out. If at any time the pendant goes out of range, the light on the front of the pendant will flash red. You will then be able to establish where the pendant does not have coverage and therefore does not provide the Caremate service.What is the cost of making a Caremate call?Caremate uses your existing phone line and is treated as if it is your normal home phone. Therefore any calls are charged by your existing phone company in the usual way. Caremate is not a mobile phone.Calls to the Care Centre are via a 1300 number. Please check with your phone company. Telstra charge 30c for each call to a 1300 number (as at 12/7/10). end faq
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